Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild's Managed Heart:

doi:10.1177/0950017003017002004

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Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild's Managed Heart:

Journal Article•DOI•

Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild's Managed Heart:

Sharon C. Bolton, Carol Boyd¹•Institutions (1)

University of Glasgow¹

01 Jun 2003-Work, Employment & Society (SAGE Publications)-Vol. 17, Iss: 2, pp 289-308

TL;DR: In this article, airline cabin crews are depicted as skilled emotion managers who are able to juggle and synthesize different types of emotion work dependent on situational demands and the capacity for cabin crews to resist and modify the demands of management and customers acts to further contradict Hochschild's claim regarding the ''transmutation' of feelings.

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Abstract: This article examines emotion in organizations and the emotion management skills organizational actors possess. While Hochschild's (1983) seminal work on emotional labour is perhaps one of the greatest contributions to our understanding of emotion in organizations, this article challenges key tenets of Hochschild's thesis and goes on to offer an evolved analysis of emotional labour and alternative conceptualizations of organizational emotionality. Using comparable data, this article depicts airline cabin crews as skilled emotion managers who are able to juggle and synthesize different types of emotion work dependent on situational demands. In addition, the capacity for cabin crews to resist and modify the demands of management and customers acts to further contradict Hochschild's claim regarding the `transmutation' of feelings.

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Triangulation in Social Research: : Qualitative and Quantitative Methods Can Really Be Mixed

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Wendy Olsen, Michael Haralambos, Martin Holborn

01 Jan 2004

TL;DR: In this article, the authors present a review of the sociological approach known as triangulation, which is not aimed merely at validation but at deepening and widening one's understanding.

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Abstract: For those who teach methodology within social science departments, notably sociology, the mixing of quantitative and qualitative methods presents an ongoing problem. Recent developments in the philosophy of science have argued that the two traditions should not have a separate-but-equal status, and should instead interact. By reviewing three positions about this issue ('empiricist', constructionist, and realist) the chapter offers a review of the sociological approach now known as triangulation. The chapter refers to several empirical examples that illustrate the realist position and its strengths. The conclusion of the chapter is a more abstract review of the debate over pluralism in methodology. Triangulation, I argue, is not aimed merely at validation but at deepening and widening one's understanding. As a research aim, this one can be achieved either by a person or by a research team or group. Triangulation and pluralism both tend to support interdisciplinary research rather than a strongly bounded discipline of sociology. (For a copy of this book, you may contact Causeway Press on 01695 576048, email causeway.press@btinternet.com, ISBN 1902796829.)

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780 citations

Cites background from "Trolley Dolly or Skilled Emotion Ma..."

...Examples include studies of caring work among airline stewards and stewardesses (Bolton and Boyd 2003; Taylor and Tyler 2000; Williams 2003) and studies of the work done in call centres (Taylor et al. 2002); and studies of homeless people’s daily lives (Gaetz and O'Grady 2002)....
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Journal Article•DOI•

On Being Positive: Concerns and Counterpoints

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Stephen Fineman¹•Institutions (1)

University of Bath¹

01 Apr 2006-Academy of Management Review

TL;DR: In this article, the attractions and shortcomings of the positive neohumanisitic turn in organizational theorizing and how positivity might be developed are examined, and suggestions on how positive scholarship could be reconfigured in light of the present critique and against the emancipatory ideas of critical organizational theory.

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Abstract: In this article I examine the attractions and shortcomings of the “positive” neohumanisitic turn in organizational theorizing and how positivity might be developed. I evaluate positivity's moral and cultural underpinnings and claims to separate positive from negative emotions, and I explore the deployment of positiveness in HRM programs of empowerment, emotional intelligence, and fun at work. I conclude with suggestions on how positive scholarship could be reconfigured in light of the present critique and against the emancipatory ideas of critical organizational theory.

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474 citations

Cites background from "Trolley Dolly or Skilled Emotion Ma..."

