...Nadja Doerflinger; Jonas Wehrmann Purpose Interactive service work is characterised by dual imperatives resulting from the contradictory aims of efficiency gains and customer orientation. Using a valorisation perspective, we provide an alternative explanation for such dual imperatives centred...

...Anastasios Hadjisolomou Purpose The article challenges the narrow view in scholarship which presents disengagement as passive and simply the absence of condition of engagement and explores how food retail employees articulate their disengagement within the intensified customer-centric service work...

...-related research. The argument is underpinned by the core role played by interactive work in valorisation. Design/methodology/approach This is a conceptual paper, with its argument based on key findings from the debates on symbolic interactionism, service work and interaction work. These are merged...