... of the internal customer's identity in consumption of the work role. Findings The findings suggest a link that needs to be made between an individual's status as an internal customer (particularly in a front‐line service job), their identity (as defined by the individual themselves), and its impact upon...

... the relationships between work not only across the processes of production, distribution, exchange and consumption, but also across the boundaries between paid and unpaid labour and between market and non‐market work. Originality/value The conceptual schema of the “total social organisation of labour” is used...