Crick, Anne P.
Author Affiliation, Ana.
Managing Service Workers: Exploratory Insights from a sample of Jamaican Service Organisations
Journal of Eastern Caribbean Studies
Date of Publication
Employees in service organisations are expected to perform physical, emotional and aesthetic labour as they seek to create a competitive advantage for the organisation. These types of labour have not been widely studied in Jamaica and it is likely that models from other countries may not be fully applicable. An exploratory study of 50 Jamaican service organisations examined the way in which managers conceived of the use of emotional and aesthetic labour to enhance competitiveness within their organisations. The study also examined employee views of service in general and of their own role and value in the delivery of service that created a competitive advantage. Results indicated that managers had clear visions of how emotional and aesthetic labour could help them to create a competitive service experience. They did not, however, support these visions with strategic human resource management. Employees in the study were found to be accepting of the requirements of emotional and aesthetic labour but were unlikely to achieve managerial goals because of these poor human resource practices. The study concludes with recommendations for managers as well as for future studies.....