When emotional labour becomes 'good': The use of emotional intelligence

International Journal of Work Organisation and Emotion

Volumn 3, Issue 2, 2009, Pages 174-185

  Sakiyama, Haruo ^a  

^a RITSUMEIKAN UNIVERSITY   (Japan)

Author keywords

Alienation; Emotional intelligence; Emotional labour; Workplace stress

Indexed keywords

EID: 77952201343     PISSN: 17408938     EISSN: 17408946     Source Type: Journal    
DOI: 10.1504/IJWOE.2009.030934     Document Type: Conference Paper

References (48)

1. Abiala, K. (1999) 'Customer orientation and sales situations: variations in interactive service work', Acta Sociologica, Vol. 42, pp.209-222.
2. Acgkanasy, N.M., Hartel, C.E. and Zerbe, W.J. (Eds.) (2000) Emotions in the Workplace: Research, Theory, and Practice, Quorum Books, London.
3. Ashforth, B.E. and Humphrey, R.H. (1993) 'Emotional labor in service roles: the influence of identity', Academy of Management Review, Vol. 18, No. 1, pp.85-115.
4. Bolton, S.C. (2000a) 'Who cares? Offering emotion work as a gift in the nursing labour process', Journal of Advanced Nursing, Vol. 32, No. 33, pp.580-586.
5. Bolton, S.C. (2000b) 'Emotion here, emotion there, emotional organisations everywhere', Critical Perspectives on Accounting, Vol. 11, pp.155-171.
6. Bolton, S.C. (2005) Emotion Management in the Workplace, Basingstoke, Palgrave.
7. Briner, R.B. and Conway, N. (2005) Understanding Psychological Contracts at Work: A Critical Evaluation of Theory and Research, Oxford University Press, Oxford.
8. Coulter, J. (1979) The Social Construction of Mind: Studies in Ethnomethodology and Linguistic Philosophy, Macmillan, Basingstoke.
9. Coulter, J. (1986) 'Affect and social context: emotion definition as social task', in Harre, R. (Ed.): The Social Construction of Emotion, Blackwell, Oxford, pp.120-135
10. Coulter, J. (1989) 'Cognitive penetrability and the emotion', in Frank, D.D. and McCarthy, E.D. (Eds.): The Sociology of Emotion, JAI Press Inc., Greenwich, pp.33-50.
11. Cowie, H. and Jennifer, D. (2008) New Perspectives on Bullying, Open University Press, Buckingham.
12. Elias, N. (1969) Uber den Prozes der Zivilisation: Soziologenetische und psychogenetiche Undersuchchungen, Erster Band: Wandlungen des Verhaltens in den weltlichen Overschichten des Abendland, Francke Verlag, 1984, Jophcott, E. The Civilizing Process: The Development of Manners, Blackwell, Oxford.
13. Fineman, S. (2000) 'Commodifying the emotionally intelligent', in Fineman, S. (Ed.): Emotion in Organization, 2nd ed., Sage, London, pp.101-114.
14. Fineman, S. (2001) 'Emotions and organizational control', in Payne, R.L. and Cooper, G.L. (Eds.): Emotion at Work Theory, Research and Applications in Management, John Wiley & Sons, pp.219-240.
15. Fineman, S. (2006) 'On being positive: concerns and counterpoints academy of management review', Academy of Management Review, Vol. 31, No. 2, pp.270-290.
16. Goffman, E. (1967) Interaction Ritual: Essays on Face-to-Face Behaviour, Anchor Books, Doubleday and Company Inc., New York.
17. Hochschild, A.R. ( 1979) 'Emotional work, feeling rules and social structure', American Journal of Sociology, Vol. 85, pp.551-575.
18. Hochschild, A.R. (1983a) The Managed Heart: Commercialization of Human Feeling, University of California Press, Berkeley.
19. Hochschild, A.R. ( 1983b) 'Comment on Kemper's social constructionist and positivist approach to the sociology of emotions', American Journal of Sociology, Vol. 89, No. 2, pp.432-434.
20. Hochschild, A.R. (1989) 'Reply to Cas Wouters' review essay on the managed heart', Theory, Culture and Society, Vol. 6, pp.439-445.
21. Hochschild, A.R. (1990) 'Ideology and emotion management: a perspective and path for future research', in Kemper, T.D. (Ed.): Research Agenda in the Sociology of Emotion, State University of New York Press, Albany, pp.117-142.
22. Hochschild, A.R. (2003) The Commercialisation of Intimate Life, University of California Press, Berkeley.
