Please use this identifier to cite or link to this item: http://hdl.handle.net/1893/10729
Appears in Collections:Management, Work and Organisation Journal Articles
Peer Review Status: Refereed
Title: Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild's Managed Heart
Authors: Bolton, Sharon C
Boyd, Carol
Contact Email: sharon.bolton@stir.ac.uk
Keywords: cabin crew
emotional work
Hochschild
Issue Date: Jun-2003
Publisher: SAGE Publications for the British Sociological Association
Citation: Bolton SC & Boyd C (2003) Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild's Managed Heart, Work, Employment and Society, 17 (2), pp. 289-308.
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.
Type: Journal Article
URI: http://hdl.handle.net/1893/10729
DOI Link: http://dx.doi.org/10.1177/0950017003017002004
Rights: The publisher does not allow this work to be made publicly available in this Repository. Please use the Request a Copy feature at the foot of the Repository record to request a copy directly from the author. You can only request a copy if you wish to use this work for your own research or private study.
Affiliation: SMS Management and Support Team
University of Glasgow

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