Controlling routine front line service workers: an Australian retail supermarket case

Price, Robin A. (2015) Controlling routine front line service workers: an Australian retail supermarket case. Work, Employment and Society. (In Press)

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Abstract

Food retail is known for its use of flexible labour and for the centralisation of functions at head office, resulting in a reduction of managerial autonomy at store level. This article employs a typology of controls developed from labour process scholarship to explore how retail managers negotiate the control of their predominantly part-time workforce. Using an Australian supermarket chain as a case, and mixed methods, the article demonstrates that supermarkets use a multiplicity of forms of control across their workforce. For front line service workers, the article identifies a new configuration of controls which intersects with employment status and acts differentially for checkout operators on different employment contracts.

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ID Code: 89052
Item Type: Journal Article
Refereed: Yes
Keywords: Checkouts, Flexible Labour, Labour Process, Part-time Work, Retail Supermarkets
DOI: 10.1177/0950017015601778
ISSN: 0950-0170
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Human Resources Management (150305)
Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Industrial Relations (150306)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Management
Deposited On: 15 Oct 2015 23:38
Last Modified: 20 Oct 2015 08:26

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