The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild's Managed Heart
Abstract
This article examines emotion in organizations and the emotion management skills organizational actors possess. While Hochschild's (1983) seminal work on emotional labour is perhaps one of the greatest contributions to our understanding of emotion in organizations, this article challenges key tenets of Hochschild's thesis and goes on to offer an evolved analysis of emotional labour and alternative conceptualizations of organizational emotionality. Using comparable data, this article depicts airline cabin crews as skilled emotion managers who are able to juggle and synthesize different types of emotion work dependent on situational demands. In addition, the capacity for cabin crews to resist and modify the demands of management and customers acts to further contradict Hochschild's claim regarding the `transmutation' of feelings.
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Citations
Cites
Emotion Work, Feeling Rules, and Social Structure
Hochschild, A. R. (1979) · American Journal of Sociology · doi:10.1086/227049 · Cited by 5,962
Emotional Labour: Skill and Work in the Social Regulation of Feelings
Abstract, N. J. (1989) · The Sociological Review · doi:10.1111/j.1467-954x.1989.tb00019.x · Cited by 752
The Sociology of Emotions and Flight Attendants: Hochschild's Managed Heart
Wouters, C. (1989) · Theory, Culture & Society · doi:10.1177/026327689006001005 · Cited by 202
Cited by
Emotional Labor at a Crossroads: Where Do We Go from Here?
Grandey, A. A., & Gabriel, A. S. (2015) · Annual Review of Organizational Psychology and Organizational Behavior · doi:10.1146/annurev-orgpsych-032414-111400 · Cited by 664
The state of the heart: Emotional labor as emotion regulation reviewed and revised.
Grandey, A. A., & Melloy, R. C. (2017) · Journal of Occupational Health Psychology · doi:10.1037/ocp0000067 · Cited by 474
In critical defence of ‘emotional labour’: refuting Bolton’s critique of Hochschild’s concept
Brook, P. (2009) · Work, Employment and Society · doi:10.1177/0950017009337071 · Cited by 118
No funny business: Precarious work and emotional labour in stand-up comedy
Butler, N., & Stoyanova Russell, D. (2018) · Human Relations · doi:10.1177/0018726718758880 · Cited by 117
High-Touch and Here-to-Stay: Future Skills Demands in US Low Wage Service Occupations
Gatta, M., Boushey, H., & Appelbaum, E. (2009) · Sociology · doi:10.1177/0038038509340735 · Cited by 75
Metadata
- Authors
- Bolton, S. C., & Boyd, C.
- Venue
- Work, Employment and Society
- Publisher
- SAGE Publications
- Published
- 2003-06
- Volume
- 17
- Issue
- 2
- Pages
- 289-308
- ISSN
- 0950-0170 (ISSN-L)
- 1469-8722
- OpenAlex
- W2133188052
- Cited by
- 558
- References
- 3
- FWCI
- 23.13
- Type
- journal article
- Language
- en
- Open access
- closed
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