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This article focuses on invisible work, a phenomenon whose scale and potential negative consequences have been highlighted by the health crisis. The concept of invisible work has already been the subject of numerous studies, but the literature remains fragmented. In order to gain a better understand of this phenomenon, in this article, we present an analytical framework based on a review of the literature, followed by a case study conducted with an ergonomic approach involving non-participant observation of the work of airport salesclerks, nineteen semi-structured interviews, and documentary analysis. In terms of results, our findings allowed us to map invisible work. From a theoretical standpoint, we have contributed to existing knowledge by identifying eight explanatory factors of invisible work in a given situation. From a managerial standpoint, our study provides managers with a grid of intelligibility that can prevent this phenomenon, or support those who fall victim to it.