Learning emotion rules in service organizations: Socialization and training in the UK public-house sector

Work, Employment and Society

Volumn 19, Issue 3, 2005, Pages 547-564

  Seymour, Diane ^a   Sandiford, Peter ^b  

^a OXFORD BROOKES UNIVERSITY   (United Kingdom)

^b LEEDS METROPOLITAN UNIVERSITY   (United Kingdom)

Author keywords

Emotion management; Emotion rules; Emotional labour; Socialization; Training

Indexed keywords

EID: 33645513608     PISSN: 09500170     EISSN: None     Source Type: Journal    
DOI: 10.1177/0950017005055674     Document Type: Review

References (22)

1. Ashforth, B.E., Humphrey, R.H. (1993) 'Emotional Labour in Service Roles: The Influence of Identity', Academy of Management Review 18 (1). 8-115.
2. Bolton, S. and Boyd, C. (2003) 'Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild's Managed Heart', Work, Employment and Society 17 (2). 289-308.
3. Callaghan, G. and Thompson, P. (2002) 'We Recruit Attitude: The Selection and Shaping of Routine Call Centre Labour', Journal of Management Studies 39 (2). 233-254.
4. Cherniss, C. and Goleman, D. (1998) 'Bringing Emotional Intelligence to the Workplace', The Consortium for Research on Emotional Intelligence in Organizations. Technical report, 7 October. Picataway, NJ: Rutgers University.
5. Eraut, M., Anderton, J., Cole, G. and Senker, P. (1998) 'Learning from Other People at Work', in F. Coffield (ed.) Learning at Work. Bristol: Bristol University Press.
6. Fineman, S. (1996) 'Emotional Subtexts in Corporate Greening', Organization Studies 17 (3). 479-500.
7. Frosh, S. and Summerfield, A.B. (1986) 'Social Skills Training With Adults', in C. Hollin and P. Trowere (eds) Handbook of Social Skills Training: Vol 1. Applications Across the Life Span, pp. 125-154. Oxford: Pergamon Press.
8. Fuller, L. and Smith, V. (1996) 'Consumers' Reports: Management by Customers in a Changing Economy', in C.L. Macdonald and C. Sirianni (eds) Working in the Service Society, pp. 74-90. Philadelphia, PA: Temple University Press.
9. Goffman, E. (1959) The Presentation of Self in Everyday Life. London: Penguin.
10. Hampton, A. (1999) 'Qualitative data analysis and interpretation', in B. Bateman (ed.) The Handbook of Contemporary Hospitality Management Research, pp. 287-303. Chichester: John Wiley & Sons.
11. Hochschild, A.R. (1983) The Managed Heart: Commercialization of Human Feeling. London: University of California Press.
12. Korczynski, M. (2003) 'Communities of Coping: Collective Emotional Labour in Service Work', Organization 10 (1). 55-79.
13. Lashley, C. (2001) Empowerment: HR Strategies for Service Excellence. Oxford: Butterworth-Heinemann.
14. Leidner, R. (1993) Fast Food Fast Talk: Service Work and the Routinization of Everyday Life. Berkeley, CA: University of California Press.
15. Mills, A.J. and Murgatroyd, S.R. (1991) Organizational Rules: A Framework for Understanding Organizational Action. Milton Keynes: Open University Press.
16. Peccei, R. and Rosenthal, P. (2000) 'Front-Line Responses to Customer Orientation Programmes: a Theoretical and Empirical Analysis', International Journal of Human Resource Management 11 (3). 562-590.
17. Price, L. (1994) 'Poor Personnel Practice in the Hotel and Catering Industry: Does it Matter?' Human Resource Management Journal 4 (4). 44-62.
18. Romm, D. (1989) '"Restauration" Theatre: Giving Direction to Service', Cornell Hotel and Restaurant Administration Quarterly 29 (4). 31-39.
19. Seymour, D. (2000) 'Emotional Labour: A Comparison between Fast Food and Traditional Service Work', International Journal of Hospitality Management 19 (2). 159-171.
20. Sosteric, M. (1996) 'Subjectivity and the Labour Process: a Case Study in the Restaurant Industry', Work, Employment and Society 10 (2). 297-318.
21. Wolcott, H.F. (2001) Writing up Qualitative Research, 2nd edn. London: Sage.
22. Wood, R.C. (1997) Working in Hotels and Catering. London: Thompson.