Browsing by Subject "Emotional labor"
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Item From worker to worker-owner : emotional labor in the cooperative workplace(2012-08) Sobering, Katherine Elizabeth; Auyero, Javier; Rudrappa, SharmilaMany studies into emotional labor are constrained by a capitalist paradigm, where emotional labor is performed within corporate organizations with hierarchical divisions of labor. Using the case of Hotel BAUEN, this paper considers emotional labor in different organizational and relational context: a worker-owned and worker-recovered business in Argentina. Drawing on ethnographic observations in Hotel BAUEN, this paper shows how service work is structured in the cooperative hotel. Instead of doing emotional labor in the traditional “service triangle,” worker-owners provide services in a “cooperative dyad” without the oversight of a boss. This structural difference has both organizational and relational implications for the business. First, worker-owners provide a variety of services to a broad set of customers. Second, the processes of autogestión (self-management) rely on workers’ emotional labor to cultivate lateral workplace relations through self-management. Ultimately, within the cooperative service workplace, emotional labor functions differently than the literature would suggest. Rather than reproduce social inequalities, workers use emotional labor to generate capital and sustain an organization that seeks to reduce inequality.Item Understanding what happens on the other side of the door : emotional labor and motivation in direct sales.(2015-03-19) Givens, Kayde. 1990-; McNamee, Lacy G.This study’s central purpose is to expand the research conducted within the field of communication on motivation and emotional labor. Specifically, this paper proposes an ethnographic examination of the intricate interplay of emotional labor and motivation within the working life of a summer salesperson. The results of this study revealed the dichotomous nature of door-to-door sales. Specifically, three dichotomies are discussed in the findings: making sense of the job as one to abhor/ admire, the emotional dichotomy of obscenity and humanity, and the relational dichotomy of care and competition. Throughout the study special attention was devoted to the discourse of the sales team. This study provided rich insight into the emotional labor of door-to-door sales representatives while also expanding the current literature on employee motivation.