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

Employee Rela ions Se ice in e ac ion and digni y in cleaning wo k: how impo an is he o ganiza ional con ex ? So ia Alexand a C uz Manuel Ab an es A icle in o ma ion: To ci e his documen : So ia Alexand a C uz Manuel Ab an es , (2014),"Se ice in e ac ion and digni y in cleaning wo k: how impo an is he o ganiza ional con ex ?", Employee Rela ions, Vol. 36 Iss 3 pp. 294 - 311 Pe manen link o his documen : h p://dx.doi.o g/10.1108/ER-06-2013-0064 Downloaded on: 21 Ma ch 2016, A : 11:52 (PT) Re e ences: his documen con ains e e ences o 79 o he documen s. To copy his documen : [email p o ec ed] The ull ex o his documen has been downloaded 407 imes since 2014* Use s who downloaded his a icle also downloaded: Gali Meisle , (2014),"Explo ing emo ional in elligence, poli ical skill, and job sa is ac ion", Employee Rela ions, Vol. 36 Iss 3 pp. 280-293 h p://dx.doi.o g/10.1108/ER-02-2013-0021 Simon M. Smi h, Pe e S okes, John F. Wilson, (2014),"Explo ing he impac o In es o s in People: A ocus on aining and de elopmen , job sa is ac ion and awa eness o he S anda d", Employee Rela ions, Vol. 36 Iss 3 pp. 266-279 h p://dx.doi.o g/10.1108/ER-09-2012-0064 An hony McDonnell, Julia Connell, Zeenobiyah Hanni , John Bu gess, (2014),"Ha ing “a say”: o ms o oice in Aus alian call cen es", Employee Rela ions, Vol. 36 Iss 3 pp. 214-234 h p://dx.doi.o g/10.1108/ ER-01-2013-0005 Access o his documen was g an ed h ough an Eme ald subsc ip ion p o ided by eme ald-s m:363333 [] Fo Au ho s I you would like o w i e o his, o any o he Eme ald publica ion, hen please use ou Eme ald o Au ho s se ice in o ma ion abou how o choose which publica ion o w i e o and submission guidelines a e a ailable o all. Please isi www.eme aldinsigh .com/au ho s o mo e in o ma ion. Abou Eme ald www.eme aldinsigh .com Eme ald is a global publishe linking esea ch and p ac ice o he bene i o socie y. The company manages a po olio o mo e han 290 jou nals and o e 2,350 books and book se ies olumes, as well as p o iding an ex ensi e ange o online p oduc s and addi ional cus ome esou ces and se ices. Eme ald is bo h COUNTER 4 and TRANSFER complian . The o ganiza ion is a pa ne o he Commi ee on Publica ion E hics (COPE) and also wo ks wi h Po ico and he LOCKSS ini ia i e o digi al a chi e p ese a ion. Downloaded by UNIVERSIDADE DO PORTO A 11:52 21 Ma ch 2016 (PT) *Rela ed con en and download in o ma ion co ec a ime o download. Downloaded by UNIVERSIDADE DO PORTO A 11:52 21 Ma ch 2016 (PT) Se ice in e ac ion and digni y in cleaning wo k: how impo an is he o ganiza ional con ex ? So ia Alexand a C uz Facul y o Economics & Ins i u e o Sociology, Uni e si y o Po o, Po o, Po ugal, and Manuel Ab an es SOCIUS – Resea ch Cen e in Economic and O ganiza ional Sociology, Uni e si y o Lisbon, Lisbon, Po ugal Abs ac Pu pose – The pu pose o his pape is o explo e he ex en o which he na u e o a pa icula wo k ac i i y – cleaning – changes ac oss o ganiza ional con ex s, conside ing speci ic indus y cha ac e is ics and wo king condi ions in u ban se ings in Po ugal. Design/me hodology/app oach – The pape d aws on he quali a i e analysis o da a collec ed be ween 2010 and 2013 using open-ended in e iews wi h employees and di ec obse a ion in wo shopping malls. Findings – The empi ical e idence illumina es how he con ex s unde s udy shape he beha io o ac o s and hei powe ela ions. By placing he pe spec i e o employees a he co e o he analysis, he pape demons a es ha wo kplaces p o ide a majo si e o con lic and nego ia ion ega ding digni y in cleaning wo k, bu his dispu e akes on di e en con ou s and sou ces o ension ac oss o ganiza ional con ex s. O iginali y/ alue – The seminal compa a i e analysis o comme cial cleaning and housecleaning unde aken in his pape sheds ligh on he a ying dis ibu ion o oles and au ho i y a wo k. Di e en ly han in ea lie s udies, he ac ual modes o se ice in e ac ion in his indus y a e documen ed in a de ailed and c i ical manne . Keywo ds Wo