Textbook Notes (369,133)
Canada (162,403)
Sociology (1,513)
SOC366H1 (16)

SOC366 Summary.doc

3 Pages

Course Code
Stephen Reid

This preview shows page 1. Sign up to view the full 3 pages of the document.
Emotional Labour in Service Work Robin Leidner • Emotional labour is crucial to the performance of interactive service work because these jobs involve direct interaction with people or “clients” • In service work, employers try to manage the emotions of their workers and in turn, workers try to control the emotional responses of their employer • Workers and consumers derive some benefits from the routinization of service interactions but the instrumental approach to human personality and social interaction raises moral issues • Places like McDonalds or other retailers ask employees to smile for customers which requires more effort than people who work with data or not with customers face-to-face o This “effort” is sold for a wage which Hochschild calls “emotional labour” which is the management of feeling to create a publicly observable facial and bodily display intended to produce a certain state of mind to others • As service jobs grow in number, emotional labour becomes a more prevalent component of work • Service sector: includes a broad spectrum of jobs: nannies, truck drivers, dental technicians, etc. and not all require emotional labour. Sales and customer service jobs require emotional labour which are part of the manufacturing sector • Interactive service work: jobs that require workers to interact directly with customers or clients, regardless of economic sector ex. psychiatrists and teachers • The emotional labour of frontline service workers is likely to be guided by their employers and not by the professional norms o Frontline workers then have to deal with their own emotions while managing the emotional responses of others • In service work its hard to differentiate between the worker, the work process, the product/outcome because the quality of the interaction is often part of the service being delivered • Customers, clients and patients are part of the work process; co- producers of the interaction • Service recipients are judges of the adequacy of the workers emotional labour • In the past there used to be a distinction between careers and jobs • Interactive service workers usually make use of their emotions and personalities when they do their work so employers usually have a direct interest in more aspects in their lives than other employers for other workers • Employers may feel that they are legitimately entitled to intervene with workers looks, feelings and words When do employers intervene in service workers emotional labour? • Not all employers monitor the emotional labour of service workers • Employers who believe that the quality of the service interaction does not have an appreciable impact on consumer choices, are unlikely to put a high priority on controlling emotional labour o Those who think it does have an impact will put in a bigger effort and priority on controlling and monitoring emotional labour • Some employers feel that they can depend on the employees to provide appropriate emotional labour on their own • Employers intervene when they find emotional labour crucial and doubt the capability or motivation of their employees
More Less
Unlock Document

Only page 1 are available for preview. Some parts have been intentionally blurred.

Unlock Document
You're Reading a Preview

Unlock to view full version

Unlock Document

Log In


Join OneClass

Access over 10 million pages of study
documents for 1.3 million courses.

Sign up

Join to view


By registering, I agree to the Terms and Privacy Policies
Already have an account?
Just a few more details

So we can recommend you notes for your school.

Reset Password

Please enter below the email address you registered with and we will send you a link to reset your password.

Add your courses

Get notes from the top students in your class.