Emotional Labour and The Kingdom Smile

Having to be happy for the benefit of others is one example of emotional labour. Cabin crew, sales assistants and carers are all expected to regulate their emotions to provide the right experience for the customer. But what about High Control Groups? Wearing a Kingdom smile and being happy was a requirement for Dad as a Jehovah's Witnesses - and is replicated in other groups. Is this the ultimate in emotional labour?

 

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Research Paper

Korczynski, M. (2003). Communities of coping: Collective emotional labour in service work. Organization, 10(1), 55-79.

https://www.researchgate.net/publication/247747517_Communities_of_Coping_Collective_Emotional_Labor_in_Service_Work

 

The Managed Heart by Arlie Hochschild

• Publisher ‏ : ‎ University of California Press; 3rd edition (13 April 2012)
• Language ‏ : ‎ English
• Paperback ‏ : ‎ 339 pages
• ISBN-10 ‏ : ‎ 0520272943
• ISBN-13 ‏ : ‎ 978-0520272941