Emotional labour and the<i>living personality</i>at work: Labour power, materialist subjectivity and the dialogical self

Brook, Paul A.

doi:10.1080/14759551.2013.827423

Cited by 26 publications

(32 citation statements)

References 56 publications

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“…While mobilizing emotional labour may have had purchase during PPF, two decades of demands to deliver more exacting customer service within straitened conditions undermined potential transmutation and fractured employee identification with the company. In the contest between 'personal' and 'social' meanings of work (Brook, 2013), BASSA legitimated crew's sense of their interests as workers and as advocates of customer service over the company's discourse -transmuted feelings were transformed into perceptions of commodification.…”

Section: Discussionmentioning

confidence: 99%

Cabin crew collectivism: labour process and the roots of mobilization

Taylor

Moore

2014

Work, Employment and Society

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The protracted dispute between British Airways and BASSA (British Airways Stewards and Stewardesses Association) was notable for the strength of collective action by cabin crew. In-depth interviews reveal collectivism rooted in the labour process and highlight the key agency of BASSA in effectively articulating worker interests. This data emphasizes crews' relative autonomy, sustained by unionate on-board 'managers' who have defended the frontier of control against managerial incursions. Periodic attempts to re-configure the labour process, driven by cost cutting imperatives in an increasingly competitive airline industry, eroded crews' organizational loyalties. When BA imposed radical changes to contracts and working arrangements, BASSA successfully mobilized its membership. The article contributes to labour process analysis by emphasizing the collective dimensions to emotional labour, restoring the 'missing subject', but also articulating the interconnections between labour process and mobilization and the role unions can play in providing the organizational and ideological resources to legitimate worker interest.

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Section: Discussionmentioning

confidence: 99%

Cabin crew collectivism: labour process and the roots of mobilization

Taylor

Moore

2014

Work, Employment and Society

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“…The concept of emotional labor and its relevance to tourism and hospitality industry is well documented in the literature, and it refers to the requirement from employees to either dissemble or manage actual feelings for the benefit of successful service delivery (Pizam, Shani 2009;Pala, Tepeci, 2009). Likewise, Brook (2013) argues that service workplaces require high degree of emotional labor such as restaurants, cafes, hospitals, call-centers and retail stores, and emotional labor is specifically important in interactive service jobs (Leidner, 1999) due to the inconsistency between customer expectations and behavior. Customers always demand high-quality service from the staff irrespective of their behavior towards them.…”

Section: Literature Reviewmentioning

confidence: 99%

Factors affecting the emotional labor in food services: The case of Van as a tourism destination

Çetin¹,

Icoz²,

Gökdeniz³

2018

Turizam

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There are many studies on the concept of emotional labor in the literature, but limited studies available in the food services business. For this reason, the basic objective of present study is to identify the factors affecting emotional labor of employees in this industry and to explore the situational factors and demographic variables that may have an impact on emotional labor through its sub dimensions as surface acting and deep acting. The data were collected from the food services workers during 2017 summer season in Van, by a questionnaire as the survey instrument which was developed by the authors from the literature. Major findings of this survey can be summarized as; emotional labor was mostly influenced by emotional dissonance and interaction variety, and positive relationships were found between interaction frequency and interaction intensity, emotional dissonance and interaction variety; there is a significant association between intensity of interaction and gender of the employees; and as a demographic dimension, woman workers display more intensive emotional labor then men do.

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“…This analysis is focused on identifying the role of selected variables related to persons, including employees' competences. Until now, in addition to the most commonly analysed influence of emotional intelligence on the consequences of emotional labour (Rathi, 2014), research has stressed the role of personality variables (Brook, 2013), reaction styles (Groth, Hennig-Thurau, & Walsh, 2009;Judge, Woolf, & Hurst, 2009), effects (Judge et al, 2009), and the system of values (Diefendorff & Gosserand, 2003).…”

Section: Introductionmentioning

confidence: 99%

The relationship between employees’ competences and the consequences and manner of exercising emotional labour (EL)

Springer¹,

Oleksa²

2017

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17This work is licensed under a Creative Commons Attribution 4.0 International License.Many job posts require one to display emotions specified by organisational standards. Such work is referred to as emotional labour (EL) and consists in producing particular emotional reactions in contacts with a customer as well as suppressing the actual emotional reactions that could be seen negatively by the other party. An employee may cope with such work by choosing one of two strategies: surface acting or deep acting. Emotional labour has various consequences, and professional burnout is among the negative ones. The objective of the article is to review the literature concerned with the exercise and the consequences of EL and analyse the relationship between surface and deep acting and the level of professional burnout among selected professional groups (N=297). Furthermore, the authors examine the correlation between an employee's competences and their preferred style of EL and assess the moderating role of competences in negative consequences of EL. Analyses confirm that the persons characterised by surface role-playing display a higher level of professional burnout; however, no correlation is found between deep role-playing and lower professional burnout. Analysis of the coefficients of correlation demonstrates no significant correlation between an employee's competences and deep acting, whereas a statistically significant correlation is discovered between competences and the surface strategy. The higher the competences, the less likely the employee will exercise surface acting. Verification of the last hypothesis reveals that people with a higher level of competences who follow the surface strategy in terms of faking emotions are characterised by a lower level of professional burnout than employees with lower competences. IntroductionThe practical experiences of employees show that work is more and more commonly connected with displaying a certain type of emotion (Ashforth & Humphrey, 1995;Hochschild, 2009). Organisations dictate to employees how to react emotionally with standard behaviours in relations with customers, specifying the manners of greeting, servicing standards, and complaint handling (Grandey, 2000). Such practices often cause the employees to find themselves in a situation where the emotions they feel do not correspond to the emoThe relationship between employees' competences and the consequences and manner of exercising emotional labour (EL) ABSTRACT J24, L80

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Emotional labour and theliving personalityat work: Labour power, materialist subjectivity and the dialogical self

Cited by 26 publications

References 56 publications

Cabin crew collectivism: labour process and the roots of mobilization

Cabin crew collectivism: labour process and the roots of mobilization

Factors affecting the emotional labor in food services: The case of Van as a tourism destination

The relationship between employees’ competences and the consequences and manner of exercising emotional labour (EL)

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