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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.

Abstract

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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ID Code: 22061
Item Type: Journal Article
Keywords: Labour Markets, Public Sector, Emotional Labour
ISSN: 1030-1763
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 23:04
Last Modified: 29 Feb 2012 23:16

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