kplace, Gende , E hnici y, Ne wo ks, Digni y, Cleaning, Comme cial cleaning, Housecleaning, Se ice in e ac ion, Domes ic wo k Pape ype Resea ch pape In oduc ion Conside able a en ion has been ecen ly paid o he cleaning indus y. Mo e o en han no , esea che s ocus on ei he comme cial cleaning o housecleaning se ice se ings, cons uing hem as dis inc subjec s o enqui y. Such compa men aliza ion is The cu en issue and ull ex a chi e o his jou nal is a ailable a www.eme aldinsigh .com/0142-5455.h m Recei ed 12 June 2013 Re ised 16 Oc obe 2013 12 Decembe 2013 Accep ed 13 Decembe 2013 Employee Rela ions Vol. 36 No. 3, 2014 pp. 294-311 Eme ald G oup Publishing Limi ed 0142-5455 DOI 10.1108/ER-06-2013-0064 This pape d aws on esul s om wo esea ch p ojec s in he ield o sociology: “P o essional g oups in se ices: social ca ego iza ion, labo ma ke s, ac i i ies and ca ee pa hs” (2009-2012), conduc ed by P o esso D So ia Alexand a C uz a he Uni e si y o Po o; and “Domes ic se ices and mig an wo ke s: he nego ia ion o he employmen ela ionship” (2010-14), conduc ed by PhD Manuel Ab an es wi hin he Doc o al P og am in Economic and O ganiza ional Sociology a he Uni e si y o Lisbon. The au ho s hank all o he indi iduals and o ganiza ions who collabo a ed wi h us du ing ieldwo k, as well as he ellow esea che s who p o ided impo an wo ds o ad ice and c i ique. A i s d a o his pape was p esen ed a he semina “Wo k and Wo ke s: Reali ies, Iden i ies and P ocesses” a he New Uni e si y o Lisbon, Ma ch 2-3, 2013. The wo esea ch p ojec s a e suppo ed by he FCT – Founda ion o Science and Technology (g an s SFRH/BPD/43345/2008 and SFRH/BD/61181/2009). 294 ER 36,3 Downloaded by UNIVERSIDADE DO PORTO A 11:52 21 Ma ch 2016 (PT) suppo ed by e iden di e ence conce ning wo kplaces and employe -employee dynamics. Comme cial cleaning comp ises a a ie y o loca ions such as e ail, o ice, hospi al, o indus ial si es. In u n, housecleaning is pe o med in p i a e households. Howe e , bo h a e loca ed “a an impo an nexus o he global economy, o hey a e essen ial o ensu ing ha he spaces o p oduc ion, consump ion and social ep oduc ion which de ine he social a chi ec u e o he con empo a y economy emain sani a y and unc ional” (He od and Aguia , 2006a, p. 427). O ganiza ional se ings a e associa ed wi h pa icula social con ex s and ypes o employmen ela ions. Companies and subcon ac ing a e shown o play cen al oles in he cleaning indus y, whe eas domes ic se ice ela ionships a e ypically based on indi idual a angemen s and p i a e unde s andings ega ding wo k con en s and condi ions. An ac i i y-cen e ed app oach is bound o no e ha cleaning is a key se ice p o ided in bo h o hese “sec o s,” and o ques ion o wha ex en he na u e and he meanings o wo k a y ac oss hem. As shown below, he sociological li e a u e is especially use ul as i emphasizes he complexi y o ela ional con ex s a wo k and hei in e wea ing wi h his o ical dynamics, powe ela ions and asymme ies g ounded on class, age, gende , o e hnic di e en ia ion. The pu pose o his pape is o explo e he na u e o a pa icula wo k ac i i y – cleaning – ac oss di e en o ganiza ional con ex s and ques ion he exis ing modes o se ice in e ac ion. We d aw on he empi ical indings o wo esea ch p ojec s conduc ed in Po ugal be ween 2010 and 2013. The pape p oceeds as ollows. Fi s , a a ie y o con ibu ions om exis ing schola ship a e con ened o suppo he o mula ion o he p oblem; elabo a ions on digni y a e paid pa icula a en ion. Second, he se ing o Po ugal and indus y-speci ic cha ac e is ics a e desc ibed. Thi d, me hodological p ocedu es and conside a ions a e exposed. Fou h, he o iginal indings a e discussed. Placing he pe spec i e o employees ( a he han hei employe s’) a he co e o he analysis, we will demons a e ha wo kplaces p o ide a majo si e o con lic and nego ia ion ega ding digni y in cleaning wo k, bu his dispu e akes on di e en con ou s and sou ces o ension ac oss o ganiza ional con ex s. The con as be ween comme cial cleaning and housecleaning p o