Showing papers on "Emotional labor published in 1998"

Emotional dissonance in organizations: antecedents, consequences, and moderators.

Abstract: Emotional dissonance, or person-role conflict originating from the conflict between expressed and experienced emotions, was examined. The study was based on a reconceptualization of the emotional labor construct, with dissonance as a facet rather than a consequence of emotional labor. The effects of emotional dissonance on organizational criteria were isolated, thereby explaining some of the conflicting results of earlier studies. Empirically, job autonomy and negative affectivity as antecedents of emotional dissonance, and emotional exhaustion and job satisfaction as consequences of emotional dissonance, were explored. Self-monitoring and social support were tested as moderators of the emotional dissonance-job satisfaction relationship. Significant relationships with job autonomy, emotional exhaustion, and job satisfaction were found. Social support significantly moderated the emotional dissonance-job satisfaction relationship.

Working in the service society

Abstract: Preface 1. The Service Society and the Changing Experience of Work Cameron Lynne Macdonald and Carmen Sirianni Part I: Management Control of the New Labor Process 2. Rethinking Questions of Control: Lessons from McDonald's Robin Leidner 3. The Politics of Service Production: Route Sales Work in the Potato-Chip Industry Steven H. Lopez 4. Consumers' Reports: Management by Customers in a Changing Economy Linda Fuller and Vicki Smith 5. Service with a Smile: Understanding the Consequences of Emotional Labor Amy S. Wharton Part II: Gender, Race, and Stratification in the Service Sector 6. From Servitude to Service Work: Historical Continuities in the Racial Division of Paid Reproductive Labor Evelyn Nakano Glenn 7. Family, Gender, and Business in Direct Selling Organizations Nicole Woolsey Biggart 8. Reproducing Gender Relations in Large Law Firms: The Role of Emotional Labor in Paralegal Work Jennifer L. Pierce Part III: Worker Resistance, Organizing, and Participation 9. Invisibility, Consciousness of the Other, and Resentment among Black Domestic Workers Judith Rollins 10. Shadow Mothers: Nannies, Au Pairs, and Invisible Work Cameron Lynne Macdonald 11. Resisting the Symbolism of Service among Waitresses Greta Foff Paules 12. "The Customer Is Always Interesting": Unionized Harvard Clericals Renegotiate Work Relationships Susan C. Eaton 13. The Prospects for Unionism in a Service Society Dorothy Sue Cobble Contributors

Emotional Labour and the New Workplace

Abstract: This chapter focuses upon ‘emotional labour’. Following Hochschild (1983 & 1993), this term refers to the management of human feeling, during social interaction within the labour process, as shaped by the dictates of capital accumulation. Until recently, the phenomenon of emotional labour had been neglected by the British academy (James, 1989; Fuller and Smith, 1991; Filby, 1992; Fineman, 1993; Sturdy, 1994; Kerfoot, 1995; Newton, 1995; Bolton, 1997; Fineman and Sturdy, 1997). However, analyses of emotional labour are crucial to fully appreciate the emergence of ‘the new workplace’. When restricting her attention to jobs where emotional labour was the main human capacity sold to an employer, Hochschild estimated in 1983 that one-third of all employment in the US and half of that performed by women could be classified as such. It can be safely argued that emotional labour has increased in significance since the early 1980s given the contraction of manufacturing, the expansion of the service sector and increased female participation in the labour force of western societies.

Emotion labor at 911: A case study and theoretical critique

Abstract: This study of 911 call‐takers describes the different ways human feeling is understood, expressed and managed in the emotionally‐charged atmosphere of an emergency 911 communications center. After reviewing past work on emotion labor and organizational burnout, we describe the data, qualitative methods, and the role of call‐takers at Citywest Emergency Center. The heart of the paper is a description of the emotional landscape at 911, the organization's emotion rules, and the communicative devices call‐takers use to manage their emotion. Based upon this 911 case, we critique several assumptions made in past emotion labor and organizational burnout studies. The paper concludes with implications for emergency communications call‐taking.

Alertness to the needs of others: a study of the emotional labour of caring.

Abstract: This study attempts to recognize and value emotional labour and the skills involved and embodied within it. Also, there is an attempt to deliberately re-value the caring component of nursing. Caring is identified as the central task of the nurse, emotional labour is part of caring and therefore a defence of emotional labour is central to affirming nursing's worth. The study draws on the work of Hochschild who first used the term emotional labour to define the undefined, unexplained component of the work mainly carried out by women. Such caring work also is not officially recorded and may only be passed on in an oral tradition. Case studies of three experienced enrolled nurses (level 2) who were on a course to convert their nursing qualification to registered nurse (level 1) were compiled. Phenomenology as an inductive, descriptive research method was used to investigate and describe their experiences as emotion managers at home and emotion workers in clinical hospital settings. From the case studies, it was concluded that all three women recognize emotion work as work but also that this type of work is not recorded. They also were not able to name skills used for such work and generally believe that it is through life experience that they have learnt emotion management. I used the information from my conversations with the women to name skills, indeed the title of the study is one such skill. All three women demonstrated a positive self-evaluation of their work although they felt that society did not value care work. I use some of their comments, the literature and my own thoughts to discuss ways of improving and valuing the emotional labour of nursing.

