Hard labour at 35,000 feet: A reconsideration of emotional demands in airline service work

Hospitality and Society

Volumn 2, Issue 1, 2012, Pages 99-116

  Sheehan, Conor ^a  

^a UNIVERSITY OF BRIGHTON   (United Kingdom)

Author keywords

Cabin crew; Emotion effort; Emotional labour; Emotional reciprocity; Emotional self management; Occupational health

Indexed keywords

EID: 84907715088     PISSN: 20427913     EISSN: 20427921     Source Type: Journal    
DOI: 10.1386/hosp.2.1.99_7     Document Type: Note

References (48)

1. Albrow, M. (1997), Do Organizations Have Feelings, London: Routledge.
2. Al-Serkal, A. (2006), 'Stress, emotional labour and cabin crew-does emotional labour influence the well-being and retention of cabin crew', Ph.D. thesis, Leeds: Institute of Psychological Sciences, The University of Leeds, http://ethos.bl.uk:8080/OrderDetails.do?did=1&uin=uk.bl.ethos485906. Accessed 3 June 2010.
3. Antoniadou, M. (2010), 'Emotions at work: What it feels like to work in the sky', Work, Employment & Society Conference 2010, University of Brighton, Brighton, 7-9 September.
4. Ashforth, B. E. and Humphrey, R. H. (1993), 'Emotional labour in service roles: The influence of identities', Academy of Management Review, 18: 1, pp. 88-115.
5. Ashforth, B. E. & Humphrey, R. H. (1995), 'Emotion in the workplace: A reappraisal', Human Relations, 48: 2, pp. 97-125.
6. Ashkanasy, N. M. (2003), 'Emotions in organizations: A multilevel perspective', in F. Dansereau and F. J. Yammarino (eds), Research in Multi-Level Issues, vol. 2, Oxford: Elsevier/JAI Press, pp. 9-54.
7. Ashkanasy, N. M. and Humphrey, R. H. (2011), 'Current emotion research in organizational behaviour', Emotion Review, 3: 2, pp. 214-24.
8. Barbalet, J. M. (2001), Emotion, Social Theory and Social Structure, Cambridge, Cambridge University Press.
9. Benmore, A. and Lynch, P. (2011), 'Business owners' experience of emotion management: The unique case of small UK hotels', paper presented at Council for Hospitality Management Conference, Leeds Metropolitan University, Leeds, 12 May 2011.
10. Birch, M. and Miller, T. (2000), 'Inviting intimacy: The interview as therapeutic opportunity', International Journal of Social Research Methodology, 3: 3, pp. 189-202.
11. Bolton, S. C. (2005), Emotion Management in the Workplace, Basingstoke, Hampshire, Palgrave.
12. Bolton, S. C. (2009), 'Getting to the heart of the emotional labour process: A reply to Brook', Work Employment and Society, 23: 3, pp. 549-60.
13. Bolton, S. C. and Boyd, C. (2003), 'Trolley dolly or skilled emotion manager? Moving on from Hochschild's managed heart', Work, Employment and Society, 17: 2, pp. 289-308.
14. Brook, P. (2009), 'Alienated heart: Hochschild's "emotional labour" thesis and the anticapitalist politics of alienation', Capital & Class, 33: 2, pp. 7-31.
15. Bryman, A. (2004), The Disneyization of Society, London: Sage.
16. Cole, A. L. and Knowles, G. J. (2001), Lives in Context: The Art of Life History Research, USA: Rowman Altamira.
17. Csikszentmihalyi, M. (1996), Creativity: Flow and the Psychology of Discovery and Invention, New York: Harper Perennial.
18. Csikszentmihalyi, M. (1998), Finding Flow: The Psychology of Engagement with Everyday Life, New York: Basic Books.
19. Csikszentmihalyi, M. (2004), 'Creativity, fulfillment and flow', Lecture Streamed on TED TALKS-Ideas Worth Spreading: Inspired Talks by the World's Thinker and Doers, filmed 11 February 2004, TEDx Studios, Monterey, California http://www.youtube.com/watch?v=fXIeFJCqsPs. Accessed 4 December 2011.
20. Driver, M. (2003), 'United we stand, or else?-exploring organizational attempts to control emotional expression by employees on September 11, 2001', Journal of Organizational Change Management, 16: 5, pp. 534-46.
21. Fineman, S. (2000), Emotion in Organizations, 2nd ed., London: Sage.
22. Fineman, S. and Sturdy, A. (1997), '"Struggles" for the control of affect', paper presented to the 16th Annual International Labour Process Conference, Edinburgh University, Edinburgh, 18 March 1997.
23. Goffman, E. (1959), The Presentation of Self in Everyday Life, USA: Anchor Books.
