abstract This paper looks at the workings of ongoing primary sensemaking and sensegiving
micro‐practices by which middle managers interpret and sell strategic change at the …

Subjectivity and power are important concepts for understanding corporate culture
engineering in critical organization studies. Although recent research indicates that many …

Emotional labor (expressing emotions as part of one's job duties, as in “service with a smile”)
can be beneficial for employees, organizations, and customers. Meta‐analytical summaries …

Christopher Lovelock (1994) coined the term jaycustomers to refer to dysfunctional
customers who deliberately or unintentionally disrupt service in a manner that negatively …

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This article examines emotion in organizations and the emotion management skills
organizational actors possess. While Hochschild's (1983) seminal work on emotional labour …

This book argues that practices of resistance cannot be separated from practices of
domination, and that they are always entangled in some configuration. They are inextricably …

In an age when large corporations dominate the economic and political landscape, it is
tempting to think that their power goes largely unchecked. Originally published in 2007 …

Christopher Lovelock originated the term “jaycustomer” behavior to refer to customers who
deliberately act in a thoughtless or abusive manner, causing problems for the firm …

This paper is a contribution to the analysis of intra-organizational trust. From a discussion of
concepts of trust, we suggest that trust is something which is constructed for and by people …