...Both explicit and tacit emotion display rules have been shown to characterize and positively regulate front- and backstage interpersonal encounters in different work settings (Abu-Lughod & Lutz, 1990; Ashforth & Humphrey, 1995; Bolton, 2003; Fineman, 1995; Hochschild, 1979; Morris & Dachler, 2000)....
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Journal Article•DOI•

Human resources in tourism: still waiting for change

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Tom Baum

01 Dec 2007-Tourism Management

TL;DR: This article reviewed key themes that impact on the role and management of human resources in tourism (primarily relating to work and employment) and assesses whether the past 20 years provides evidence of significant change within the sector.

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386 citations

Progress in Tourism Management Human resources in tourism: Still waiting for change

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Tom Baum

01 Jan 2007

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Abstract: This paper reviews key themes that impact on the role and management of human resources in tourism (primarily relating to work and employment) and assesses whether the past 20 years provides evidence of significant change within the sector. The paper considers the status of work in tourism and reflects upon the impact that key environmental developments have had upon employment—the practice of human resource management in contemporary tourism; the impact of global and social forces on perceptions of work and careers; the impact of ICT on work and employment in tourism; changing interpretations of skills within tourism; and the increasingly diverse nature of the tourism workforce in developed countries. Conclusions are drawn which point to a ‘‘hung jury’’ in considering whether change in the tourism workplace, over the review timeframe, has been ephemeral or more fundamental. r 2007 Elsevier Ltd. All rights reserved.

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381 citations

Journal Article•DOI•

Emotional Labor at a Crossroads: Where Do We Go from Here?

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Alicia A. Grandey¹, Allison S. Gabriel²•Institutions (2)

Pennsylvania State University¹, Virginia Commonwealth University²

10 Apr 2015-Social Science Research Network

TL;DR: In this paper, the authors introduce emotional labor as a dynamic integration of three components (i.e., emotional requirements, emotion regulation, and emotion performance), interpret personal and organizational moderators, and point to innovative new methodological approaches.

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Abstract: Three decades after its introduction as a concept, emotional labor—regulating emotions as part of the work role—is fully on the map in organizational behavior and organizational psychology. As research has accelerated, roadblocks, such as fuzzy construct conceptualizations, assumed but untested processes, and methodological stagnation, have emerged. To provide direction to new scholars and suggestions to seasoned emotional labor researchers, we review theoretical perspectives and evidence for emotional labor and its (a) construct development and measurement, (b) chronic and momentary determinants, (c) prediction of employee well-being, and (d) influence on organizational performance. On this path, we introduce emotional labor as a dynamic integration of three components (i.e., emotional requirements, emotion regulation, and emotion performance), interpret personal and organizational moderators, and point to innovative new methodological approaches. Overall, we provide a new road map to jump-start the fiel...

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366 citations

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References

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Book•

The Presentation of Self in Everyday Life

[...]

Erving Goffman

01 Jan 1959

TL;DR: For instance, in the case of an individual in the presence of others, it can be seen as a form of involuntary expressive behavior as discussed by the authors, where the individual will have to act so that he intentionally or unintentionally expresses himself, and the others will in turn have to be impressed in some way by him.

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Abstract: hen an individual enters the presence of oth ers, they commonly seek to acquire information about him or to bring into play information about him already possessed. They will be interested in his general socio-economic status, his concep tion of self, his attitude toward them, his compe tence, his trustworthiness, etc. Although some of this information seems to be sought almost as an end in itself, there are usually quite practical reasons for acquiring it. Information about the individual helps to define the situation, enabling others to know in advance what he will expect of them and what they may expect of him. Informed in these ways, the others will know how best to act in order to call forth a desired response from him. For those present, many sources of information become accessible and many carriers (or “signvehicles”) become available for conveying this information. If unacquainted with the individual, observers can glean clues from his conduct and appearance which allow them to apply their previ ous experience with individuals roughly similar to the one before them or, more important, to apply untested stereotypes to him. They can also assume from past experience that only individuals of a par ticular kind are likely to be found in a given social setting. They can rely on what the individual says about himself or on documentary evidence he provides as to who and what he is. If they know, or know of, the individual by virtue of experience prior to the interaction, they can rely on assumptions as to the persistence and generality of psychological traits as a means of predicting his present and future behavior. However, during the period in which the indi vidual is in the immediate presence of the others, few events may occur which directly provide the others with the conclusive information they will need if they are to direct wisely their own activity . Many crucial facts lie beyond the time and place of interaction or lie concealed within it. For example, the “true” or “real” attitudes, beliefs, and emotions of the individual can be ascertained only indirectly , through his avowals or through what appears to be involuntary expressive behavior. Similarly , if the individual offers the others a product or service, they will often find that during the interaction there will be no time and place immediately available for eating the pudding that the proof can be found in. They will be forced to accept some events as con ventional or natural signs of something not directly available to the senses. In Ichheiser ’s terms, 1 the individual will have to act so that he intentionally or unintentionally expresses himself, and the others will in turn have to be impressed in some way by him.…