24. Goffman, E. (1967), Interaction Ritual: Essays in Face-To-Face Behaviour, Chicago: Aldine Publishing.
25. Halkier, B. (2010), 'Focus groups as social enactments: Integrating interaction and content in the analysis of focus group data', Qualitative Research, 10: 1, pp. 71-89.
26. Heuven, E. and Bakker, A. (2003), 'Emotional dissonance and burnout among cabin attendants', European Journal of Work and Organizational Psychology, 12: 1, pp. 81-100.
27. Hochschild, A. (1983), The Managed Heart: Commercialization of Human Feeling, Berkeley, USA: University of California Press.
28. Humphrey, R. H., Pollack, J. M. and Hawver, T. (2008), 'Leading with emotional labour', Journal of Managerial Psychology, 23: 2, pp. 151-68.
29. Kandampully, J., Mok, C. and Sparks, B. (2001), Service Quality Management in Hospitality, Tourism and Leisure, London: Haworth Hospitality Press.
30. Kinman, Gail (2009), 'Emotional labour and strain in "front-line" service employees-does mode of delivery matter?', Journal of Managerial Psychology, 24: 2, pp. 118-36.
31. Ladkin, A. (1999), 'Life and work history analysis: The value of this research method for hospitality and tourism', Tourism Management, 20: 1, pp. 37-45.
32. Ladkin, A. (2004), 'The life and work history methodology', in J. Phillimore and L. Goodson (eds), Qualitative Research in Tourism: Ontologies, Epistemologies and Methodology, London: Routledge, pp. 236-54.
33. Lashley, C. (2000), 'Towards a theoretical understanding', in C. Lashley and A. Morrison (eds), In Search of Hospitality, Oxford: Butterworth-Heinemann, pp. 1-16.
34. Lashley, C. (2001), Empowerment: HR Strategies for Service Excellence, Oxford: Butterworth-Heinemann.
35. LeCompte, M. and Schensul, J. J. (1999), Designing and Conducting Ethnographic Research, vol. 1, Walnut Creek, CA: Alta Mira Press.
36. Lugosi, P. (2006), 'Between overt and covert research: Concealment and disclosure in an ethnographic study of commercial hospitality', Qualitative Inquiry, 12: 3, pp. 541-61.
37. Lugosi, P. (2007), 'Consumer participation in commercial hospitality', International Journal of Culture Tourism and Hospitality Research, 1: 3, pp. 227-36.
38. McLeod, D. and Clarke, N. (2009), 'Engaging for Success: Enhancing Performance Through Employee Engagement', Report to Government, Department for Business, Innovation and Skills, London http://webarchive.nationalarchives.gov.uk/+/http://www.bis.gov.uk/files/file52215.pdf. Accessed 2 April 2012.
39. Mehra, S. and Ranganathan, S. (2008), 'Implementing total quality management with a focus on enhancing customer satisfaction', International Journal of Quality and Reliability Management, 25: 9, pp. 913-27.
40. Morgan, S. and Dennehy, F. R. (1997), 'The power of organisational storytelling: A management development perspective', Journal of Management Development, 16: 7, pp. 494-501.
41. Nasution, H. N. and Mavando, F. T. (2008), 'Customer value in the hotel industry what managers believe they deliver and what customer experience', International Journal of Hospitality Management, 27: 2, pp. 204-13.
42. Noon, M. and Blyton, P. (2007), The Realities of Work, Basingstoke: Palgrave.
43. Parasuraman, V. and Berry, L. (1991), Marketing Services: Competing Through Quality, Oxford: Maxwell Macmillan International.
44. Seymour, D. and Sandiford, P. (2005), 'Learning emotion rules in service organizations: Socialization and training in the UK public-house sector', Work Employment and Society, 19: 3, pp. 547-64.
45. Strauss, A. L. and Corbin, J. M. (1998), Basics of Qualitative Research, 2nd ed., Newbury Park, CA: Sage.
46. Taylor, J. (2011), 'The intimate insider: Negotiating the ethics of friendship when doing insider research', Qualitative Research, 11: 1, pp. 3-22.
47. Wilkins, H., Merrilees, B. and Herington, C. (2007), 'Towards an understanding of total service quality in hotels', Hospitality Management, 26: 4, pp. 840-53.
48. Sheehan, C. (2012), 'Hard labour at 35,000 feet: A reconsideration of emotional demands in airline service work', Hospitality & Society 2: 1, pp. 99-116, doi: 10.1386/hosp.2.1.99_7