Collective Action and Customer Service in Retail
研究发现，大型零售企业员工集体行动（以签署工会会员卡衡量）与客户服务评分（Yelp评论）呈负相关，并通过访谈探讨了原因，指出这对服务业工会组织构成障碍。
This article examines the relationship between workplace collective action at a large retail employer and customers’ perceptions of service. The authors show that increases in workplace collective action, as measured by signed labor organization membership cards, are associated with lower customer ratings of service, as measured by Yelp reviews. Drawing on qualitative interviews with 80 workers, the authors discuss several possible explanations for the negative association between worker organizing and customer service, arguing that this correlation poses an underappreciated obstacle for labor organizing in the service sector.