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33,615 citations

"Trolley Dolly or Skilled Emotion Ma..." refers background in this paper

...Unlike the factory worker, they own the means of production and, therefore, the capacity to present a ‘sincere’ or ‘cynical’ performance lies within the emotional labourer (Goffman, 1959)....
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...Often it is not only impression rules that are being bureaucratized, but companies are attempting also to bureaucratize the spirit (Goffman, 1959)....
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...or ‘cynical’ performance lies within the emotional labourer (Goffman, 1959)....
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...They denote the commercial use of emotion in organizations whilst recognizing that the social actor brings the necessary skills into the organization through a lifetime’s training in ‘the presentation of self’ (Goffman, 1959)....
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...Goffman (1959) would call the routine compliance with social feeling rules the ‘presentation of self’ and it is suggested here that actors’ abilities in presenting socially desirable performances are better thought about in terms of ‘presentational’ emotion management, with ‘philanthropic’ emotion…...
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Journal Article•DOI•

The Managed Heart: Commercialization of Human Feeling

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John E. Tropman, Arlie Russell Hochschild

21 Jan 1984-Journal of Policy Analysis and Management

6,307 citations

"Trolley Dolly or Skilled Emotion Ma..." refers background in this paper

...Frequently due to the essential part such performances play in the labour process, this form of emotion management is referred to as ‘emotional labour’ (Hochschild, 1983) or, in the case of the typology presented here, ‘pecuniary’ or ‘prescriptive’ emotion management....
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...Organizations such as commercial airlines require their employees do more than ‘surface act’; they want them to invest their performances with feeling (Hochschild, 1983; Tyler and Taylor, 2001)....
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...Her empirical study of air-stewardesses highlights how actors’ emotion management skills have become a saleable commodity commonly referred to as ‘emotional labour’ (Hochschild, 1983)....
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Book•

Interaction Ritual: Essays on Face-To-Face Behavior

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Erving Goffman

01 Jan 1967

TL;DR: Goffman's Interaction Ritual as mentioned in this paper is an interesting account of daily social interaction viewed with a new perspective for the logic of our behavior in such ordinary circumstances as entering a crowded elevator or bus.

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Abstract: Not then, men and their moments. Rather, moment and their men, writes Erving Goffman in the introduction to his groundbreaking 1967 Interaction Ritual , a study of face-to-face interaction in natural settings, that class of events which occurs during co-presence and by virtue of co-presence. The ultimate behavioural materials are the glances, gestures, positionings, and verbal statements that people continuously feed into situations, whether intended or not. A sociology of occasions is here advocated. Social organisation is the central theme, but what is organized is the co-mingling of persons and the temporary interactional enterprises that can arise therefrom. A normatively stabilized structure is at issue, a "social gathering", but this is a shifting entity, necessarily evanescent, created by arrivals and killed by departures. The major section of the book is the essay "Where the Action Is", drawing on Goffman's last major ethnographic project observation of Nevada casinos. Tom Burns says of Goffman's work "The eleven books form a singularly compact body of writing. All his published work was devoted to topics and themes which were closely connected, and the methodology, angles of approach and of course style of writing remained characteristically his own throughout. Interaction Ritual in particular is an interesting account of daily social interaction viewed with a new perspective for the logic of our behavior in such ordinary circumstances as entering a crowded elevator or bus." In his new introduction, Joel Best considers Goffman's work in toto and places Interaction Ritual in that total context as one of Goffman's pivotal works: oHis subject matter was unique. In sharp contrast to the natural tendency of many scholars to tackle big, important topics, Goffman was a minimalist, working on a small scale, and concentrating on the most mundane, ordinary social contacts, on everyday life.o

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5,862 citations

Journal Article•DOI•

The Managed Heart: Commercialization of Human Feeling.

