Performing frontline interactive service work can be an alienating experience for many of those who join the ranks. On one side are customers who have internalized the mantra of consumer sovereignty, and on the other side are managers intent on producing the perfect, fully customer-oriented, branded service worker. Frontline employees feel the full brunt of these two impositions in sectors such as luxury hospitality, especially in emerging economies. Customers possess much higher reserves of economic and cultural power than frontline workers, which can exacerbate their sovereign-like (mis)behaviour. Managers control almost every aspect of the worker and train workers to reproduce a particular embodied style of service. These conditions reduce workers’ ability to de-alienate and humanize themselves and increase work stress, which can then accelerate negative consequences, such as burnout or worse.

中文翻译：

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亚临床：隐形服务人员

对于许多加入队伍的人来说，执行一线互动服务工作可能是疏远的经历。一方面是将消费者主权的内在化概念化的客户，另一方面是旨在培养完美，完全以客户为导向的品牌服务工作者的经理。一线员工在豪华酒店等行业（尤其是在新兴经济体）感到这两种势力的全部冲击。与一线员工相比，客户拥有更高的经济和文化力量储备，这可能会加剧他们的主权行为（不当行为）。经理几乎控制着工人的各个方面，并训练工人重现特定的体现服务风格。这些条件降低了工人去异化和人性化自己的能力，并增加了工作压力，