Service work without emotional labour? Role expectations of service engineers, their employers and customers in the mechanical engineering industry
Verena Houben and
management revue. Socio-economic Studies, 2014, vol. 25, issue 1, 50-66
The goal of this research is to understand, if emotional labour is part of atypical service professions like service engineering. The protagonists of this study are service engineers, their employing organisations and customers (service triad). We are interested in the following questions: How do the protagonists perceive the role of the service engineers? Is emotional regulation important in this service? Is emotional labour displayed? For which purposes is it used? Our study shows, that finding technological solutions is dominating in service engineering. Yet, service engineers use not only emotional labour, but also sentimental work. The regulation and influencing of emotions serve different purposes, e.g. to build a relationship with the customer, to extract relevant information from him/her to get a technical problem solved quicker, and to cope with distress that arises from contradictory expectations. Service engineers do this although neither their employer nor the customer explicitly urges them to do so.
Keywords: emotional labour; sentimental work; service engineers; service work (search for similar items in EconPapers)
JEL-codes: J24 L80 M54 (search for similar items in EconPapers)
References: Add references at CitEc
Citations Track citations by RSS feed
Downloads: (external link)
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
Persistent link: https://EconPapers.repec.org/RePEc:rai:mamere:mrev-2014-01-houben
Ordering information: This journal article can be ordered from
Rainer Hampp Verlag, Journals, Vorderer Lech 35, 86150 Augsburg, Germany. A subscripton is required to access pdf files. Pay per article is available at
Access Statistics for this article
management revue. Socio-economic Studies is currently edited by Matthias Baum, Ina Ehnert, Marcel Erlinghagen, Simon Fietze, Susanne Gretzinger, Wenzel Matiaske and Sylvia Rohlfer
More articles in management revue. Socio-economic Studies from Rainer Hampp Verlag
Series data maintained by Rainer Hampp ().