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Julie V. Brown, Arlie Russell Hochschild

01 Sep 1985-Social Forces

4,428 citations

"Trolley Dolly or Skilled Emotion Ma..." refers background or methods in this paper

...For Hochschild; ‘in the realm of feeling, Orwell’s 1984 came in disguise several years ago, leaving behind a laugh and perhaps the idea of a private way out’ (Hochschild, 1983: 23)....
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...The acceptance of the view that, within the social framework, actors can ‘do’ varying degrees of emotion work, that there is choice in what, when, how much and to whom they give, allows the introduction of the concept of the ‘gift exchange’ (Hochschild, 1983: 76)....
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...This would be to duplicate the error of those who describe a solid divide between the public and private (Hochschild, 1983, 1989)....
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...…of an emotion system’ when acts of private emotion management ‘fall under the sway of large organizations, social engineering and the profit motive’ (Hochschild, 1983: 19), arguably disqualifies the possibility that employees may exert an ‘active and controlling force’ in relationships with…...
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...…in an estrangement from genuine feelings and that cynical performances may be less of an ‘exquisite drama’ (Goffman, 1967) and more a form of ‘abuse’ (Hopfl, 2002) likely to produce burn-out and even a loss of a sense of one’s ‘true self’ (Hochschild, 1983; Tyler and Taylor, 2001; Wharton, 1996)....
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Journal Article•DOI•

Emotion Work, Feeling Rules, and Social Structure

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Arlie Russell Hochschild¹•Institutions (1)

University of California, Berkeley¹

01 Nov 1979-American Journal of Sociology

TL;DR: In this article, an emotion-management perspective is proposed as a lens through which to inspect the self, interaction, and structure of emotion, arguing that emotion can be and ofter is subject to acts of management.

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Abstract: This essay proposes an emotion-management perspective as a lens through which to inspect the self, interaction, and structure. Emotion, it is argued, can be and ofter is subject to acts of management. The individual often works on inducing or inhibiting feelings so as to render them "appropriate" to a situation. The emotion-management perspective draws on an interactive account of emotion. It differs from the dramaturgical perspective on the one hand and the psychoanalytic perspective on the other. It allows us to inspect at closer range than either of those perspectives the relation among emotive experience, emotion management, feeling rules, and ideology. Feeling rules are seen as the side of ideology that deals with emotion and feeling. Emotion management is the type of work it takes to cope with feeling rules. Meaning-making jobs, more common in the middle class, put more premium on the individual's capacity to do emotion work. A reexamination of class differences in child rearing suggest that middle-...

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4,412 citations

"Trolley Dolly or Skilled Emotion Ma..." refers background in this paper

...The ability to manage emotion according to the ‘rules’ of the situation emphasizes the need to acknowledge the power of the ‘social’ (Hochschild, 1979)....
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...Hochschild’s work has proved to be enduringly popular and there is little that has been written concerning the subject of emotions and organizations in the last 20 years that does not refer to the ‘Managed Heart’....
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...Hochschild’s ‘Managed Heart’ Hochschild (1979, 1983) offers insight into the social actor’s ability to work on emotion in order to present a socially desirable performance and capitalism’s appropriation of that skill....
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...Hochschild successfully links the ideas of work and emotion, thereby recognizing that social actors are able to carry out emotion work, which can be used as a vital part of the capitalist labour process (Hochschild, 1979, 1983)....
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...Amongst contemporary literature perhaps the greatest contribution to advance an understanding of emotion in organizations is Hochschild’s (1983) work concerning the ‘Managed Heart’....
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