You Never Show You Can't Cope: Women in school leadership roles managing their emotions

Abstract: In Australia, as elsewhere, education systems and schools are being reformed and restructured. Leadership in times of change is a highly emotionally charged activity. People working in leadership positions are constantly being assailed by the emotional demands placed on them by their peers, students and members of the community. Drawing on the experiences of a group of women in leadership positions in primary and secondary schools in Queensland, Australia, the author illustrates the emotional labour of these women negotiating the demands of continual change. In this article it is argued that the emotions of people working in leadership positions are regulated by emotional rules that are implicit within the organisational ethos of the education system and the school itself. Their emotional responses are shaped by the contextual exigencies in which they work. In the final part of the article the author proposes that there is a need to understand how women are negotiating the emotional terrain that is a cons...

Professional feelings as emotional labor

Abstract: Emotional labor is what workers do with their feelings to comply with organizational role requirements This article explores the concept in professional organizations, examining the psychotherapeutic discourse of objectivity, neutrality, and care as feeling rules Based on a study in a residential psychiatric facility in Israel, the authors found that counselors labored to display aspired professional feelings despite the absence of memos, protocols, or training sessions Who told them to do so? How did they know what to feel? The authors claim that therapeutic discourse constitutes professional feelings through the use of specific concepts and techniques However, the term professional feelings disguises a complicated process of negotiation between different ideologies The difference between two groups of counselors indicates that both scientific and intersubjective knowledge represent modes of emotional control The authors claim, thus, that emotional labor in professional service organizations is the

Customer responses to emotional labour in discrete and relational service exchange

Abstract: As part of their jobs, many service employees are required to express certain emotions, such as positive affect toward service customers. Sometimes employees do not actually feel the emotions that they are expressing, resulting in what has been called “emotional labour.” Although a number of scholars have examined how service employees respond to requirements for emotional labour, few have studied how customers respond to employees who are enacting emotional labour ‐ or its opposite, emotional effortlessness. Building from the impression management framework, this paper develops an operationalization of emotional labour and presents hypotheses about consumer responses to emotional labour and emotional effortlessness. It also proposes an adaptation of previous marketing applications of the impression management framework. The hypotheses are then tested in two laboratory experiments. Results suggest that perceptions of emotional effortlessness can have a significant and positive impact on customer evaluations, but only in relational (as opposed to discrete) service situations.

Child care work : Intimacy in the shadows of family-life

Abstract: This study analyzes the relationships between child care workers and the families of the children they serve Because paid child care operates in the borderlands of family, many workers develop intimate relationships—both emotional and physical—with the children they care for and their families Based on three and a half years of participant-observation fieldwork, and in-depth interviews with child care workers, the researcher examines how worker's subjective meanings are shaped through daily interactions, through organizational processes found in child care centers, and by the gendering of child care as women's work The child care workers in this study saw themselves in “family-like” relationship with the families they served This designation as “like-moms” and “pseudo-parents” also meant that workers continually engaged in “emotional labor”—managing the intimacy they experienced as caregivers against the expectations placed on them as workers

Arlie Russell Hochschild

Abstract: What is emotional labour, what do we do when we manage emotion, and what are the costs and benefits of doing so in public and private life? These and many other pertinent sociological questions have been centrally addressed by Arlie Russell Hochschild over the years in her pioneering work on the commercialisation of human feeling and the gender division of emotional labour. In doing so, she has effectively pioneered a whole new way of seeing the world, one which not only places human feeling at the heart of the sociological enterprise, but also provides a profound critique of the problems of authenticity and estrangement in late-twentieth-century capitalist society. It is to these central, albeit neglected, sociological issues that this chapter is devoted.

연구논문 : 호텔종업원의 감정노동이 직무관련태도에 미치는 영향

Abstract: Emotional labor is generally defined as the act of expressing organizationally desired emotion during the service transactions. The purpose of this study is to examine the casual relationship between the emotional labor and the job-related attitude of hotel employees. The sample survey was conducted to 900 employees working at 20 deluxe hotels in Seoul and 691 effective samples were collected. ANOVA and regression method were used to test the hypothesis. The findings from the above analysis were as; there are significant casual relationship between emotional labor and job related attitudes, and the effect of emotional labor on organization citizenship behaviors was found dependent upon job specialization.