Purpose

This paper aims to study the embodied nature of service employees’ work in human touch contexts.

Design/methodology/approach

The paper adopts the practice theory as its interpretive approach, using focus group interviews with service employees from different industries.

Findings

The study identifies four practice bundles related to the embodied dimension of service employees’ work: orienting, attuning, connecting and wrapping up. The findings illustrate how employees’ knowledge, skills and capabilities are used via the body.

Practical implications

The study provides guidance for managers to use an embodied perspective in the management of service employees.

Originality/value

This study contributes to the discussion on embodiment in service encounters by highlighting the embodied nature of service employees’ work.

中文翻译：

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会说话的机构–服务员工工作的具体方法

目的

本文旨在研究在人类接触环境下服务员工的工作的内在本质。

设计/方法/方法

本文采用实践理论作为解释性方法，通过与来自不同行业的服务员工进行焦点小组访谈。

发现

该研究确定了与服务员工的工作体现的维度相关的四个实践捆绑：定向，协调，连接和总结。调查结果说明了如何通过身体使用员工的知识，技能和能力。

实际影响

该研究为管理人员在服务员工的管理中使用体现的观点提供了指导。

创意/价值

这项研究通过强调服务员工的工作的内在本质，为有关服务遭遇中的体现的讨论做出了贡献。