Emotional Labor in the Service Economy

1. Auflage 1999
ISBN: 978-0-7619-1733-5
Verlag: Sage Publications, Inc

Buch, Englisch, Band 561, 191 Seiten, Paperback, Format (B × H): 152 mm x 229 mm, Gewicht: 349 g

Reihe: The ANNALS of the American Academy of Political and Social Science Series

In today's service economy, many jobs require that applicants have a smiling face, helpful disposition and the ability to interact in a friendly manner with others. Or in the case of law enforcement or bill collecting, an employee can be required to be less friendly and more harsh in his or her interaction with customers or criminals.

Jobs that require emotional labor typically necessitate contact with other people external to or within the organization, usually involving face-to-face or voice-to-voice contact, especially in service work. Emotional labor requires employees to give something of themselves to others with whom they have no ongoing personal relationship.

Emotional Labor in the Service Economy, a special issue of THE ANNALS, discusses the many aspects of emotional labor in a variety of job settings and cross-disciplinary examples. Articles in this important issue highlight:

· Emotional Demands at Work

· Financial Penalty for Doing Caring Work

· Psychological Consequences of Emotional Labor

· Rules Regulating Emotional Displays in Jobs or Job Requirements

Emotional labor has gained increased recognition as it grows to affect productivity and generates profit. This special issue of THE ANNALS is a valuable resource to researchers, scholars and professionals in all areas to provide insight into this important topic.

Autoren/Hrsg.

Steinberg, Ronnie J.

Figart, Deborah M.

Inhaltsverzeichnis

Emotional Demands at Work: A Job Content Analysis - Ronnie J. Steinberg and Deborah M. Figart
CONTENTS
Emotional Labor Since the Managed Heart - Ronnie J. Steinberg and Deborah M. Figart
The Contours of Emotional Labor
Caring Labor - Susan Himmelweit
The Cost of Caring - Paula England and Nancy Folbre
Comfort and Struggle: Emotion Work in the Family Life - Marjorie L. DeVault
Emotional Labor on the Job
Changing Scripts at Work: Managers and Professionals - Gideon Kunda and John Van Maanen
Emotional Labor in Service Work - Robin Leidner
Emotional Labor in Academia: The Case of Professors - Marcia L. Bellas
Police Force or Police Service? Gender and Emotional Labor - Susan Ehrlich Martin
Emotional Labor Among Paralegals - Jennifer L. Pierce
Emotional Labor, Its Measurement and Repercussions
Emotional Labor in Job Evaluation: Redesigning Compensation Practices - Ronnie J. Steinberg
The Psychological Consequences of Emotional Labor - Amy S. Wharton