ALIENATING AND LIBERATING EMOTIONS AT WORK - SUPERMARKET CLERKS PERFORMANCE OF CUSTOMER SERVICE

被引：128

作者：

TOLICH, MB

机构：

[1] Department of Massye University, University College of Cape Breton, Palmerston North

来源：

JOURNAL OF CONTEMPORARY ETHNOGRAPHY | 1993年 / 22卷 / 03期

关键词：

D O I：

10.1177/089124193022003004

中图分类号：

C91 [社会学];

学科分类号：

030301 ; 1204 ;

摘要：

Hochschild's 1980s study of flight attendants found them estranged from their emotions. Using evidence drawn from interviews and observations of supermarket clerks' performance of customer service, this study replaces Hochschild's concept of emotional labor with new definitions of emotion as work-autonomous emotion management and regulated emotion management-making control rather than exchange value central to understanding emotion at work.

引用

页码：361 / 381

页数：21

共 19 条

[1]

BENSON SP, 1983, WORKING CLASS AM ESS, P185

[2]

BIGUS O, 1978, INTERACTION EVERYDAY, P85

[3] SYMPATHY BIOGRAPHY AND SYMPATHY MARGIN [J].