The DOI matches its Crossref record; 30 of the 30 references it cites were found in a registry or an index.
Communities of Coping: Collective Emotional Labour in Service Work
Abstract
This article argues that communities of coping among frontline service workers are an important part of what Hochschild has called `collective emotional labour' in service work. The analysis is framed in a sociological understanding of the customer as a key source of both pleasure and pain for service workers. Irate and abusive customers, who are systematically part of the social relations of the service workplace, may occasion real pain to service workers. The structure of workers' social situation means that they are likely to turn to each other to cope with this pain, forming informal communities of coping. Drawing on extensive research in four call centres in Australia and the USA, the article highlights this process in action. The communities of coping were an important social process in these workplaces, creating informal, dense cultures among the workforce. These cultures had important implications for how far the social relations of the workplace were open to management control.
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Von Schomberg, R. (2011) · SSRN Electronic Journal · doi:10.2139/ssrn.2436399 · Cited by 403
‘Who's Got the Look?’ Emotional, Aesthetic and Sexualized Labour in Interactive Services
Warhurst, C., & Nickson, D. (2009) · Gender, Work & Organization · doi:10.1111/j.1468-0432.2009.00450.x · Cited by 255
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
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Cini, L. (2023) · New Technology, Work and Employment · doi:10.1111/ntwe.12257 · Cited by 109
Metadata
- Authors
- Korczynski, M.
- Venue
- Organization
- Publisher
- SAGE Publications
- Published
- 2003-02
- Volume
- 10
- Issue
- 1
- Pages
- 55-79
- ISSN
- 1350-5084 (ISSN-L)
- 1461-7323
- OpenAlex
- W2113900621
- Cited by
- 490
- References
- 30
- FWCI
- 29.55
- Type
- journal article
- Language
- en
- Open access
- closed
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