Entre invisibilidade e utilidade: o trabalho dos auxiliares de serviços gerais em um shopping

Abstract

In this study, we sought to analyze the work of general service assistants in a shopping center, in terms of invisibility and utility at work, considering the Covid-19 pandemic. As a theoretical contribution, we used contributions from work psychosociology and clippings from activity ergonomics. Regarding the method, we chose a qualitative approach, instrumented by a semi-structured individual interview, carried out using a script and a sociodemographic questionnaire. The materials obtained in the interviews were analyzed in light of the thematic content analysis with a cut by thematic axes. We verified that the professionals are placed as secondary, behind the scenes, either by the users or by the clients, while the demands regarding care were intensified in the period of the new coronavirus pandemic. The results point out that the apathy with these workers is motivated by the dirty work transferred to the dirty worker, favoring in a negative way the workers' feeling of invisibility, contempt, and subalternity; that the uniform at the same time that it identifies the worker excludes him/her from the work environment; That the worker adopts a posture of obedience and less demand, causing a lack of recognition of the usefulness of the service provided by these essential professionals to maintain the cleanliness and conservation of safe and infection-free environments; that they face hostile treatment and live with the aggravation of precarious working conditions. It is clear that both outsourcing and job insecurity favor the invisibilization, insecurity, and fragility of the employment relationship, leading directly to the feeling of disinterest of the workers. In this sense, the research showed the need for reflection on the subject, especially with regard to the unease and exclusion experienced by cleaning professionals in the context of invisibility of work.