Workers, managers, and customers: Triangles of power in work communities

Work and Occupations

Volumn 37, Issue 3, 2010, Pages 251-271

  Lopez, Steven Henry ^a  

^a OHIO STATE UNIVERSITY   (United States)

Author keywords

Aesthetic labor; Care work; Emotional labor; Gender; Power; Service work

Indexed keywords

EID: 78049316868     PISSN: 07308884     EISSN: 15528464     Source Type: Journal    
DOI: 10.1177/0730888410375683     Document Type: Article

References (81)

1. Armbruster-Sandoval, R. (2005). Workers of the world unite? The contemporary anti-sweatshop movement and the struggle for social justice in the Americas. Work and Occupations, 32, 464-485.
2. Bakker, A., Emmerick, H., & Euwema, M. (2006). Crossover of burnout and engagement in work teams. Work and Occupations, 33, 464-489.
3. Bishop, V., Cassell, C., & Hoel, H. (2009). Preserving masculinity in service work: An exploration of the under-reporting of customer anti-social behavior. Human Relations, 62, 5-25.
4. Bishop, V., & Hoel, H. (2008). The customer is always right? Exploring the concept of customer bullying in the British Employment Service. Journal of Consumer Culture, 8, 341-367.
5. Bolton, S. (2005). Emotion management in the workplace. Basingstoke, England: Palgrave Macmillan.
6. Bolton, S. (2009). Getting to the heart of the emotional labour process: A reply to Brook. Work, Employment and Society, 23, 549-560.
7. Bolton, S., & Boyd, C. (2003). Trolley dolly or skilled emotion manager? Moving on from Hochschild's Managed Heart. Work, Employment and Society, 17, 289-308.
8. Brannan, M. (2005). Once more with feeling: Ethnographic reflections on the mediation of tension in a small team of call centre workers. Gender, Work & Organization, 12, 420-439.
9. Brook, P. (2009). In critical defense of 'emotional labour': Refuting Bolton's critique of Hochschild's concept. Work, Employment and Society, 23, 531-548.
10. Burawoy, M. (1979). Manufacturing consent: Changes in the labor process under monopoly capitalism. Chicago, IL: University of Chicago Press.
11. Bureau of Labor Statistics. (2008). May 2008 occupational employment and wage estimates. National cross-industry estimates. Retrieved from ftp://ftp.bls.gov/pub/special.requests/oes/oesm08nat.zip.
12. Bureau of Labor Statistics. (2009). The employment situation-August 2009. BLS News Bulletin. Retrieved from http://www.bls.gov/news.release/archives/empsit_09042009.pdf.
13. Chugh, S., & Hancock, P. (2009). Networks of aestheticization: The architecture, artefacts and embodiment of hairdressing salons. Work, Employment and Society, 23, 460-476.
14. Chun, J. (2005). Public dramas and the politics of justice: Comparison of janitors' union struggles in South Korea and the United States. Work and Occupations, 32, 486-503.
15. Dean, D. (2005). Recruiting a self: Women performers and aesthetic labour. Work, Employment and Society, 19, 761-774.
16. Diamond, T. (1992). Making gray gold: Narratives of nursing home care. Chicago, IL: University of Chicago Press.
17. England, P. (2005). Emerging theories of care work. Annual Review of Sociology, 31, 381-399.
18. Entwistle, J., & Wissinger, E. (2006). Keeping up appearances: Aesthetic labour in the fashion modeling industries of London and New York. Sociological Review, 54, 774-794.
19. Erickson, K., & Pierce, J. (2005). Farewell to the organization man: The feminization of loyalty in high-end and low-end service jobs. Ethnography, 6, 283-313.
20. Esbenshade, J. (2008). Going up against the global economy: New developments in the anti-sweatshop movement. Critical Sociology, 34, 453-470.
21. Felstead, A. (2007). Grooving to the same tunes? Learning, training and productive systems in the aerobics studio. Work, Employment and Society, 21, 189-208.
22. Findlay, P., Findlay, J., & Stewart, R. (2009). The consequences of caring: Skills, regulation and reward among early years workers. Work, Employment and Society, 23, 422-441.
23. Forseth, U. (2005). Gender matters? Exploring how gender is negotiated in service encounters. Gender, Work & Organization, 12, 440-459.
24. Gamble, J. (2007). The rhetoric of the consumer and customer control in China. Work, Employment and Society, 21, 7-25.