es o be a use ul ins umen o ad ance ou knowledge on he dis ibu ion o oles and au ho i y in his segmen o con empo a y labo ma ke s. Cleaning wo k ac oss di e en o ganiza ional con ex s The schola ship on ei he comme cial cleaning o housecleaning is oo oluminous o e iew a leng h he e. Ins ead, ou aim is o discuss a numbe o con ibu ions ha help iden i y he main possibili ies o in e sec ion be ween wha is gene ally cons ued as comp ising wo dispa a e opics o enqui y. Fi s o all, bo h cases pe ain la gely o he same wo k ac i i y – cleaning. In his ega d, hey eme ge as esilien sou ces o low-skill and low-pay jobs in con empo a y socie ies. Rega dless o ac ual employmen condi ions, cleane s play a cen al ole in se e al spaces o p oduc ion, consump ion and social ep oduc ion which cha ac e ize he mode n global economy, e.g. shopping malls, as hey ensu e cleaning condi ions and unc ionali y (He od and Aguia , 2006a; Sassen, 2007). Fu he mo e, he pe sis ence o low-skill wo k in cleaning jobs has been simul aneous wi h a p ocess o ans o ma ion o he cleaning indus y owa d he s anda diza ion o wo king p ocesses (He od and Aguia , 2006b) associa ed wi h a gene al need o ce i ica ion in a con ex o inc easing compe i ion be ween companies (Aguia , 2001). An “in e es ing con adic ion” (He od and Aguia , 2006a, p. 431) eme ges in his wo k ac i i y. On he one hand, he p ominence o emale and mig an wo ke s in he 295 In e ac ion and digni y in cleaning wo k Downloaded by UNIVERSIDADE DO PORTO A 11:52 21 Ma ch 2016 (PT) wo k o ce encou ages an unde s anding o such wo k as unskilled. On he o he hand, discou ses o p o essionaliza ion ha e engende ed new eali ies conce ning s anda d modes o ope a ing and also new ways o naming his ac i i y. Thus, He od and Aguia (2006a), d awing on p e ious wo k by Gaskell, sugges ha “skill” should be conside ed a dependen a iable ela ed o who is doing he wo k and unde wha condi ions (a consonan easoning om a eminis pe spec i e can be ound in Cockbu n, 1983). The adi ional emphasis ha sociologis s o wo k gi e o p o essions unde pins he con inemen o low-skill occupa ions o he ealm o inequali y s udies and hus hei unde heo iza ion as a as wo k ela ions a e conce ned (Abbo , 1993, p. 203). Ne e heless, a a ie y o au ho s obse e ha he ecen expansion o highly quali ied jobs in he uppe s a a o ewa d coexis s wi h – and e en uels – he expansion o ou inized low-paid jobs in he se ice indus y (Hochschild, 2000; Sassen, 2001; Wa hu s and Nickson, 2001; Payne, 2009). In he con ex o pola izing labo ma ke s, indi iduals ec ui ed as cleane s sha e pa icula socio-demog aphic cha ac e is ics which iden i y hem as belonging o ma ginalized ca ego ies o wo ke s. They a e o en women wi h li le o mal educa ion, mino i y e hnic backg ound, o discon inuous wo k ajec o ies (Ande son, 2000; Eh en eich and Hochschild, 2002; B ody, 2006). They ind hemsel es unde employmen egimes ha equi e wo k in ensi ica ion and he eo ganiza ion o hei domes ic and child ca e a angemen s (Sei e and Messing, 2006; He od and Aguia , 2006b). The close ie be ween pa icipa ion in he labo ma ke and amily i ine a ies is no exhaus ed ou side he wo kplace, since inequali y egimes and powe ela ions pe ade much o he e e yday ope a ion a employing o ganiza ions as well (Acke , 2006). The ex ensi e use o ne wo king and in o mal p ocedu es o ec ui men by bo h employe s and wo ke s is a signi ican illus a ion o how social s uc u e a ec s economic ou comes (G ano e e , 1983, 2005). Implica ions o he ac ual expe ience o employees a e ambiguous, as hey can en ail ei he a loss o a gain o powe is-a `- is employe s and labo ma ke dynamics a la ge. In ega d o simila i y and di e ence be ween comme cial and housecleaning, wo p ominen elemen s should be disce ned. Fi s , wo kplaces a y in size and na u e. Whe eas wo ke s ec ui ed in comme cial cleaning pe o m hei se ice in a a ie y o collec i e se ings (e.g. shopping malls, o ices, heal h ins i u ions, indus ial si es), hose ec ui ed in housecleaning ca