Emotional Labor in Service Work
Bibliographic Data
| ID | 9749415 |
|---|---|
| Authors | Robin Leidner (University of Pennsylvania, corresponding author) |
| Year | 1999 |
| Volume | 561 |
| Issue | 1 |
| Pages | 81-95 |
| Publication date | 1999-01-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | The Annals of the American Academy of Political and Social Science (JOURNAL) |
| Journal identifiers | ISSN: 0002-7162 • E-ISSN: 1552-3349 |
| Publisher | SAGE Publications (PUBLISHER • US) |
| DOI | 10.1177/0002716299561001006 |
| OpenAlex | W4249909556 |
| Language | EN |
| Citations received | 121 |
| References cited | 16 |
Emotional labor is crucial to the performance of interac tive service work, jobs that involve direct interaction with customers or clients. In such jobs, employers frequently try to manage the emotions of their workers, while workers try to control the emotional responses of service recipients. Management techniques for directing and monitoring interactive service workers extend managerial control to aspects of workers' selves usually considered outside of the scope of employer intervention. Bureaucratic controls are also extended beyond the boundaries of the organization through the management of customer behavior. While workers and consumers derive some benefits from the routinization of service interactions, its instrumental approach to human personality and social interaction raises troubling moral issues
Bureaucracy · Business · Control (management · Demographic economics · Economics · Emotional labor · Intervention (counseling · Labour economics · Management · Personality · Political science · Politics · Public relations · Scope (computer science · Service (business · Sociology · Work (physics · Computer Science · Emotional Labor in Professions · Emotions and Moral Behavior · Employment and Welfare Studies · Engineering · Marketing · Psychology · Social Psychology · Social Work
The Eroticization of Labor in Cuba's All-Inclusive Resorts
Qui a peur des émotions organisationnelles
Care
Worn Out
Benefits of mindfulness at work
Challenging Racial Silences in Studies of Emotion Work
Exploring the Dimensions of Emotional Labor
Exploring New Directions for Research in the Radical Political Economy of Consumption
Providers and Staff Respond to Medicaid Managed Care
Interspecies emotion management
Flow in work teams
Von der Arbeit, wie eine Freundin zu sein
Mediatization of Social Space and the Case of Uber Drivers
The feminised service sector
Pacifying the algorithm – Anticipatory compliance in the face of algorithmic management in the gig economy
Marketing with working consumers
"We Are Not Contractors"
Capturing the smile
Emotional Labor and Burnout
The impact of occupation according to income on depressive symptoms in South Korean individuals
Kenya in Motion 2000-2020
The ebb and flow of feeling and display in research
Emotional Labour in a Cyberabad Shopping Mall
Virtual enclaves
Practices of global capital
Self for Sale
Can Social Unequals be Friends
Exhibit and point of sale
When commerce meets care
Feeling Labor
Another look at the service encounter
The double burden on safety net providers
Relationship between Hexaco personality factors and emotional labour of service providers in the tourism industry
Sympathy Work
Tourist Practices in the Forest
For the betterment of kids who look like me
Dignity Strategies in a Neoliberal Workfare Kitchen Training Program
The ethics of service work in a neoliberal healthcare context
Affect & Labor
Western flavour wheel and local palate
Emoting up, emoting down
I am used to being extremely patient because I’m forced to be”
Class and the Service Encounter
The Working Class in the Service Sector
Forging a psychological solidarity
Preparing to work
Emotional labour and occupational wellbeing in political office
The personal is professional
Living with casinos
Young subjectivities and affective labour in the service economy
Nationspeak as a tool in nature tourism work
Laboring lesbians
Bullying Targets as Social Performers in the Public Administration Workplace
Workers with disabilities and the challenges of emotional labour
But It's Your Job To Be Friendly’
Work and gendered dimensions of recognition in the retail sector in Chile
Intimate Encounters
It’s a Dignity Thing”
Fit and Flexible
The ‘second’ global shift
Gains from resistance
Privileged Emotion Managers
Producing Pleasure, Minimizing Harm
Customer Agency in Interactive Service
Servile Sentinels of the City
Working with pride in the shadow of shame
Sensations, Bodies, and the ‘Spirit of a Place’
Managing compassionately? Managerial narratives about grief and compassion
Breaking Out of Academic Isolation
Hidden value in the platform’s platform
Emotional Labor and the Power of International Bureaucrats
The nature of front-line service work
Customer Abuse and Aggression as Labour Control Among LGBT Workers in Low-Wage Services
Structural Labour Market Change and Gender Inequality in Earnings
Claiming Competence
Racialized and Classed Contexts
In the Heat of the Moment
Performing Diplomatic Decorum
Getting Dirty With Death Loss
The Managed Hand
Put me on to a male agent
The Emotional Labor of Surveillance
Emotional Labor and Organized Emotional Care
The House Rules
All Fun and Cool Clothes? Youth Workers' Consumer Identity in Clothing Retail
Serve and Certify
The other Side of the Knowledge Economy
Vendendo emoções no cuidado profissional
"Horrible Slime Stories" When Serving Victims
The role of emotional labour in doula practice
Helping Women and Protecting the Self
Macaulay's (Cyber) Children
The Managed Heart Revisited
Interactions in Expert Service Work
Emotional Labor On and Off Water
Labor and monopoly capital
Engineering Culture
Workers' control in America
Labor and Monopoly Capital
Charismatic Capitalism
Fast Food, Fast Talk
The Managed Heart
The Dynamics of Service
The Soul of the Salesman
Worker's Control in America. Studies in the History of Work, Technology and Labor Struggles
Consumers' Reports
The Affective Consequences of Service Work
| Unique citing works | 95 |
|---|---|
| Citations per year | 4,65 |
| Citation span | 2000 - 2025 (26) |
| Citation velocity | recent |
| Highly cited | Yes |
| Citation types | Neutral: 118 |