25. Garot, R. (2004). You're not a stone: Emotional sensitivity in a bureaucratic setting. Journal of Contemporary Ethnography, 33, 735-766.
26. Hamper, B. (1992). Rivethead: Tales from the assembly line. New York, NY: Warner Books.
27. Hanser, A. (2007). Is the customer always right? Class, service, and the production of distinction in Chinese department stores. Theory and Society, 36, 415-435.
28. Hanser, A. (2008). Service encounters: Class, gender, and the market for social distinction in urban China. Palo Alto, CA: Stanford University Press.
29. Hochschild, A. (1983). The managed heart: Commercialization of human feeling. Berkeley: University of California Press.
30. Johnston, P. (1994). Success while others fail: Social movement unionism and the public workplace. Ithaca, NY: Cornell ILR Press.
31. Kang, M. (2003). The managed hand: The commercialization of bodies and emotions in Korean immigrant-owned nail salons. Gender & Society, 17, 820-839.
32. Kanter, R.M. (1979). Power failures in management circuits. Harvard Business Review, 57, 65-75.
33. Korczynski, M. (2002). Human resource management in service work. Basingstoke, England: Palgrave Macmillan.
34. Korczynski, M. (2003). Communities of coping: Collective emotional labour in service work. Organization, 10, 55-79.
35. Korczynski, M. (2004). Back-office service work: Bureaucracy challenged? Work, Employment and Society, 18, 97-114.
36. Korczynski, M. (2007). Service work, social theory, and collectivism: A reply to Brook. Work, Employment and Society, 21, 577-588.
37. Korczynski, M. (2009). The mystery customer: Continuing absences in the sociology of service work. Sociology, 43, 952-967.
38. Leidner, R. (1993). Fast food, fast talk: Service work and the routinization of everyday life. Berkeley: University of California Press.
39. Leidner, R. (1996). Rethinking questions of control: Lessons from McDonald's. In C. L. Macdonald & C. Sirianni (Eds.), Working in the service society (pp. 29-49) Philadelphia, PA: Temple University Press.
40. Lerum, K. (2004). Sexuality, power, and camaraderie in service work. Gender & Society, 18, 756-776.
41. Lewis, P. (2005). Suppression or expression: An exploration of emotion management in a special care baby unit. Work, Employment and Society, 19, 565-581.
42. Lipsky, M. (1980). Street-level bureaucracy: Dilemmas of the individual in public services. New York, NY: Russell Sage Foundation.
43. Lively, K. (2002). Client contact and emotional labor: Upsetting the balance and evening the field. Work and Occupations, 29, 198-225.
44. Lopez, S. (2004). Reorganizing the rust belt. Berkeley: University of California Press.
45. Lopez, S. (2006). Emotional labor and organized emotional care: Conceptualizing nursing home care work. Work and Occupations, 33, 133-160.
46. Lynch, K. (2007). Love labour as a distinct and non-commodifiable form of care labour. Sociological Review, 55, 550-570.
47. Macdonald, C.L., & Sirianni, C. (1996). The service society and the changing experience of work. In C. L. Macdonald & C. Sirianni (Eds.), Working in the service society (pp. 1-26). Philadelphia, PA: Temple University Press.
48. Martin, A. (2008). The institutional logic of union organizing and the effectiveness of social movement repertoires. American Journal of Sociology, 113, 1067-1103.
49. McCammon, H., & Griffin, L. (2000). Workers and their customers and clients: An editorial introduction. Work and Occupations, 27, 278-293.
50. McClure, R., & Murphy, C. (2007). Contesting the dominance of emotional labour in professional nursing. Journal of Health Organization and Management, 21, 101-120.
51. Nickson, D., Warhurst, C., Witz, A., & Cullen, A.M. (2001). The importance of being aesthetic: Work, employment and service organization. In A. Sturdy, I. Grugulis, & H. Wilmott (Eds.), Customer service: Empowerment and entrapment (pp. 170-190). Basingstoke, England: Palgrave Macmillan.
52. Nixon, D. (2009). 'I can't put a smiley face on': Working class masculinity, emotional labour and service work in the 'new economy'. Gender, Work & Organization, 16, 300-322.
53. O'Donohoe, S., & Turley, D. (2006). Compassion at the counter: Service providers and bereaved consumers. Human Relations, 59, 1429-1448.
54. Otis, E. (2008). Beyond the industrial paradigm: Market-embedded labor and the gender organization of global service work in China. American Sociological Review, 73, 15-36.