e o p i a e homes. Second, his a ia ion is associa ed wi h di e en manne s o o ganizing wo k and s uc u ing au ho i y. Comme cial cleaning ypically builds on a web o ela ions comp ising company owne s, manage s, employees wi h supe iso y oles, and on line cleane s. Cleane s a e o en coo dina ed unde a model o “ eamwo king,” al hough he p ac ical meaning o such wo d may emain blu ed. In his empi ical s udy o comme cial cleaning dynamics in Aus alia, Ryan (2012, p. 259) demons a es how eamwo king can be deployed o inc ease manage ial con ol o e wo k, in ensi y wo k and educe labo cos s a he han ul ill he sugges ion o indus ial democ acy. While housecleaning is inc easingly supplied by o -p o i companies as well (De e e and Rousseau, 2009), mos o he s udies conduc ed so a emphasize he di ec ec ui men o indi idual wo ke s – o e whelmingly women, equen ly in-coun y o in e na ional mig an s – by p i a e households (Ande son, 2000; Hochschild, 2000; Pa en ˜as, 2001; Eh en eich and Hochschild, 2002; Lu z, 2008; Ab an es, 2012). In o he wo ds, employe s a y in size and na u e as much as wo kplaces. In compa ison o hei coun e pa s in he sec o o indus ial/comme cial cleaning, he daily expe ience o domes ic wo ke s is likely o be much mo e indi idualized and soli a y. Wha abou he con ac ual con igu a ion o employmen ela ionships? Ce ainly a wide a ay o si ua ions coexis and he pic u e may di e ac oss coun ies. Howe e , 296 ER 36,3 Downloaded by UNIVERSIDADE DO PORTO A 11:52 21 Ma ch 2016 (PT) he empi ical s udies o paid domes ic wo k ci ed abo e (as well as ou own i s -hand indings, o be discussed below) ind domes ic cleane s in a condi ion o sala ied employees, e en hough such employmen s a us is obscu ed in daily in e cou se by he singula na u e o p i a e households as bo h employe s and wo kplaces (Ande son, 2007). In o he wo ds, he di ec ela ionship es ablished be ween employee and household membe (s) can be pe cei ed – o ins umen ally pu sued – by one o e en bo h o he pa ies in e ms ha esemble hose o sel -employmen , bu i is s ill de ined by labo law as an employmen ela ionship, igh s and du ies applying acco dingly ( o an in e na ional su ey o law and p ac ice in his espec , see In e na ional Labou O ice (ILO), 2010). The dominan ypes o employmen ela ionship and o ganiza ional s uc u e a e expec ed o bea an impac on he dis ibu ion o au ho i y, oles and au onomy. They a e also a piece o key explana o y alue o unde s and de elopmen s o e ime. Ou sou cing and subcon ac ing ha e become a common ea u e o mode n-day comme cial cleaning as a esul o co po a e s a egies o enhance lexibili y and labo di ision (Be ns ein, 1986; Eh en eich, 2002). In o mal wo k – unde s ood as wo k ha is “pe o med ou side he ealm o labou egula ions and social p o ec ions” (Chen, 2011, p. 168) – has been exposed as an impo an ea u e o bo h housecleaning and comme cial cleaning (Sei e and Messing, 2006). The insc ip ion o wo k in b oade egula o y o symbolic amewo ks o labo ela ions has implica ions o he manne s in which wo k is ca ied ou and socially alued. In ac , as no ed by Abbo (1993, p. 187), “changes in occupa ions canno be cons ued wi hou he wo k sys em ha en olds hem.” In he p esen case, he quasi-p o essional appea ance o comme cial cleaning and he g ow h o a “discou se conce ning p o essionaliza ion wi hin he con ex o a signi ican neolibe aliza ion o wo king condi ions” (He od and Aguia , 2006a, p. 429) con as s wi h he less clea posi ion o housecleaning is-a `- is indus ializa ion and, in pa icula , he combina ion o cleaning and o he household- ela ed asks in he p ac ical expe ience o many domes ic wo ke s, including he p o ision o di ec pe sonal ca e. I is signi ican ha esea che s dealing wi h paid domes ic wo k a he empi ical le el a e o en con on ed wi h di icul ies in de ining hei e y objec o s udy. De ini ions o wo k, domes ic and ca e, o men ion only he key examples, a e o en di e en ac oss empi ical con ex s and pe sonal pe cep ions. “In he inal analysis,” Ande