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|Title:||Reacting to the demands of service work: emotional resistance in the Coaching Inn Company|
|Citation:||Service Industries Journal, 2011; 31(8):1195-1217|
|Publisher:||Frank Cass Co Ltd|
|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|
|Appears in Collections:||Business School publications|
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