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Service nepotism in cosmopolitan transient social spaces

Sarpong, David; Maclean, Mairi

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David Sarpong

Mairi Maclean


© 2016, © The Author(s) 2016. This article examines service nepotism, the practice of bestowing gifts or benefits on customers by frontline service staff based on a perceived shared socio-collective identity. Adopting a micro-sociological approach, it explores the practice as played out in multi-cultural transient service encounters. Given the dearth of existing research and low visibility of service nepotism operating ‘under the radar’, the article assumes an exploratory qualitative research approach to capture it through ‘microstoria’: the sharing of stories by marginal actors, as recounted by West African migrants working in the UK. These stories reveal similarity-to-self cueing, non-verbal communication and the availability of discretionary authority as three salient logics in play. In a highly differentiated multi-ethnic society, service nepotism challenges a very specific customer-oriented bureaucratic ethos that demands impartiality. It also provides contexts for relatively powerless employees to rebalance their relationship with their organizations, thereby addressing a more pressing dysfunction within the market and society more generally.


Sarpong, D., & Maclean, M. (2017). Service nepotism in cosmopolitan transient social spaces. Work, Employment and Society, 31(5), 764-781.

Journal Article Type Article
Acceptance Date Feb 6, 2016
Online Publication Date May 1, 2016
Publication Date Oct 1, 2017
Deposit Date Feb 9, 2016
Publicly Available Date Jun 13, 2016
Journal Work, Employment and Society
Print ISSN 0950-0170
Publisher SAGE Publications
Peer Reviewed Peer Reviewed
Volume 31
Issue 5
Pages 764-781
Keywords microstoria, service discretion, service nepotism, West African migrants
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