son (2000, p. 21) p oposes, “domes ic wo k is no de inable in e ms o asks bu in e ms o a ole which cons uc s and si ua es he wo ke wi hin a ce ain se o social ela ionships.” Fo he employees, such social ela ionships a e a once a po en ial sou ce o p o ec ion and abuse. Wo k en i onmen s can u n ou o be ei he iendly o hos ile depending o a la ge ex en on he in e ac ion wi h employe s (Cock, 1980; Ko es, 2001; Go ban, 2012). In sum, he ange o simila i ies and di e ences be ween comme cial and housecleaning se ings pe ains chie ly o he modes o se ice in e ac ion. Rema kably, howe e , he compa ison o se ice in e ac ion in hese wo con ex s emains up o empi ical enqui y. In bo h cases, conside able e o s ha e been expended o documen o compa e p ac ices ac oss geog aphic loca ionso his o icalpe iods,bu hesamecanno be said o a sys ema ic o compa a i e analysis ocused on he “cleaning occupa ion” o “occupa ional p ac ices.” Examining hese wo o ganiza ional con ex s in dep h is also a c ucial con ibu ion o b idge he in ellec ual di ide be ween he s udy o wo k and he s udy o o ganiza ions, which equi es analysis o comp ehend bo h in a and in e -o ganiza ional o ces and he socioeconomic e ec s o o ganiza ions on employees conce ning ma e s as di e se as wo k o ganiza ion, ewa d, inequali y, ca ee mobili y, o wo k- amily balance (Ha eman and Khai e, 2006). 297 In e ac ion and digni y in cleaning wo k Downloaded by UNIVERSIDADE DO PORTO A 11:52 21 Ma ch 2016 (PT) Digni y and se ice in e ac ion in cleaning wo k We adop Hodson’s (2001, p. 3) de ini ion o digni y as “ he abili y o es ablish a sense o sel -wo h and sel - espec and o app ecia e he espec o o he s,” sough by employees h ough pa icula ac s o esis ance agains abuse and mo e o less in en ional a emp s o eclaim he capaci y o asc ibe meaning o hei wo k. Ins ead o subsc ibing o a dualis ic no ion ha speci ic ca ego ies o wo k a e inhe en ly subo dina e o empowe ing, a en ion is equi ed o he mic o-poli ics o wo kplaces as p oposed in esea ch abou es he ic labo (Wa hu s and Nickson, 2001; Casaca, 2012). Wo ke s may eso o passi e o ac i e s a egies o de end hei digni y, including co e endea o s o educe hei indi idual pe o mance o , on he con a y, o make wo k mo e e icien and humane, engaging in mul iple nego ia ions o he (objec i e and subjec i e) nexus o au onomy and esponsibili y (Hodson, 2001). I is impo an o add ha inc easing au onomy a he wo kplace can be associa ed wi h inc easing wo k- ela ed s ess i no suppo ed by adequa e echnical, ma e ial and symbolic condi ions. A dis inc ion be ween digni y in wo k and digni y a wo k is in oduced by Bol on (2007). The o me conce ns he ealiza ion o in e es ing and meaning ul wo k wi h a subs an ial deg ee o esponsibili y and au onomy, ecognized social es eem and espec . The la e conce ns s uc u es and p ac ices ha o e equal oppo uni ies, indi idual and collec i e oice, sa e and heal hy wo king condi ions, jus ewa ds and secu e employmen con ac . Depending on hei si ua ion, wo ke s may be able o enjoy digni y in one, bo h, o none o hese wo dimensions. The sepa a ion be ween skilled and unskilled wo k is in e wo en wi h symbolic cons uc ions o class, gende and e hnici y, as illus a ed in he associa ion o cleaning wo k wi h se ili y. While se ili y can be seen as opposi e o digni ied wo k, “se ing o he s can be a sou ce o digni y whe e i p o ides some hing o o he ha hey could no easily p o ide o hemsel es and whe e i does no equi e compulso y de e ence” (Saye , 2007, p. 27). I is no ewo hy he poli ical cen ali y gi en o he concep o digni y by he In e na ional Labou O ganiza ion when add essing wo king condi ions in low-paid sec o s such as domes ic se ice (ILO, 2010). The sociological li e a u e on se ice in e ac ion is sensi i e o he di e en con ex s in which employees and cus ome s build social ela ions, acknowledging hese ela ions as mu ually de e minan and a ying in hei deg ee o s uc u a ion (Vallas e al., 2009). Ou ieldwo k exposes a case – he cleaning indus y – wi h a pa icula con igu a ion o se ice in e ac ion as wo k is pe o med mos ly when cus ome s (in comme cial cleaning) o household membe s (in housecleaning) a e physically away om he se ing o be cleaned. This complex in e ac ion (B e ´ in, 2000) cha ac e ized by limi ed ace- o- ace communica ion does no p e en employees, cus ome s and household membe s om de eloping elabo a e ep esen a ions abou one ano he . While use s equen ly exp ess hei discon en abou he poo quali y o cleaning se ices, he cleaning employees blame use s o a ca eless handling o acili ies, in e p e ing his as a o m o dis espec owa d hemsel es. Bo h in comme cial se ings and in p i a e households, he ma e o “ espec /dis espec ” is sugges i e o how employees eel hei digni y o be unde h ea in daily in e ac ion. Focussing on he e e yday expe ience o employees, ou empi ical analysis will explo e he ex en o which di e ence in he o ganiza ional con ex and he unde lying social logics de e mine di e ence in he na u e o his wo k ac i i y and he e o e di e en condi ions unde which digni y is dispu ed and decided. An o e iew o he empi ical se ing unde examina ion is p esen ed be o e p oceeding in o he i s -hand indings. 298 ER 36,3 Downloaded by UNIVERSIDADE DO PORTO A 11:52 21 Ma ch 2016 (PT) Comme cial cleaning and housecleaning in Po ugal: indus y cha ac e is ics Acco ding o he Eu opean Union Labou Fo ce Su ey, he occupa ional g oup o “Domes ic and ela ed helpe s, cleane s and launde e s” is ela i ely la ge in Po ugal: by 2010, i comp ised an es ima ed numbe o 282 housand wo ke s, ha is, 5 pe cen o he o al ac i e popula ion in he coun y, agains 3.9 pe cen in he o al EU-15 (Ab an es and Peixo o, 2012, pp. 150-154). The same s a is ical sou ce exposes a s eady olume o his g oup in Po ugal since he mid-1990s, wi h a signi ican inc ease in mos o he EU-15. In he mean ime, he numbe o indi iduals employed in “Ac i i ies o households as employe s o domes ic pe sonnel” e ol ed in a simila ashion: Po ugal emains among he EU-15 coun ies whe e la ges igu es a e o be ound, s anding a 144 housand wo ke s in 2010 (2.6 pe cen o he o al ac i e popula ion), while he clea in e na ional end is o inc ease[1]. Women compose he o e whelming majo i y o he popula ion employed in hese occupa ional g oups (be ween 96 and 98 pe cen , in Po ugal). Again, his has been obse ed a he in e na ional scale, and i is pa icula ly signi ican in Po ugal. The la ge and s ill inc easing p opo ion o women in paid employmen – which dis inguishes his coun y om he emainde o sou he n Eu ope – coexis s wi h pe sis en pa e ns o gende segmen a ion in he labo ma ke , which a e especially un a o able o women wi h lowe schooling o immig an backg ound (To es, 2008; Be io and Ve ashchagina, 2009; Fe ei a, 2010). While p o essional a eas o highe s a us g adually open o women, a gende ed di e en ia ion o skills a he bo om ie o jobs emains in place (Fe ei a, 1999; Ama ˆncio, 2007). I is impo an o bea in mind ha policies ega ding gende equali y, amily and ca e, al hough hey can be nea ly app oached as dis inc issues o public in e en ion, a e uniquely bound up in hei p ac ical ou comes (C omp on and Le Feu e, 2000; Rube y, 2002). The coun ies o sou he n Eu ope p o ide a c i ical illus a ion o his ela ion, as imp essi e accomplishmen s in women’s igh s o e he las decades emain in con lic wi h limi ed suppo i e policies conce ning childca e and elde ca e, an issue wi h implica ions o bo h labo demand and supply in domes ic se ice occupa ions (Ca a ino and Oso, 2000; C omp on, 2006; Laza idis, 2007; Wall and Nunes, 2010; Le on, 2010). Likewise, he g owing numbe o immig an women in he labo ma ke is associa ed wi h hei concen a ion in he seconda y o pe iphe al labo ma ke , cha ac e ized by a p edominance o low-skill occupa ions unde p eca ious con ac ual a angemen s (G ois and Ma ques, 2009; Casaca and Peixo o, 2010). The ea ly in low o mig an s om he o me Po uguese colonies in A ica has been o e aken by he a i al o mig an s om o he coun ies, especially