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

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Sheehan, Conor (2012) Hard labour at 35,000 feet: a reconsideration of emotional demands in airline service work Hospitality and Society, 2 (1). pp. 99-116. ISSN 2042-7913

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Abstract

This study offers a contemporary perspective on the factors affecting the emotional self-management of airline service agents within an increasingly challenging work environment. The methodological approach combined a review of the contemporary literature on ‘emotion' work with exploratory primary research involving longitudinal focus groups and ‘life history' interviews (Ladkin 2004) with purposively selected respondents. The findings suggested that intensifying job demands and deteriorating working conditions continue to increase the alienating psychological costs of performing emotional labour for air cabin crew. These costs appear greater where ‘emotional reciprocity' is absent and emotional dissonance is evident. Some crew, however, continue to make emotional effort autonomously and spontaneously, and these incidences appear linked to personality trait characteristics and positive service orientation. This work offers a rounded contextualization of respondents' life experiences with their emotional self-management challenges at work. Future research could further explore the ‘reciprocity dynamic' as an enabler of service agents' emotional self-management. Keywords cabin crew emotion effort emotional labour emotional self-management emotional reciprocity occupational health

Item Type: Journal article
Uncontrolled Keywords: cabin crew; emotion effort; emotional labour; emotional reciprocity; emotional self-management; occupational health
Subjects: N000 Business and Management > N800 Travel, Tourism and Transport Management
N000 Business and Management > N800 Travel, Tourism and Transport Management > N810 Travel Management
?? N853 ??
DOI (a stable link to the resource): 10.1386/hosp.2.1.99_7
Depositing User: Converis
Date Deposited: 04 Mar 2014 03:01
Last Modified: 22 Apr 2015 10:29
URI: http://eprints.brighton.ac.uk/id/eprint/11913

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