Emotional suppression to regulated empathy : from one face of control to another
Maconachie, Glenda (2005) Emotional suppression to regulated empathy : from one face of control to another. Labour & Industry, 16(1), pp. 43-58.
During the 1970s the neutral face of bureaucracy in the Australian national employment service was partially replaced by emotional expression. New recruits introduced emotions as a coping strategy in response to work intensification and insufficient training. As government policies subsequently weakened bureaucratic control mechanisms ofinternal labour markets while also adopting private sector management techniques. emotions became recognised as part ofimproved service delivery. Measurement andevaluationfollowed, moving the use ofemotionsfull circle -from suppression, to autonomous use, to recognition, to prescription (or regulated empathy). Two key points are argued. Firstly. workers did not experience emotional labour equally. Secondly. part ofthe motivation for management srecognition and incorporation ofemotions into policy must be perceived as an attempt to tighten behavioural controls over workers. through a customer service focus.
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|Item Type:||Journal Article|
|Keywords:||Labour Markets, Public Sector, Emotional Labour|
|Subjects:||Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Industrial Relations (150306)|
|Divisions:||Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Management
|Deposited On:||17 Jun 2009 13:04|
|Last Modified:||29 Feb 2012 13:16|
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