Jenkins, Sarah, Delbridge, Rick and Roberts, Ashley. (2010) Emotional management in a mass customised call centre: examining skill and knowledgeability in interactive service work. Work, Employment & Society, Vol.24 (No.3). pp. 546-564. ISSN 0950-0170

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Abstract

Researchers have demonstrated the variety of interactive service sector work yet relatively little research has focused on the middle ground of 'mass customised service work'. In particular, the complex character of emotional work in such workplaces remains under investigated. This article applies Bolton's emotion management framework to a high-commitment mass customised call centre to extend understanding of the skills and content of such work. The findings show how workers produce 'appropriate' emotional displays informed by multiple influences beyond management prescription. The article documents the skilled emotional dexterity shown by such workers and elaborates Bolton's framework in demonstrating the negotiated and interactive nature of emotion management. In so doing, it demonstrates the significance of heretofore largely unacknowledged skills in the work of mass customised service workers.

Item Type:	Journal Article
Subjects:	H Social Sciences > HC Economic History and Conditions H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HM Sociology
Divisions:	Faculty of Social Sciences > Warwick Business School
Journal or Publication Title:	Work, Employment & Society
Publisher:	Cambridge University Press
ISSN:	0950-0170
Date:	September 2010
Volume:	Vol.24
Number:	No.3
Number of Pages:	19
Page Range:	pp. 546-564
Identification Number:	10.1177/0950017010371665
Status:	Peer Reviewed
Publication Status:	Published
Access rights to Published version:	Restricted or Subscription Access
URI:	http://wrap.warwick.ac.uk/id/eprint/5115

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