Deskilling emotional labour
Evidence From Department Store Retail
Bibliographic Data
| ID | 2374041 |
|---|---|
| Authors | Peter Ikeler (0000-0003-3577-229X, SUNY Old Westbury, corresponding author) |
| Year | 2016 |
| Volume | 30 |
| Issue | 6 |
| Pages | 966-983 |
| Publication date | 2016-12-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Work Employment and Society (JOURNAL) |
| Journal identifiers | ISSN: 0950-0170 • E-ISSN: 1469-8722 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/0950017015609031 |
| OpenAlex | W2249098680 |
| Language | EN |
| Citations received | 24 |
| References cited | 55 |
How have the skills of service jobs changed? Have they undergone deskilling, upgrading or some contingent or compensatory development? This study examines these questions as they pertain to frontline sales work in US department stores. It begins by identifying an operational concept of service skill latent across recent debates and then examines it via qualitative comparison of full-line and discount stores in New York City. Based on an evaluative framework akin to that of Blauner, this study's workplace-level findings suggest that the industry-level succession of full-line stores by discounters has embodied a decline in the complexity and autonomy of salespersons' emotional labour
Autonomy · Business · Business Review · Deskilling · Economics · Embodied cognition · Emotional labor · Labour economics · Management · Political science · Public relations · Service (business · Work (physics · Emotional Labor in Professions · Employment and Welfare Studies · Engineering · Labor Movements and Unions · Psychology · Social Psychology · Marketing
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| Unique citing works | 24 |
|---|---|
| Citations per year | 2,67 |
| Citation span | 2017 - 2026 (10) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 23 |