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.
Get full access to this article
View all access options for this article.
References
1.
Benson, S. P.
1983. The customers ain't God: The work culture of department-store saleswomen, 1890-1940. In Working class America, edited by M. Frisch and D. J. Walkowitz, 185-205. Urbana: University of Illinois Press.
2.
Bigus, O.
1978. The milkman and his customer: A cultivated relationship. In Interaction in everyday life, edited by John Lofland, 85-119. Beverly Hills, CA: Sage.
3.
Clark, Candace.1987. Sympathy biography and sympathy margin.American Journal of Sociology93:290-321.
4.
Fine, G. A.
1989. Aesthetic constraints: The culture of production in restaurant kitchens. Paper presented at the annual meeting of the American Sociological Association, San Francisco.
5.
Hochschild, A.
1983. The managed heart: The commercialization of human feeling.Berkeley: University of California Press.
6.
Hughes, E.
1958. Men and their work.Glencoe, IL: Free Press.
7.
Jullien, J. 1982. Spotters and robbers: A sociocultural analysis of supermarket folklore in the Bay Area. Unpublished undergraduate honors thesis, University of California at Berkeley.
8.
Meara, H.1974. Honor in dirty work: The case of American meat cutters and Turkish butchers.Sociology of Work and Occupations1:259-283.
9.
Mennerick, L. A.1974. Client typologies: A method of coping with conflict in the service worker-client relationship.Sociology of Work and Occupations1:396-418.
10.
Ogbonna, Emmanuel
, and Barry Wilkinson.1988. Corporate strategy and corporate culture: The management of change in the UK supermarket industry.Personnel Review17:10-14.
11.
Rafaeli, Anat.1989. When cashiers meet customers: An analysis of the role of supermarket cashiers.Academy of Management Journal32:245-273.
12.
Rafaeli, Anat
, and Robert Sutton. 1989. The expression of emotion in organizational life. In Research in organizational behavior, edited by L. L. Cummings and B. M. Staw, 11:1-42. Greenwich, CT: JAI.
13.
Rothman, R. A.
1987. Working: Sociological perspectives.Englewood Cliffs, NJ: Prentice-Hall.
14.
Smith, Allen C., III
, and Sherryl Kleinman.1989. Managing emotions in medical school: Students' contacts with the living and the dead.Social Psychology Quarterly52:56-69.
15.
Stenross, Barbara
, and Sherryl Kleinman.1989. The highs and lows of emotional labor: Detectives' encounters with criminals and victims.Journal of Contemporary Ethnography17:435-452.
16.
Stone, Gregory P.1954. City shoppers and urban identification: Observations on the social psychology of city life.American Journal of Sociology60:36-45.
17.
United Food and Commercial Workers International Union.
1986. Report of the views of members of the United Food and Commercial Workers International Union.Washington, DC: United Food and Commercial Workers International Union.
18.
Wong, Charles Choy.1977. Black and Chinese grocery stores in Los Angeles' Black ghetto.Urban Life5:439-464.
19.
Zurcher, L. A.1982. The staging of emotion: A dramaturgical analysis.Symbolic Interaction5:1-22.
