Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild's Managed Heart
Dados Bibliográficos
| ID | 2372901 |
|---|---|
| Autores | Sharon C Bolton (0009-0004-9938-5381, University of Lancaster, UK), Carol Boyd (University of Glasgow), Carol J Boyd (0000-0003-2651-6614, University of Glasgow) |
| Ano | 2003 |
| Volume | 17 |
| Fascículo | 2 |
| Páginas | 289-308 |
| Data de publicação | 2003-06-01 |
| Peer Reviewed | Sim |
| Open Access | Sim |
| Tipo | ARTICLE |
| Periódico | Work Employment and Society (JOURNAL) |
| Identificadores do periódico | ISSN: 0950-0170 • E-ISSN: 1469-8722 |
| Editora | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/0950017003017002004 |
| OpenAlex | W2133188052 |
| Idioma | EN |
| Citações recebidas | 228 |
| Referências citadas | 46 |
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
Business · Cognitive psychology · Emotion work · Emotional labor · Emotionality · Feeling · Multinational corporation · Situational ethics · Work (physics · Emotional Labor in Professions · Employment and Welfare Studies · Engineering · Labor Movements and Unions · Psychology · Social Psychology
Hochschild, Arlie (1940–)
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Labour process theory
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Von der Arbeit, wie eine Freundin zu sein
Understanding the emergence of females as leaders in academia
Revisiting the research on teachers’ emotion regulation
Parents as customers, students as consumers
Paradoxes of the late modern emotional regime, as illustrated by the gaming industry
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Peer workers as emotion managers
The feminised service sector
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The Tensions Between Hidden Work and Hiding Work for Care Workers in Residential Aged Care
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Emotional Labor at a Crossroads
The ethics of service work in a neoliberal healthcare context
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Why should gender differences in hospitality really matter? A study of personnel’s service orientation and job satisfaction in hotels
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Are we softly constructing more inclusive males? An examination of men’s interpersonal emotion work for children and partners
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I feel like I'm changing people's lives, even if it's just two hours at a time”
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Impossible or just irrelevant? Unravelling the ‘authentic leadership’ paradox through the lens of emotional labour
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Happy objects at work
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Introduction
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That’s What the Money’s for”
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Workers with disabilities and the challenges of emotional labour
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Still Red Hot? Postfeminism and Gender Subjectivity in the Airline Industry
Nowhere else sells bliss like this’
Sexualized labour in digital culture
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Invisible labour
Human Resource Management in Service Work
The Managed Heart
The Presentation of Self in Everyday Life
Interaction Ritual
Managing the Shopfloor
Customer Care in a Consumer Society
Capitalism and Modern Social Theory
The Managed Heart
The Emotional Labour of Nursing
Women's Work
Reply to Cas Wouters's Review Essay on the Managed Heart
Once I Get You Up There, Where the Air is Rarified’
Research Agendas in the Sociology of Emotions
Emotion in the Workplace
Response to Hochschild's Reply
The Unmanaged Organization
Emotional Labour
Emotion in Organizations
Microsociology
Customer Violence and Employee Health and Safety
Alienating and Liberating Emotions at Work
Emotional 'Man
Emotional 'Man
The Sociology of Emotions and Flight Attendants
Gender and Class Revisited; or, the Poverty of 'Patriarchy
All Quiet on the Workplace Front? A Critique of Recent Trends in British Industrial Sociology
Care = organisation + physical labour + emotional labour
Changing faces
Emotion Work, Feeling Rules, and Social Structure
| Obras citantes distintas | 228 |
|---|---|
| Citações por ano | 10,86 |
| Intervalo de citações | 2005 - 2026 (22) |
| Velocidade de citação | current |
| Altamente citado | Sim |
| Tipos de citação | Neutras: 228 |