The degradation of work and the end of the skilled emotion worker at Aer Lingus

Is It All Trolley Dollies Now

Datos Bibliográficos

ID2373689
AutoresCaitriona Curley (Ollscoil na Gaillimhe – University of Galway), Tony Royle (0000-0002-2209-4170, Ollscoil na Gaillimhe – University of Galway)
Año2013
Volumen27
Número1
Páginas105-121
Fecha de publicación2013-02-01
Peer ReviewedSí
Open AccessSí
TipoARTICLE
RevistaWork Employment and Society (JOURNAL)
Identificadores de la revistaISSN: 0950-0170 • E-ISSN: 1469-8722
EditorialSAGE Publications Inc (PUBLISHER)
DOI10.1177/0950017012460317
OpenAlexW2126881330
IdiomaEN
Citas recibidas17
Referencias citadas43

The article focuses on emotional labour and self-identity at the Irish-owned Aer Lingus airline from 1998 to 2008. It has been suggested that emotional labour is likely to be an increasingly important feature of frontline service jobs. However, in this case management has reduced the level of emotional labour requirement while work organization, recruitment policy and training have changed to focus on sales and lower labour costs, intensifying workloads and reducing cabin crew autonomy. Although some may suggest that a reduction in emotional labour requirement would be a positive outcome for employees, this is not how it has been perceived by some cabin crew. Long-serving cabin crew in particular see these changes as an attack on their professionalism and a challenge to their identity as skilled emotion workers

Aeronautics · Autonomy · Business · Crew · Economics · Emotional labor · Identity (music · Irish · Labour economics · Political science · Work (physics · Emotional Labor in Professions · Employment and Welfare Studies · Engineering · Labor Movements and Unions · Psychology · Social Psychology