Emotional Labor in Service Jobs

Описание: Modern Day Work is often characterized by the emotionally draining labor in managing your emotions; smiling when you don't feel like smiling and dealing with Shirley, Barbara and Frances coming directly from Sunday Church.

Sources:

Hochschild, A. R. (2012). The managed heart (3rd ed.). University of California Press.

Ashforth, B. E., & Humphrey, R. H. (1993). Emotional Labor in Service Roles: The Influence of Identity. The Academy of Management Review, 18(1), 88–115.

Macdonald, C. & Sirianni, C. (1996), "The service society and the changing experience of work", in Macdonald, C.; Sirianni, C. (eds.), In working in the service society, Temple University Press, pp. 1–28

du Plessis, E. M. (2018). Serving coffee with Žižek: On decaf, half-caf and real resistance at
Starbucks. ephemera: theory & politics in organization, 18(3), 551-576

Hülsheger, U. R., Lang, J. W., Schewe, A. F., & Zijlstra, F. R. (2015). When regulating emotions at work pays off: a diary and an intervention study on emotion regulation and customer tips in service jobs. The Journal of applied psychology, 100(2), 263–277. https://doi.org/10.1037/a0038229

Hunter, E. M., & Penney, L. M. (2014). The waiter spit in my soup! Antecedents of customer-directed counterproductive work behavior. Human Performance, 27(3), 262–281. https://doi.org/10.1080/08959285.2014...

Morten Knudsen. Associate Professor, ph.d. Copenhagen Business School

00:00: Intro
00:35: Emotional Labor
01:26: The Sunday Church Crowd
01:57: Surface Acting & The Emotional Proletariat
02:38: Deep Acting
03:14: Letting off steam & Decaf-resistance