55. Paules, G.F. (1991). Dishing it out: Power and resistance among waitresses in a New Jersey restaurant. Philadelphia, PA: Temple University Press.
56. Paules, G.F. (1996). Resisting the symbolism of service among waitresses. In C. L. Macdonald & C. Sirianni (Eds.), Working in the service society (pp. 264-290). Philadelphia, PA: Temple University Press.
57. Pettinger, L. (2004). Brand culture and branded workers: Service work and aesthetic labor in fashion retail. Consumption, Markets and Culture, 7, 165-184.
58. Pettinger, L. (2005). Gendered work meets gendered goods: Selling and service in clothing retail. Gender, Work & Organization, 12, 460-478.
59. Pettinger, L. (2006). On the materiality of service work. Sociological Review, 54, 48-65.
60. Rhee, N., & Zabin, C. (2009). Aggregating dispersed workers: Union organizing in the care industries. Geoforum, 40, 969-979.
61. Rosenthal, P. (2004). Management control as an employee resource: The case of front-line service workers. Journal of Management Studies, 41, 601-622.
62. Ross, A. (2008). The quandaries of consumer-based labor activism: A low-wage case study. Cultural Studies, 22, 770-787.
63. Sallaz, J. (2009). The labor of luck: Casino capitalism in the United States and South Africa. Berkeley: University of California Press.
64. Sandiford, P., & Seymour, D. (2007). The concept of occupational community revisited: Analytical and managerial implications in face-to-face service occupations. Work, Employment & Society, 21, 209-226.
65. Seymour, D., & Sandiford, O. (2005). Learning emotion rules in service organizations: Socialization and training the UK public-house sector. Work, Employment and Society, 19, 547-564.
66. Sherman, R. (2005). Producing the superior self: Strategic comparison and symbolic boundaries among luxury hotel workers. Ethnography, 6, 131-158.
67. Sherman, R. (2007). Class acts: Service and inequality in luxury hotels. Berkeley: University of California Press.
68. Simpson, R. (2004). Masculinity at work: The experiences of men in female-dominated occupations. Work, Employment and Society, 18, 349-368.
69. Simpson, R. (2007). Emotional labour and identity work of men in caring roles. In P. Lewis & R. Simpson (Eds.), Gendering emotions in organizations (pp. 57-74). Basingstoke, England: Palgrave Macmillan.
70. Stein, M. (2007). Toxicity and the unconscious experience of the body at the employee-customer interface. Organization Studies, 28, 1223-1241.
71. Tolich, M.B. (1993). Alienating and liberating emotions at work: Supermarket clerks' performance of customer service. Journal of Contemporary Ethnography, 22, 361-381.
72. Vallas, S. (2003). Rediscovering the color line within work organizations: The knitting of social groups revisited. Work and Occupations, 30, 379-400.
73. Waldinger, R., Erickson, C., Milkman, R., Mitchell, D., Valenzuela, A., Wong, K., & Zeitlin, M. (1998). Helots no more: A case study of the Justice for Janitors campaign in Los Angeles. In K. Bronfenbrenner, S. Friedman, R. W. Hurd, R. A. Oswald, & R. L. Seeber (Eds.), Organizing to win (pp. 102-120). Ithaca, NY: Cornell ILR Press.
74. Warhurst, C. (2007). A new labour aristocracy? Aesthetic labour and routine interactive service. Work, Employment and Society, 21, 185-198.
75. Warhurst, C., Nickson, D., Witz, A., & Cullen, A.M. (2000). Aesthetic labour in interactive service work: Some case study evidence from the new Glasgow. Service Industries Journal, 20, 1-18.
76. Wharton, A.S. (1993). The affective consequences of service work: Managing emotions on the job. Work and Occupations, 20, 205-232.
77. Wharton, A.S. (2009). The sociology of emotional labor. Annual Review of Sociology, 35, 147-165.
78. Williams, C. (2006). Inside Toyland: Working, shopping, and social inequality. Berkeley: University of California Press.
79. Witz, A., Warhurst, C., & Nickson, D. (2003). The labour of aesthetic and the aesthetics of organization. Organization, 10, 33-54.
80. Wolkowitz, C. (2002). The social relations of body work. Work, Employment and Society, 16, 497-510.
81. Wouters, C. (1989). The sociology of emotions and flight attendants: Hochschild's Managed Heart. Theory, Culture & Society, 6, 95-123.