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

Is It All Trolley Dollies Now

Dados Bibliográficos

ID2373689
AutoresCaitriona Curley (Ollscoil na Gaillimhe – University of Galway), Tony Royle (0000-0002-2209-4170, Ollscoil na Gaillimhe – University of Galway)
Ano2013
Volume27
Fascículo1
Páginas105-121
Data de publicação2013-02-01
Peer ReviewedSim
Open AccessSim
TipoARTICLE
PeriódicoWork Employment and Society (JOURNAL)
Identificadores do periódicoISSN: 0950-0170 • E-ISSN: 1469-8722
EditoraSAGE Publications Inc (PUBLISHER)
DOI10.1177/0950017012460317
OpenAlexW2126881330
IdiomaEN
Citações recebidas17
Referências 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