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Stigmatized labour: An overlooked service worker’s stress

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  • Bove, Liliana L.
  • Pervan, Simon J.

Abstract

Service workers like social workers are valuable to society (LeCroy and Stinson, 2004), even noble and heroic (Ashforth et al., 2007), yet, perversely, they are often socially stigmatized, seen as “dirty” by their communities because they deal with “tainted” people (Ashforth and Kreiner, 1999). Other service workers also suffer stigmatization because their role is associated with effluent (e.g., refuse collector), they have a servile relationship with others (e.g., housekeeper), or adopt tasks that are perceived as amoral (e.g., pawnbroker) or intrusive (e.g., telemarketer). We propose that feelings of stigma lead to poor well-being and present a conceptual model which introduces the concept of “stigmatized labour” as a type of role stress. We postulate that excessive stigmatized labour (the cognitive and behavioural practices adopted by service workers to protect themselves from feelings of stigma) leads to burnout as service workers’ limited resources are exhausted to deal with the stress (Hobfoll, 2001).

Suggested Citation

  • Bove, Liliana L. & Pervan, Simon J., 2013. "Stigmatized labour: An overlooked service worker’s stress," Australasian marketing journal, Elsevier, vol. 21(4), pages 259-263.
    • Handle: RePEc:eee:aumajo:v:21:y:2013:i:4:p:259-263
    DOI: 10.1016/j.ausmj.2013.08.006
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    References listed on IDEAS

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    1. Glen E. Kreiner & Blake E. Ashforth & David M. Sluss, 2006. "Identity Dynamics in Occupational Dirty Work: Integrating Social Identity and System Justification Perspectives," Organization Science, INFORMS, vol. 17(5), pages 619-636, October.
    2. Esther Roca, 2010. "The Exercise of Moral Imagination in Stigmatized Work Groups," Journal of Business Ethics, Springer, vol. 96(1), pages 135-147, September.
    3. O’Donnell, Jenny & Weitz, Tracy A. & Freedman, Lori R., 2011. "Resistance and vulnerability to stigmatization in abortion work," Social Science & Medicine, Elsevier, vol. 73(9), pages 1357-1364.
    4. Albrecht, Gary L. & Walker, Vivian G. & Levy, Judith A., 1982. "Social distance from the stigmatized : A test of two theories," Social Science & Medicine, Elsevier, vol. 16(14), pages 1319-1327, January.
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