Communities of Coping: Collective Emotional Labour in Service Work

This article argues that communities of coping among frontline service workers are an important part of what Hochschild has called `collective emotional labour' in service work. The analysis is framed in a sociological understanding of the customer as a key source of both pleasure and pain for...

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Veröffentlicht in:	Organization (London, England) England), 2003-02, Vol.10 (1), p.55-79
1. Verfasser:	Korczynski, Marek
Format:	Artikel
Sprache:	eng
Schlagworte:	Anger Australia Call centers Client Relations Coping Corporate culture Customer relations Customer services Customers Emotions Employment Labour Labour force Organization theory Organizational behavior Organizational Culture Pain Recruitment Service Industries Service industry Social relations Social Support Sociology Sovereignty Studies Telephone Communications United States of America Work place Workers
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