Amy Wrzesniewski
J. E. Dutton

In this paper, we consider the competence that is demonstrated in the caring practices engaged in by organization members. We describe a case in which caring for “customers” and other organization members is not part of the employees’ role, but is made a central guide in shaping the job. Specifically, we study a context in which hospital cleaning employees have chosen to redefine their jobs to focus on delivering competent care to patients, as well as to those whose role it is to care for patients. In doing so, they create and support a caring system that has the ultimate result of better service to patients and their families. We analyze the types of caring work to uncover the knowing-in-situ that undergirds cleaners’ competence in doing this work, and discuss the impact that this competence has on the performance of care.