Service interaction and dignity in cleaning work: how important is the organizational context?

Abstract

Purpose – The purpose of this paper is to explore the extent to which the nature of a particular work activity – cleaning – changes across organizational contexts, considering specific industry characteristics and working conditions in urban settings in Portugal. Design/methodology/approach – The paper draws on the qualitative analysis of data collected between 2010 and 2013 using open-ended interviews with employees and direct observation in two shopping malls. Findings – The empirical evidence illuminates how the contexts under study shape the behavior of actors and their power relations. By placing the perspective of employees at the core of the analysis, the paper demonstrates that workplaces provide a major site of conflict and negotiation regarding dignity in cleaning work, but this dispute takes on different contours and sources of tension across organizational contexts. Originality/value – The seminal comparative analysis of commercial cleaning and housecleaning undertaken in this paper sheds light on the varying distribution of roles and authority at work. Differently than in earlier studies, the actual modes of service interaction in this industry are documented in a detailed and critical manner.