Reacting to the demands of service work: emotional resistance in the Coaching Inn Company

Peter John Sandiford and Diane Seymour

The Service Industries Journal, 2009, vol. 31, issue 8, 1195-1217

Abstract: This paper discusses employee resistance to the emotional labour of face-to-face service work. It identifies a difficulty with the extension of the concept of resistance from the more traditional manufacturing industries to service work, asking how far apparently resistant behaviours can sensibly be conceptualised as a challenge to management control of the labour process. This difficulty is explored through a discussion of data drawn from ethnographic research into a chain of public houses. Various forms of resistant behaviour are identified, although the precise nature of this resistance is often blurred by the complex relations between employee, management and customer.

Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:31:y:2009:i:8:p:1195-1217

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DOI: 10.1080/02642060903436990

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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