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https://hdl.handle.net/2440/79027
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DC Field | Value | Language |
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dc.contributor.author | Sandiford, P. | - |
dc.contributor.author | Seymour, D. | - |
dc.date.issued | 2011 | - |
dc.identifier.citation | Service Industries Journal, 2011; 31(8):1195-1217 | - |
dc.identifier.issn | 0264-2069 | - |
dc.identifier.issn | 1743-9507 | - |
dc.identifier.uri | http://hdl.handle.net/2440/79027 | - |
dc.description.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. | - |
dc.description.statementofresponsibility | Peter John Sandiford and Diane Seymour | - |
dc.language.iso | en | - |
dc.publisher | Frank Cass Co Ltd | - |
dc.rights | © 2011 Taylor & Francis | - |
dc.source.uri | http://dx.doi.org/10.1080/02642060903436990 | - |
dc.subject | emotional labour | - |
dc.subject | resistance | - |
dc.subject | public houses | - |
dc.subject | service work | - |
dc.title | Reacting to the demands of service work: emotional resistance in the Coaching Inn Company | - |
dc.type | Journal article | - |
dc.identifier.doi | 10.1080/02642060903436990 | - |
pubs.publication-status | Published | - |
dc.identifier.orcid | Sandiford, P. [0000-0002-8075-6902] | - |
Appears in Collections: | Aurora harvest Business School publications |
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