‘I Can't Put a Smiley Face On’: Working‐Class Masculinity,Emotional Labour and Service Work in the ‘New Economy’

The growth of the ‘service economy’ has coincided with the large‐scale detachment from the labour market of low‐skilled men. Yet little research has explored exactly what it is about service work that is leading such men to drop out of the labour market during periods of sustained service sector employment growth. Based on interviews with 35 unemployed low‐skilled men, this article explores the men's attitudes to entry‐level service work and suggests that such work requires skills, dispositions and demeanours that are antithetical to the masculine working‐class habitus. This antipathy is manifest in a reluctance to engage in emotional labour and appear deferential in the service encounter and in the rejection of many forms of low‐skilled service work as a future source of employment.     

‘It's People's Whole Lives’: Gender,Class and the Emotion Work of User Involvement in Mental Health Services

The concept of emotion work has been widely applied to the study of service work. Yet its use in understanding the social dynamics of user involvement in public services remains under explored. Drawing on a study of user involvement in mental health service development, I show its utility for understanding this social and political realm. The article discusses findings from a critical discursive and contextual emotional labour perspective, taking into account organizational and institutional factors as well as social structural dimensions of gender and social class. It shows how discourses on emotion, constructed through articulation of personal experiences of service usage both reflected and constructed the ideological and structural positionings of women service users, while emotional discourse — displays of anger in user involvement forums — worked to constitute traditionally male and ideologically masculine elements of the field, as well as the working‐class identities of some participants. These forms of emotion work, and the ways in which they elicited further emotion management from service users and workers alike, are located in relation to the rules of engagement of user involvement and the bureaucratic institutional forms within which this took place. The article concludes that the emotion work of user involvement ultimately helped to reproduce the dominant institutional and social order, including its gender and class dimensions. Implications for policies and practices of user involvement in mental health services are provided.     

‘Writing’ aesth‐ethics on the child's body: Developing maternal subjectivities through clothing our children

What could we learn from the ‘aesth‐ethic’ practices of clothing children? The dual focus of this article is to analyse the everyday clothing of children as well as the development of maternal subjectivities as relevant to discussions of aesthetic labour in the field of organization studies. Drawing upon the literatures on aesthetic labour and maternal subjectivities in the field of organization studies, we develop a fine‐grained understanding of the relatively intense and effortful maternal labours that clothing our children encapsulates. Methodologically, we use autoethnographic diary notes combined with feminist ‘memory work’ to analyse clothing as an affectual form of storytelling or ‘writing’ on the child's body that (re)produces certain sociocultural understandings about mothering, sustainability and childhood(s) in a Nordic context embraced by western consumerism. By considering the limitations of the approach taken to drawing wider conclusions about motherhoods, identity construction and clothing, this article advances our understanding of the development of particular middle‐class maternal subjectivities seeking to problematize mass consumerism through childrenswear, and how idea(l)s concerning gender and childhood(s) are being (re)produced in and through clothing.     

Women's Work,Dirty Work: The Gynaecology Nurse as ‘Other’

This article seeks to explore the world of the gynaecology nurse. This world defines the gendered experience of nursing; that is, women in a women's job carrying out ‘women's work’. It is also a world that receives scant public recognition due to its association with the private domain of women's reproductive health. Many issues dealt with on a daily basis by gynaecology nurses are socially ‘difficult’: cancer, infertility, miscarriage and foetal abnormalities; or socially ‘distasteful’: termination of pregnancy, urinary incontinence, menstruation and sexually transmitted disease. The ‘tainted’ nature of gynaecology nursing gives it the social distinction of ‘dirty work’ but does not deter the gynaecology nurse from declaring her work as ‘special’, requiring distinctive knowledge and skills. Qualitative data collected from a group of gynaecology nurses in a North West National Health Service hospital displays how they actively celebrate their status as women carrying out ‘dirty work’. Through the use of ceremonial work that continually re‐affirms their ‘womanly’ qualities the gynaecology nurses establish themselves as ‘different’, as ‘special’, as the ‘other’.     

