Showing papers in "Management Communication Quarterly in 2000"
TL;DR: This paper identified two dimensions of emotional labor: emotive effort and emotive dissonance, a construct never before identified in the emotional labor literature and further validated by this study, empirically identifying the dimensions and initiates the development of a measure of emotional labour.
Abstract: This study empirically identifies the dimensions and initiates the development of a measure of emotional labor. Phase 1 of this project generated items for an exploratory questionnaire to which a broad sample of service workers responded (N = 358). Analysis revealed two dimensions of emotional labor: emotive effort, a construct never before identified in the emotional labor literature; and emotive dissonance, an acknowledged dimension that is further validated by this study. Several viable antecedent constructs of emotional labor also were identified and incorporated into an emerging model of emotional labor. In Phase 2, revised scales were administered to a second sample of service workers (N = 427) for reliability and validity purposes. Structural equation modeling also was used to establish relationships among emotional labor’s dimensions and various antecedent variables, facilitating development of a model of emotional labor.
560 citations
TL;DR: In this paper, a case study of cruise ship activities' directors analyzes emotion labor, self-subordination, and discursive construction of identity in the context of a total institution.
Abstract: This study of cruise ship activities’ directors analyzes emotion labor, self-subordination, and discursive construction of identity in the context of a total institution. It opens with a review of social theories of emotion and emotion work and Foucauldian concepts of power and identity. The case, based on fieldnotes, documents, and interview data, analyzes (a) the arbitrary nature of emotion rules; (b) the dispersion of emotion control among supervisors, passengers, peers, and the self; (c) employee self-subordination and privatization of burnout; and (d) identity as coconstituted through resistance and consent to emotion labor norms. The article concludes with a discussion of theoretical and practical implications.
288 citations
TL;DR: In this paper, the centrality of emotion in the organizing process of 911 dispatchers is discussed and the role of emotional labor in the construction of organizational community is discussed. But, the authors focus on the positive aspects of emotional labour, not the negative aspects.
Abstract: Although both scholars and practitioners continue to privilege the “rational” aspects of organization, this article demonstrates the centrality of emotion in the organizing process. The case study method combines observation at a 911 center, interviews with dispatchers, and analysis of selected calls. Departing from most treatments of emotional labor, this article features workers who not only suffer through, cope with, and resist emotional labor but sometimes also seek it out. For these 911 dispatchers, emotional labor is a fun, exciting, and rewarding part of their work. In addition to providing a description of these neglected positive functions of emotional labor, this article speaks to a broader issue: the role of emotional labor in the construction of organizational community.
231 citations
TL;DR: The internal dimensions of the Organizational Identification Questionnaire (OIQ) have been investigated in this paper, showing that the OIQ is unidimensional across organizations and time, but that only 12 of 25 items contribute meaningfully to the scale.
Abstract: This study investigates the internal dimensions of the Organizational Identification Questionnaire (OIQ). Results of factorial analytic tests of cross-sectional and longitudinal data indicate that the OIQ is unidimensional across organizations and time, but that only 12 of 25 items contribute meaningfully to the scale. Furthermore, these 12 items essentially constitute an affective measure of organizational commitment, not organizational identification as theorized. A discussion of these results examines the implications of these findings toward the future use of the OIQ scale.
193 citations
TL;DR: In this article, a case study of change-related communication in the business services department of a large local government organization in New Zealand is presented. And the authors explore the change communication from the three perspectives suggested by Trujillo, what he terms the functional, the romantic, and the critical.
Abstract: This article reports a case study of change-related communication in the business services department of a large local-government organization in New Zealand. The authors argue that popular contemporary management discourse celebrates change and creates assumptions that guide managerial practice and the interpretation of managerial actions. Thus, the work experience of most people is inundated with communication about and promoting change. The authors explore the change communication from the three perspectives suggested by Trujillo, what he terms the “functional,” the “romantic,” and the “critical”. Each of these perspectives has a different logic, suggests different metaphors, and implicates different standards for evaluation. In terms of communication, each perspective highlights different change-related communication practices and/or alternative dimensions of the same practice.
121 citations
TL;DR: This article revisited the relationship between feminist and bureaucratic organization and reported an ethnographic study of one feminist organization's efforts to personalize work relations, which ironically reproduced the division of public and private.
