INNOVATION AND ORGANIZATION
Anna Schneider's doctoral thesis analyzed how front-line service workers handle contradictory requirements of customers and employers in service interactions via the direct observation of service interactions. This is a counter-point to dominant scholarly accounts focused on normative and functional pronouncements. She is particularly interested in how organizational and macro-social structures play out at the micro-level with regards to the implications for managing the workforce.
Paradoxes, tensions and identity formation in HRM
Institutional Theory and Convention Theory