‘It's Just Acting’: Sex Workers’ Strategies for Capitalizing on Sexuality

This article reports on an ethnographic study of female sex workers in Britain who work in the indoor prostitution markets. The empirical findings contribute to the sex‐as‐labour debate and add to the sociological literature regarding the gendered and sexualized nature of employment, particularly the aesthetic and emotional labour of service work. Grounding the empirical findings in the theory of identity management and emotional labour and work, the article reviews some of the existing examples of how sex workers create emotion management strategies and describes an additional strategy, that of the ‘manufactured identity’. I argue that sex workers create a manufactured identity specifically for the workplace as a self‐protection mechanism to manage the stresses of selling sex as well as crafting the work image as a business strategy to attract and maintain clientele. Drawing on comparisons between sex work and other feminized service occupations, I argue that sex workers who are involved in prostitution under certain conditions are able to capitalize on their own sexuality through the construction of a manufactured identity. The process of conforming to heterosexualized images in prostitution is conceptualized as not simply accepting dominant discourses but as a calculated response made by sex workers to manipulate the erotic expectations and the cultural ideals of the male client.     

Routes to Part‐Time Management in UK Service Sector Organizations: Implications for Women’s Skills,Flexibility and Progression

This article examines the implications of part‐time working for mothers, particularly with regards to their occupational mobility and acquisition of skills, in UK service sector organizations following the implementation of the Part‐time Workers’ Directive in 2000. Through qualitative interviews with women and their managers in five hospitality workplaces, this article explores whether part‐time workers are potentially the ‘losers’ in the ‘winner‐takes‐all’ approach to career development. Discussions focus upon the extent to which part‐time workers can access career paths or, alternatively, whether part‐time management positions are the reserve of highly skilled women who are able to negotiate reduced hours after obtaining a management position full time. In conclusion, this article distinguishes between two forms of working‐time flexibility, which are named optimal and restrictive. The implications of these alternative types of flexibility, in terms of access to skill acquisition and occupational mobility, are then addressed.     

Becoming ‘Real’ Entrepreneurs: Women and the Gendered Normalization of ‘Work’

This article focuses on the way in which women entrepreneurs legitimate their place in a gendered economy by reifying a divide between ‘real work’ and ‘not‐real work’. Using ethnographic approaches to follow the everyday lives of several women who own and operate small businesses in the USA, our article documents three gendering practices the women use for ‘becoming real workers:’ embodied, spatial and temporal. The study shows that women entrepreneurs become ‘productive workers’ by recasting reproductive work as non‐productive or not‐real work. At the end, we explore two possible alternative conceptualizations of ‘work’ that could contribute to dissolving this gendered divide.     

Which is the ‘self’ in ‘self‐interest’?

This article contends that homogenisation of the term ‘self‐interest’– in sociological and economic discourse – has resulted in many misconceptions about what particular doctrines of ‘self‐interest’ were instituted to achieve at certain historical periods and in specific cultural milieux. At its worst, the article argues, this has led to a misunderstanding of the import of particular doctrines of self interest,which are read in terms of general tradition – such as that which views self‐interested conduct as a natural faculty – rather than in terms of the context specific aims of those advocating them. The article attempts to show how, historically, there have been quite significant changes in the characterisation of the ‘self’ deemed to be ‘self‐interested’. In particular, it focuses on the ‘self’ of certain early modern conceptions of self interest, and suggests this creation is best viewed not as a subjectivity transcendentally presupposed by experience, but as one historically cultivated to counter the exigencies of particular circumstances – the disaster of perpetual ‘warre’ in 17th century Europe – and to meet the purposes of a certain way of life – existence in the civitas.     

‘To Do Or Not To Do (Gender)’ and Changing the Sex‐Typing of British Theatre

Concepts of doing, and undoing, gender have become increasingly prevalent within studies of sex‐typed work. However, these concepts, as currently figured and applied, contain a significant analytical lacuna: they tend not to register changes in the sex‐typing of work. In this study we engage this research gap by addressing the changing sex‐typing of British theatre — specifically, the shift from female‐dominated amateur to male‐dominated professional theatre work. We draw upon and develop concepts of doing and undoing gender to understand changes in the sex‐typing of work. In so doing, we explain how spatially and temporally differentiated ways of doing ‘male’ and ‘female’ become implicated in how people make sense of, and enact, the changing spaces and times of ‘amateur/female’ ‘professional/male’ work. Our analysis of theatre work suggests that, despite recent criticisms of their wider significance, concepts of un/doing gender are useful to understand broader changes in the sex‐typing of work. Thus, it also appears possible to (un)change such sex‐typings by undoing gender. However, our analysis suggests that such subversive acts remain ineffective, unless those involved in such gendered undoings engage with, rather than renounce, the gendered doings that help enact the changing sex‐typing of work.     

