Talking bodies – an embodied approach to service employees’ work
ISSN: 0887-6045
Article publication date: 12 August 2020
Issue publication date: 19 May 2022
Abstract
Purpose
This paper aims to study the embodied nature of service employees’ work in human touch contexts.
Design/methodology/approach
The paper adopts the practice theory as its interpretive approach, using focus group interviews with service employees from different industries.
Findings
The study identifies four practice bundles related to the embodied dimension of service employees’ work: orienting, attuning, connecting and wrapping up. The findings illustrate how employees’ knowledge, skills and capabilities are used via the body.
Practical implications
The study provides guidance for managers to use an embodied perspective in the management of service employees.
Originality/value
This study contributes to the discussion on embodiment in service encounters by highlighting the embodied nature of service employees’ work.
Keywords
Acknowledgements
The authors would like to thank the Editors and two Reviewers for their constructive and useful feedback.
Funding: Tiina-Kaisa Kuuru was supported by Foundation for Economic Education to conduct this research.
Citation
Kuuru, T.-K. and Närvänen, E. (2022), "Talking bodies – an embodied approach to service employees’ work", Journal of Services Marketing, Vol. 36 No. 3, pp. 313-325. https://doi.org/10.1108/JSM-02-2020-0060
Publisher
:Emerald Publishing Limited
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