Do Production Employees Engage in Emotional Labour?

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Title Do Production Employees Engage in Emotional Labour?
Author Townsend, Keith John
Journal Name Journal of Industrial Relations
Editor Russell Lansbury, Bradon Ellem
Year Published 2008
Place of publication United Kingdom
Publisher Sage
Abstract In 1983, Airlie Hochschild published a `classic', The Managed Heart . Since this publication, scores of articles have been produced to explore the various manifestations of emotional labour across a range of service industries. However, there is little research on emotional labour when the face-to-face or voice-to-voice interactions with customers are not obviously apparent. This article presents data collected from a food processing plant that has seen a strong managerial attempt to develop a unitarist culture. Employees face a significant level of emotional labour in their interactions within this culture. As has been found in the service industry literature, employees react differently to the emotional labour that they face, and indeed, not all emotional labour is negative for employees.
Peer Reviewed Yes
Published Yes
Publisher URI http://online.sagepub.com/
Alternative URI http://dx.doi.org/10.1177/0022185607085701
Copyright Statement Copyright 2008 SAGE Publications. This is the author-manuscript version of the paper. Reproduced in accordance with the copyright policy of the publisher.Please refer to the journal's website for access to the definitive, published version.
Volume 50
Issue Number 1
Page from 175
Page to 180
ISSN 0022-1856
Date Accessioned 2008-04-16
Date Available 2009-11-17T04:08:12Z
Language en_AU
Research Centre Centre for Work, Organisation and Wellbeing
Faculty Griffith Business School
Subject PRE2009-Industrial Relations
URI http://hdl.handle.net/10072/26548
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1e

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