Abstract: This article revisits the relationship between feminist and bureaucratic organization. Much feminist critique has denounced bureaucratic impersonality and proposed the reunion of professional and personal. Yet, little is known of what happens when actual organization members merge “private” matters with “public” life. This article turns to feminist practice as a way to enhance feminist organization theory and, thus, to enrich organizational communication studies with pragmatic alternatives to gendered organization. The author reports an ethnographic study of one feminist organization’s efforts to personalize work relations, which ironically reproduced the division of public and private. The case challenges feminist assumptions about the role of emotionality and sexuality in empowering “professional” relationships and extends an alternative, provisional form of theorizing about feminist practice.
114 citations
TL;DR: In this article, the authors argue that dialogic mentoring has advantages over both conventional mentoring relationships and extant practices for generative learning in organizations, and suggest implications for research and practice.
Abstract: Organizational learning has become a popular initiative for responding to unstable environmental conditions. Relational development and community building that cultivate exploration, experimentation, and risk are foundational to the organizational learning enterprise. This essay offers a conception of mentoring as a dialogic practice and as a core relational practice for learning organizations. We argue that dialogic mentoring has advantages over both conventional mentoring relationships and extant practices for generative learning in organizations, and we suggest implications for research and practice.
85 citations
TL;DR: The authors extended genre analysis beyond analysis of text to context and audience response, thus exploring the relevance of user-based analytical tools, such as user-profiling and user-response analysis.
Abstract: This study extends genre analysis beyond analysis of text to context and audience response, thus exploring the relevance of user-based analytical tools. Competing values profiling and user informat...
52 citations
TL;DR: In this article, the authors examined stories told by the members of a Roman Catholic parish staff to each other in informal settings, focusing on the ways in which stochastic conversations were conducted.
Abstract: This study examined stories told by the members of a Roman Catholic parish staff to each other in informal settings. In analyzing the stories collected, the authors focused on the ways in which sto...
33 citations
29 citations
TL;DR: In this paper, the authors illustrate how the cultural practice of discursive essentializing in a woman-owned and operated business accomplished simultaneous agendas of power and resistance, and demonstrate how women's essentializing discourse created a community of support, flexibility, and loyalty while simultaneously suppressing dissent and strategically subordinating the employees' interests to the owners to achieve larger goals for themselves in the long term.
Abstract: The purpose of this project is to illustrate how the cultural practice of discursive essentializing in a woman-owned and operated business accomplished simultaneous agendas of power and resistance. Utilizing Foucault’s (1980) conceptualization of power and resistance and Fuss’s (1989) and Spivak’s (1988) views of essentializing as a political move, the author illustrates how the performance of gendered stereotypes, rather than having expected negative consequences, allowed organizational members to suppress conflict and to reproduce the owners’ concept of the ideal workplace for women. The women’s essentializing discourse created a community of support, flexibility, and loyalty while simultaneously suppressing dissent and strategically subordinating the employees’ interests to the owners to achieve larger goals for themselves in the long term.
TL;DR: This article explored the influence of communication networks on job-related opinions in a public organization and found that opinions of opinions of one's own work and opinions of the organization represent two types of jobrelated opinions that might be differently attuned to social influence.
Abstract: This study explored the influence of communication networks on job-related opinions in a public organization. Theoretical discussion pointed out that opinions of one’s own work and opinions of the organization represent two types of job-related opinions that might be differently attuned to social influence. Moreover, discussion of social influence mechanisms has suggested that current measurement of positional social influence suffers from a serious conceptual problem. According to the empirical results, job-related opinions were affected by social influence after controlling for other relevant variables. Opinions of the organization were more vulnerable to social influence than opinions of one’s own work. Structural equivalence was the most prominent mechanism of social influence. This study offers an alternative method of measuring positional social influence.
TL;DR: In this paper, an innovative philanthropic program was implemented by a Midwestern U.S. manufacturing company during organizational downtimes, where instead of employing layoffs and unemployment, the organization chose to enact a policy of "loaned labor," securing employee pay and benefits in exchange for work in local nonprofit organizations.
Abstract: This article examines an innovative philanthropic program instituted by a Midwestern U.S. manufacturing company during organizational downtimes. Rather than institute layoffs and unemployment, the organization chose to enact a policy of “loaned labor,” securing employee pay and benefits in exchange for work in local nonprofit organizations. This case study examines the tensions that emerged when a traditionally structured company instituted a program indicative of incremental shifts toward feminist organizing principles. In this analysis of traditional structures and feminist management principles, the authors examine the promises and problems of this philanthropic program. Lastly, the authors explore the pragmatic and far-reaching benefits of this program for the employees, the community, and the organization as a whole.