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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
Statement of
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
RMID: 0020122728
DOI: 10.1080/02642060903436990
Appears in Collections:Business School publications

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