B azil and Uk aine, many o whom a e women mo ing on hei own o ahead o o he amily membe s. Conside ing o icial s a is ics, 41 pe cen o he o eign wo king women in Po ugal by 2010 we e employed in “Elemen a y occupa ions,” a b oad ca ego y co e ing jobs in se ices, indus y and ag icul u e o which no p io speci ic aining o c eden ial is equi ed (Ab an es and Peixo o, 2012). Domes ic se ice emains hei mos common employmen sec o , eaching o e 20 pe cen o hei o al numbe . In addi ion, Po ugal has been signaled in ea lie esea ch o an expanded unde g ound economy, which is expec ed o be la gely uelled by he ope a ion o small en e p ises and undecla ed domes ic se ices in ol ing a disp opo iona e numbe o women and immig an s (Baganha, 1998; Schneide and Klinglmai , 2004; Casaca and Peixo o, 2010). In sho , cleaning se ices a e loca ed a he in e sec ion o a ious p essu es obse ed a he na ional le el: he expansion o he se ice indus y, he sp eading o co po a e lexibili y s a egies including subcon ac ing and ou sou cing, a change o mind ame in public policy om ull employmen o employabili y, and he esilience 299 In e ac ion and digni y in cleaning wo k Downloaded by UNIVERSIDADE DO PORTO A 11:52 21 Ma ch 2016 (PT) o occupa ional seg ega ion based on gende and e hnici y. This is likely o be associa ed wi h compe i ion and hie a chy bo h a he wo kplace and in he labo ma ke a la ge. The e iewed s udies show ha he socio-demog aphic p o ile o employees ec ui ed in comme cial cleaning and housecleaning is simila and many women wi h li le schooling and/o immig an backg ound expe ience employmen in bo h o hese se ings o e hei li ecou se, a end ha is con i med in ou own ieldwo k. No wi hs anding hei in e linkage, he e a e also dis inc dynamics in comme cial cleaning and housecleaning when i comes o labo demand and supply, as shown in he discussion o empi ical e idence below. Resea ch design and me hods This pape d aws on esul s om wo esea ch p ojec s ecen ly conduc ed in Po ugal. The empi ical in es iga ion on comme cial cleaning ( June 2010 – Janua y 2012) consis ed o semi-s uc u ed in e iews wi h en women employed as cleane s in wo shopping malls in he ci y o Po o and di ec obse a ion o hei daily wo k p ac ices. The echnique o di ec obse a ion is pa icula ly use ul o cap u e he wo k ac i i y i sel (Tope e al., 2005), and i allows cap u ing spa ial and empo al elemen s om he daily wo k o cleaning employees and hei in e ac ion wi h cus ome s. I has he capaci y o gene a e ich desc ip ion and an unde s anding o cleaning wo k based no only on employees bu also on cus ome s. Two si es o obse a ion we e selec ed: he s olling a eas o he shopping malls, whe e we egis e ed he mo emen s o employees who clean up a di e en pe iods o he day and he week; and he oile s, chosen o i s ele ance in aming he na u e o he wo k ac i i y unde analysis. Du ing he semi-s uc u ed in e iews, ou s a egy – and emembe he i le o he book by S uds Te kel (1972/2004), Wo king. People TalkAbou Wha TheyDoAllDayandHowTheyFeelAbou Wha TheyDo– was o lis en o he cleaning employees alking abou wha hey do in hei daily wo k and how hey eel abou i . To be su e, “lis ening” was in o med by an in e iew sc ip co e ing ques ions abou he ca ee , wo k ac i i y, job sa is ac ion, amily dynamics and pe sonal li es. Second, he empi ical in es iga ion on housecleaning (Ap il 2011 – Feb ua y 2013) d aws on open-ended in e iews wi h 25 paid domes ic wo ke s in he ci y o Lisbon. Simila ly o wha was done in he i s esea ch p ojec , esponden s we e loca ed h ough snowball ecommenda ion, an adequa e s a egy o gain access o an occupa ion o en pe o med in he unde g ound economy as ad oca ed in much o he exis ing esea ch on paid domes ic wo k (Cock, 1980; Rome o, 1992; Hondagneu-So elo, 2001; Van Walsum, 2011). The semi-s uc u ed sc ip co e ed expe iences in he labo ma ke , he o ganiza ion o domes ic labo , ela ionship wi h employe s and o he ele an indi iduals and ins i u ions, pe sonal and household ajec o ies, and demog aphic