Mobiliser par l’affect : contraintes et ressources de l’encadrement intermédiaire de prestations de services peu qualifiés

Abstract

Sociological studies have seldom raised questions about the concept of “distance” in managerial work. This article sheds light on the organizational determinants of a particular style of hierarchy, one which mobilizes subordinates by using affects and calls for strong investment in relationships. The relational and affective distance with subordinates proves to be a resource in contexts where management's work is subject to a dense set of constraints. The conditions are exposed under which this “relational work” becomes a burden and leads to standing aloof from subordinates, in particular by disparaging them. This analysis of middle management in the reception service industry in France is extended to other businesses providing relatively unskilled services. It shows how the provision of such services to firms favors the emergence of this style of staff relations.