While the existing literature on service work allows us to understand how customer sovereignty policies constrain service work by transforming servicescapes, we need a more agential approach to how service workers use space as a resource to deal with the tensions resulting from the promotion of customer sovereignty. This article draws on de Certeau’s thinking to fill this gap by looking at how workers play with space constraints and opportunities and deploy spatial tactics to walk a fine line with their customers. Through an ethnographic study of service work in train stations, this article offers a fine-grained empirical account of the spatial tactics used by workers in their daily work. We show how they use space to cope with the tensions in their daily interactions with customers, and how spatial tactics constitute micro-practices of resistance to customer sovereignty policies.

中文翻译：

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玩弄空间以处理客户主权的矛盾：火车站服务业工人空间策略的民族志


虽然关于服务工作的现有文献使我们能够理解客户主权政策如何通过改变服务景观来限制服务工作，但我们需要一种更能动的方法来解释服务工作者如何使用空间作为资源来处理因促进客户主权而产生的紧张局势。本文借鉴了 de Certeau 的思想，通过研究员工如何利用空间限制和机会，并部署空间策略来与客户保持微妙的关系，从而填补这一空白。通过对火车站服务工作的人种学研究，本文对工人在日常工作中使用的空间策略进行了细致的实证解释。我们展示了他们如何利用空间来应对与客户日常互动中的紧张局势，以及空间策略如何构成抵制客户主权政策的微观实践。