Ticket inspectors use emotion displays of sympathy and dominance to manage status dynamics in passenger encounters
Bibliographic Data
| ID | 2306397 |
|---|---|
| Authors | Camilla Bank Friis (0000-0001-6134-4622, University of Copenhagen, corresponding author) |
| Year | 2024 |
| Volume | 72 |
| Issue | 6 |
| Pages | 1126-1144 |
| Publication date | 2024-10-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Current Sociology (JOURNAL) |
| Journal identifiers | ISSN: 0011-3921 • E-ISSN: 1461-7064 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/00113921231176582 |
| OpenAlex | W4380487749 |
| Language | EN |
| Citations received | 2 |
| References cited | 37 |
Research shows that people use emotions to manage service encounters. Little research has examined how rule enforcers manage status with different emotion displays. This article conceptualizes emotion displays as defensive and protective strategies to study how rule enforcers use emotions to control status dynamics in contested encounters. Based on 30 body-worn camera-recorded ticket-fining events and 11 interviews, the analysis shows that inspectors use emotion strategies of displaying dominance and giving and claiming sympathy to manage situations and negotiate status. Feeling rules prescribe inspectors to avoid conflict escalation and personal investment, yet rule enforcement involves interpersonal contests with emotional tension that makes emotional investment difficult to avoid. The findings yield insights into microprocesses of emotion management with an appreciation of the strategic use of emotion displays and their relation to micro-level status dynamics. The article discusses the prospects of studying the microprocesses of negotiating status and its methodological implications
Dominance (genetics) · Enforcement · Feeling · Interpersonal communication · Negotiation · Political science · Public relations · Social science · Sociology · Sympathy · Emotional Labor in Professions · Emotions and Moral Behavior · Language, Discourse, Communication Strategies · Law · Psychology · Social Psychology
On the costs and benefits of emotional labor
Understanding and Validity in Qualitative Research
The state of the heart
Emotion Management in the Workplace
The Managed Heart
Violence
What good are interviews for thinking about culture? Demystifying interpretive analysis
Old Paths and New Directions
Working at the edge
Making sense of violence and victimization in health care work
Managing passenger etiquette in Tokyo
Nonverbal Behavior and the Vertical Dimension of Social Relations
Misery and Company
Managing the Emotions of Others
Video Data Analysis
Talk Is Cheap
A Sociology of Nothing
Sociological Theories of Human Emotions
Emotional Feedback and Amplification in Social Interaction
Citizen Self-Presentation and Aggression in Ticket Fining Events
Group Styles of Justice or Service
| Unique citing works | 2 |
|---|---|
| Citations per year | 2 |
| Citation span | 2025 - 2026 (2) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 1 |