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Trolley dolly or skilled emotion manager? Moving on from Hochschild's managed heart

Bolton, S.C. and Boyd, C. (2003) Trolley dolly or skilled emotion manager? Moving on from Hochschild's managed heart. Work, Employment and Society, 17 (6). pp. 289-308. ISSN 0959-0170

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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.

Item type: Article
ID code: 4426
Keywords: cabin crew, emotional work, Hochschild, employment, management science, Management. Industrial Management, Organizational Behavior and Human Resource Management, Economics and Econometrics, Accounting, Sociology and Political Science
Subjects: Social Sciences > Industries. Land use. Labor > Management. Industrial Management
Department: Strathclyde Business School > Strategy and Organisation
Related URLs:
    Depositing user: Strathprints Administrator
    Date Deposited: 13 Nov 2007
    Last modified: 19 Aug 2014 13:41
    URI: http://strathprints.strath.ac.uk/id/eprint/4426

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