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Emotional Labor in Service Work
In: The annals of the American Academy of Political and Social Science, Band 561, S. 81-95
ISSN: 0002-7162
Emotional labor is crucial to the performance of interactive service work, ie, 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 & 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 & consumers derive some benefits from the routinization of service interactions, its instrumental approach to human personality & social interaction raises troubling moral issues. 22 References. Adapted from the source document.
Making Fast Food: From the Frying Pan Into the Fryer.Ester ReiterDishing It Out: Power and Resistance Among Waitresses in a New Jersey Restaurant.Greta Foff Paules
In: The American journal of sociology, Band 98, Heft 4, S. 942-944
ISSN: 1537-5390
Stretching the Boundaries of Liberalism: Democratic Innovation in a Feminist Organization
In: Signs: journal of women in culture and society, Band 16, Heft 2, S. 263-289
ISSN: 1545-6943
Book reviews
In: Qualitative sociology, Band 13, Heft 4, S. 387-396
ISSN: 1573-7837