Customer Abuse and Aggression as Labour Control Among LGBT Workers in Low-Wage Services
研究通过30名低薪服务业LGBT工人的深度访谈，揭示顾客虐待与攻击如何与管理策略合谋，再生产顺性别与异性恋规范，并成为控制工人行为与外貌的劳动控制机制。
This study examines the relation between customer abuse and aggression, the gender and sexual expression of workers, and labour control in low-wage services. In-depth interviews with 30 lesbian, gay, bisexual, and transgender (LGBT) 1 low-wage service sector workers reveal how customer abuse and aggression works in consort with management strategies to reproduce cis- and heteronormativity. Customer abuse and aggression disciplined worker expressions of non-normative gender and sexual identities, leading to concealment and self-policing. Management was complicit in this dynamic, placing profitability and customer satisfaction over the safety of LGBT workers, only intervening in instances of customer abuse and aggression when it had a limited economic impact. It is posited that customer abuse and aggression is not only a response to unmet expectations emanating from the labour process but is also a mechanism of labour control that disciplines worker behaviour and aesthetics, directly and indirectly, by influencing management prerogatives.