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Question Examine the claim that emotional labour is harmful for workers Use case study research to illustrate your argument An essay of 2500 wordsIntroductionEmotional Labour has been the driving force for organisations to improve quality of customer service to edge out in the competitive market over the past decades Korczynski 2002 Callaghan and Thompson 2002 which claims to bring harmful effects to front-line workers Hochschild 1983 Nevertheless little research articles have provide a clear argument between negative and positive consequences of emotional labour This essay aims to provide a clear understanding of the term emotional labour and its consequences to front-line workers as well as a critical analysis of the consequences while taking a clear stand through critical analytical approach Structure of Essay Need To changeThe rest of the essay will provide an understanding on Emotional Labour follow by the insights on the negative and positive consequences evident with relevant case studies as well as an analytical argument In addition the introduction on the emotion management typology suggested by Bolton and Boyd 2003 including a critical analysis of the argument brought up by Brook 2009 Moreover the essay will include an understanding to the term customer-oriented bureaucracy to further enhance to provide a clearer understanding on emotional labour Finally a summary of the argumentUnderstanding the wide literatureThe research of emotion management in both private and organisational environment have been a constant topic since early 1980s popularised by Hochschilds 1983 contribution the managed heart identifying the management of feeling to create a publicly observable facial and bodily display which is sold for a wage therefore has exchange value as widely referred term emotional labour synonymously used as emotion work or emotion management Hochschild 1983 p7 Scholars emphasis in the definition differ slightly consequently Korczynski 2002 p139 concluded that emotional labour involves the front line employee managing feelings behavioural displays associated with feelings in interactions with customers The Managed Heart categorised into 2 distinct
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