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https://hdl.handle.net/2440/79027
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Type: | Journal article |
Title: | Reacting to the demands of service work: emotional resistance in the Coaching Inn Company |
Author: | Sandiford, P. Seymour, D. |
Citation: | Service Industries Journal, 2011; 31(8):1195-1217 |
Publisher: | Frank Cass Co Ltd |
Issue Date: | 2011 |
ISSN: | 0264-2069 1743-9507 |
Statement of Responsibility: | Peter John Sandiford and Diane Seymour |
Abstract: | This paper discusses employee resistance to the emotional labour of face-to-face service work. It identifies a difficulty with the extension of the concept of resistance from the more traditional manufacturing industries to service work, asking how far apparently resistant behaviours can sensibly be conceptualised as a challenge to management control of the labour process. This difficulty is explored through a discussion of data drawn from ethnographic research into a chain of public houses. Various forms of resistant behaviour are identified, although the precise nature of this resistance is often blurred by the complex relations between employee, management and customer. |
Keywords: | emotional labour resistance public houses service work |
Rights: | © 2011 Taylor & Francis |
DOI: | 10.1080/02642060903436990 |
Published version: | http://dx.doi.org/10.1080/02642060903436990 |
Appears in Collections: | Aurora harvest Business School publications |
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