Between Service and Servility: Role Conflict in Subordinate Service Roles
提出“下属服务角色”概念，指组织成员为地位更高的非成员提供直接服务的边界角色，讨论其中的角色冲突类型、影响因素及典型应对方式，基于酒店和公共交通的案例。
The concept Subordinate Service Roles (SSRs) is introduced to denote organizational boundary roles in which an organization member performs direct service to a nonmember whose status is higher than that of the service giver. The relative inattention of Industrial/Organizational Psychology and Organizational Sociology to such roles is pointed out. Various types of role conflict in SSRs are discussed. Some factors affecting the level of conflict in SSRs are proposed, and typical responses of SSRs occupants to role conflict are presented and illustrated. The discussion is based on a review of the literature and on critical incidents of service collected from service givers and clients in two areas: hotels and public transport in Israel.