The hidden dimension of emotional labour: tactics to cope with emotional dissonance in French hypermarkets

Christophe Vignon () and Sylvie Scoyez van Poppel
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Christophe Vignon: CREM - Centre de recherche en économie et management - UNICAEN - Université de Caen Normandie - NU - Normandie Université - UR - Université de Rennes - CNRS - Centre National de la Recherche Scientifique
Sylvie Scoyez van Poppel: IDP - Institut du Développement et de la Prospective - EA 1384 - UVHC - Université de Valenciennes et du Hainaut-Cambrésis - IAE - Institut d'Administration des Entreprises - UPHF - Université Polytechnique Hauts-de-France

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Abstract: This paper examines the tactics utilised by service workers to cope with the emotional dissonance that results from their compliance with the role scripts developed to meet customers' relational expectations. These tactics are examined in the framework of de Certeau's theory (1984) on the basis of field surveys conducted with cashiers working in two French hypermarkets. The concept of tactic helps us to better understand how the cashiers cope with these dissonances. It helps us to shed some light on some types of behaviour which, a priori, seem irrational, and to understand the unintentional effects of managerial policies.

Keywords: emotional dissonance; hypermarkets cashiers; tactics (search for similar items in EconPapers)
Date: 2011
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Published in International Journal of Work Organisation and Emotion, 2011, 4 (2), pp.113 - 135. ⟨10.1504/IJWOE.2011.044593⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-00657372

DOI: 10.1504/IJWOE.2011.044593

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