23. James, N. (1992) 'Care = organisation + physical labour + emotional labour', Sociology of Health and Illness, Vol. 14, No. 4, pp.489-509.
24. James, N. (1993) 'Divisions of emotional labour', in Fineman, S. (Ed.): Emotion in Organisations, Sage, London, pp.94-117.
25. Kemper, T.D. (1978) A Social Interaction Theory of Emotions, Wiley & Sons, New York.
26. Kemper, T.D. (1981) 'Social constructionist and positivist approach to the sociology of emotion', American Journal of Sociology, Vol. 87, pp.336-362.
27. Kemper, T.D. (1987) 'How many emotions are there? Wedding the social and the autonomic components', American Journal of Sociology, Vol. 93, No. 2, pp.263-289.
28. Macdonald, C.L. and Sirianni, C. (Eds.) (1996) Working in the Service Society, Temple University Press, Philadelphia.
29. Rose, N. (1989) Governing the Soul: The Shaping of the Private Self, Free Association Books, London.
30. Sakiyama, H. (2005) Kokorono-zidai to Ziko (The Era of Heart & Self), Keiso-Publisher, Tokyo.
31. Smith, P. (1992) The Emotional Labour of Nursing: How Nurses Care, Macmillan, Basingstoke.
32. Thoits, P. (1985) 'Self-labeling process in mental illness', American Journal of Sociology, Vol. 92, pp.221-250.
33. Thoits, P. (1990) 'Emotional deviance', in Kemper, T.D.(Ed.): Research Agenda in the Sociology of Emotion, State University of New York Press, pp.180-205.
34. Tolich, M.B. (1993) 'Alienation and liberating emotions at work: supermarket clerks' performance of customer service', Journal of Contemporary Ethnography, Vol. 22, pp.361-381.
35. Wharton, A. (1993) 'The affective consequences of service work', Work and Occupation, Vol. 20, pp.205-232.
36. Wouters, C. (1986) 'Formalization and informalization: changing tension balances in civilizing process', Theory, Culture and Society, Vol. 3, pp.1-13.
37. Wouters, C. (1989a) 'The sociology of emotions and flight attendants: Hochschild's managed heart', Theory, Culture, and Society, Vol. 6, pp.95-123.
38. Wouters, C. (1989b) 'Response to Hochschild's reply', Theory, Culture and Society, Vol. 6, pp.447-450.
39. Bolton, S.C. and Boyd, C. (2003) 'Trolley dolly or skilled emotion manager? Moving on from Hochschild's managed heart', Work Employment Society, Vol. 17, No. 2, pp.289-308. (Pubitemid 36795174)
40. Fineman, S. (2004) 'Getting the measure of emotion-and the cautionary tale of emotional intelligence', Human Relations, Vol. 57, No. 6, pp.719-740. (Pubitemid 38932701)
41. Himmelweit, S. (1999) 'Caring labor', in Steinberg, R.J. and Figart, D.M. (Eds.): The Annals of the American Academy of Political and Social Science: Emotional Labor in the Service Economy, Sage, London, pp.27-38.
42. James, N. (1989) 'Emotional labour: skill and work in the social regulation of feeling', Sociological Review, Vol. 37, No. 1, pp.15-42.
43. Kemper, T.D. (1980) 'Sociology, physiology, and emotion: comment on shott', American Journal of Sociology, Vol. 85, pp.1418-1423.
44. Morris, J.A. and Feldman, D.C. (1996) 'The dimensions, antecedents and consequences of emotional labor', Academy of Management Review, Vol. 21, No. 4, pp.986-1010.
45. Rafaeli, A. and Sutton, R. (1987) 'Expression of emotion as part of the work role', Academy of Management Review, Vol. 12, No. 1, pp.23-37.
46. Rafaeli, A. and Sutton, R. (1988) 'Untangling the relationship between displayed emotions and organizational sales: the case of convenience stores', Academy of Management Journal, Vol. 31, No. 3, pp.461-487.
47. Rafaeli, A. and Sutton, R. (1989) 'The expression of emotion in organizational life', in Cumming, L.L. and Straw, B.M. (Eds.): Research in Organizational Behavior, JAI Press, Greenwich, Vol. 11, pp.1-42.
48. Rafaeli, A. and Sutton, R. (1991) 'Emotional contrast strategies as means of social influence: lessons from criminal interrogators and bill collectors', Academy of Management Journal, Vol. 34, No. 4, pp.749-775.