Seeking Emotional Labor

When Managing the Heart Enhances the Work Experience

Datos Bibliográficos

ID23368114
AutoresSherianne Shuler (University of Alabama), Beverly Davenport Sypher (University of Kansas)
Año2000
Volumen14
Número1
Páginas50-89
Fecha de publicación2000-08-01
Peer ReviewedSí
Open AccessSí
TipoARTICLE
RevistaManagement Communication Quarterly (JOURNAL)
Identificadores de la revistaISSN: 0893-3189 • E-ISSN: 1552-6798
EditorialSAGE Publications (PUBLISHER • US)
DOI10.1177/0893318900141003
OpenAlexW2167034096
IdiomaEN
Citas recibidas62
Referencias citadas50

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.

Centrality · Economics · Emotion work · Emotional labor · Labor relations · Management · Political science · Privilege (computing) · Process (computing) · Public relations · Sociology · Computer Science · Emotional Labor in Professions · Employment and Welfare Studies · Labor Movements and Unions · Psychology · Social Psychology