and socioeconomic ea u es. The o mula ion o new elemen s and esea ch ques ions by esponden s was encou aged. Regula consul a ion wi h public o ice s, expe s and o he s a egic in o man s p o ided use ul backg ound sugges ions and cla i ica ions. In bo h esea ch p ojec s, he snowball ec ui men o esponden s pe mi ed a sa is ac o y deg ee o us , inc easing he comple eness and eliabili y o da a. We ha e ied whe e e possible o di e si y he demog aphic p o ile o esponden s, which equi ed ejec ing some o he con ac s sugges ed and looking o o he s. Acco ding o he p emises o quali a i e esea ch, he conce n was no o selec a s a is ically ep esen a i e se o indi iduals bu a he a “socially signi ican ” one. The e o e, esponden s a e conside ed no only as single indi iduals, bu as pa o a social g oup ha sha es common cha ac e is ics (Rapley, 2007). The analysis o da a builds on he no ion o ac o s being loca ed in speci ic social con ex s, he e o e gi ing 300 ER 36,3 Downloaded by UNIVERSIDADE DO PORTO A 11:52 21 Ma ch 2016 (PT) The compa a i e analysis o comme cial cleaning and housecleaning con ibu es o illumina e he di e en o ganiza ional and social logics a wo k. The con ex s o employmen examined in his a icle e eal he same subal e n s anding o hese wo occupa ional ac i i ies on he low-skill inges o he se ice sec o . Fu he bene i s can be d awn om a compa a i e lens. Fu u e esea ch migh pay a en ion o wo k pe o med by cleane s in ye o he o ganiza ional con ex s and examine how se ice in e ac ion and digni y a e nego ia ed he e. I would also be ele an o deepen ou unde s anding o he in e connec ion be ween he daily expe ience o cleane s and ha o o he ca ego ies o wo ke s (e.g. manage s, secu i y o ice s, e ail salespe sons), ques ioning o wha ex en such a icula ion can p o ec o h ea en cleane s ega ding hei eelings o digni y and hei wo king condi ions a la ge. No e 1. These wo occupa ional g oups pe ain o dis inc classi ica ion schemes used in he labo o ce su ey and o e lap pa ially. Al hough da a disagg ega ion could o e impo an e idence conce ning he ields o ac i i y unde s udy, a ine le el o de ail equi es a dec ease in sample size and hus loss o eliabili y. Re e ences Abbo , A. (1993), “The sociology o wo k and occupa ions”, Annual Re iew o Sociology, Vol. 19, pp. 187-209. Abbo , A. (2003), “E ´cologies lie ´es: a `p opos du sys e `me de p o essions”, in Menge , P. (Ed.), Les P o essions e Leu s Sociologies. Mode `les The ´o iques, Ca e ´go isa ions, E ´ olu ions, FMSH, Pa is, pp. 29-50. Aboim, S. 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(2005), “‘Ren a mom’ and o he se ices: ma ke s, meanings and emo ions”, In e na ional Jou nal o Wo k O ganisa ion and Emo ion, Vol. 1 No. 1, pp. 74-86. Mosley, R.W. (2007), “Cus ome expe ience, o ganisa ional cul u e and he employe b and”, Jou nal o B and Managemen , Vol. 15 No. 2, pp. 123-134. 310 ER 36,3 Downloaded by UNIVERSIDADE DO PORTO A 11:52 21 Ma ch 2016 (PT) Abou he au ho s So ia Alexand a C uz is an Assis an P o esso a he Facul y o Economics a he Uni e si y o Po o, whe e she eaches o ganiza ional sociology and o ganiza ional beha io . She has de eloped and coo dina ed esea ch p ojec s on se ice wo k, educa ion and employmen and p o essional g oups. He cu en publishing in e es s include se ice wo k, employmen , managemen and social en ep eneu ship. So ia Alexand a C uz is he co esponding au ho and can be con ac ed a : sac [email p o ec ed] D Manuel Ab an es is a PhD Candida e a he Uni e si y o Lisbon and a membe o SOCIUS – Resea ch Cen e in Economic and O ganiza ional Sociology. Since 2007, he has been ac i e in empi ical esea ch on employmen , gende equali y, and mig a ion. He is also a gues lec u e in sociology o wo k and leisu e a he Open Uni e si y Po ugal. To pu chase ep in s o his a icle please e-mail: [email p o ec ed] O isi ou web si e o u he de ails: www.eme aldinsigh .com/ ep in s 311 In e ac ion and digni y in cleaning wo k Downloaded by UNIVERSIDADE DO PORTO A 11:52 21 Ma ch 2016 (PT)