This paper explores the work of UK hair stylists in ‘up-market’ hairdressing salons and examines the connection between the organisation of work and customer service narratives within these salon environments. Drawing on qualitative empirical research, the paper discusses how tensions, generated through managerial regulation and the concomitant requirement for stylists to exercise task discretion, are ultimately reconciled through customer service narratives. The paper argues that while the narratives achieve this by operating as a form of normative regulation in the salons, whereby the work practices of stylists are shaped in line with organisational goals and objectives, they also function as resources for stylists through which they can further their economic and occupational self-interests.
|Keywords:||Hairdressing, Management Control, Management Regulation, Work Practices, Customer Service Narratives|
Senior Lecturer in Sociology, Department of Social and Behavioural Sciences, University of Huddersfield, Huddersfield, West Yorkshire, UK
Senior Research Fellow, Cardiff School of Social Sciences, Cardiff University, Cardiff, UK
Professor, Cardiff School of Social Sciences, Cardiff University, Cardiff, UK
Professor, Southampton Education School, University of Southampton, Southampton, UK
Professor, Institute of Education, University of London, London, UK
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