接客労働の3極関係(<特集>労働論の現代的位相)

抄録

The purpose of this paper is to examine the structure of triangular relationship of the labor process in interactive service work and the effects which the relationship brings about on workers. In examining how relations of control are shaped among management, workers and customers, this paper elucidates two distinct types of control of interactive service work: control of customers by managers and workers, and that of workers and managers by customers. After showing patterns of alignment and opposition of the interests in interactive service work, this paper indicates two effects that these alignment and opposition bring about on workers. One is supervising effect of workers, as customers behave like 'another bosses' who control workers along with management in the labor process. Another is conforming effect of workers to management interests, as workers seek to control customers to increase their own work performances by aligning with management. This paper then examines transfer processes of conflicting interests among management, workers and customers. Conflicts between managers and customers are transferred to those between workers and customers, as workers appear representatives of firms in interactive service work. Conflicts between management and workers are also transferred to those between workers and customers, as customers see workers representing firms. In these transferring processes one actor represents another, which can be called as substituting effects. It is concluded that in the triangular relationship traditional conflicts between workers and management cannot be apparently manifested. In a situation in which customers become 'another bosses' and conflicting interests among actors are transferred, labor control by capital is blurred. Also in a situation in which workers seek to control customers in favor of management, real opposition between capital and labor become concealed. Therefore the triangular relationship of interactive service work tends to transform workers' class consciousness from explicit to distorted one.