The Art of Pacifying an Aggressive Client: ‘Feminine’ Skills and Preventing Violence in Caring Work

This article explores the complex interconnection between gender and emotion in the context of client‐perpetrated violence at work, focusing on interviews with and writings by Finnish nurses and social workers to discuss the ‘feminine’ emotional skills that are supposed to prevent violence. The social formation of these skills is analysed with the concept ‘emotional habitus’: emotional skills derive from the socially acquired disposition to manage emotions according to the gendered values of caring work. Emotional habitus, based on the internalized, second‐nature sense of emotional management, is shown to both persuade and enable employees to use emotional skills as assets for negotiating violence. This article discusses the potentiality for active agency enabled by skilful emotional management in violence prevention, bearing in mind the gender inequalities and internal contradictions connected to the social formation and practice of those skills.     

Time and Work–Life Balance: The Roles of ‘Temporal Customization’ and ‘Life Temporality’

This article poses a challenge to the orthodox binary, conceptualization of work–life balance only made possible by relying on the widespread ‘clock time’ worldview, which understands employment practices in terms of the basic time = money equation. In particular, it is the balance metaphor which relies on a quantification of both work and life in order to make sense and can therefore be seen to be based on an understanding of time as a measurable and value‐able unit. This article seeks to begin the exercise of examining the concept of work–life balance through a broader concept of the temporal dimension than simply limited quantitative notions. Two temporal themes are reported from a study which identified employees who had customized their working pattern to suit the various and multi‐dimensional facets of their lifestyles and thereby successfully improved their work–life balance. Participants in this study demonstrated that an improved work–life balance is more about a mind‐set that refuses to be dominated by a work temporality and is determined to create ‘me time’ rather than e.g. simply choosing a four day week or a part‐time job. It is argued that the notion of work–life balance is more usefully conceptualized within a broader notion of ‘livingscapes’ which contain both elements of work and life and that as researchers, our challenge must be to reflect the complexity of this weave within our analyses of individuals’ work–life balance.     

‘Belonging’ and ‘Otherness’: Sex Equality in Banking in Turkey and Britain

The struggle for sex equality at work has largely been achieved in the developed world, it is claimed. The number of well‐qualified young women entering white‐collar employment and achieving promotion to first‐line and middle management positions now matches or exceeds their male peers. Many young women have high career aspirations and argue that sex discrimination no longer exists. However, this perception is over‐optimistic. Major sex inequalities persist at senior management level in the salaries and benefits offered to female and male staff and in access to certain favoured occupations and sectors of employment. Questionnaires, interviews and documentary evidence from three Turkish and six British banks and high street financial organizations showed that their claimed commitment to equal opportunities by sex was not matched by their practices. Members of managerial elites (who were almost exclusively male) held firm views about the characteristics of ‘the ideal worker’, which informed organizational ideologies, including human resource policies and practices concerning recruitment and promotion. They also permeated organizational cultures, which affected employees’ working practices and experiences. The outcome of these internal negotiation processes was to differentiate between a favoured group of staff seen as fully committed to the companies’ values, who were promoted and rewarded, and an ‘out’ group, whose members were denied these privileges. This distinction between ‘belonging’ and ‘otherness’ is gendered not only along the traditional lines of class, age, sexual orientation, religion and physical ability, but also along the new dimensions of marriage, networking, safety, mobility and space. Despite local and cross‐cultural differences in the significance of these factors, the cumulative disadvantage suffered by women staff seeking career development in the industry was remarkably similar.     

Public Sector Reform and Women's Work in Poland: ‘Working for Juice,Coffee and Cheap Cosmetics!’

The debate on the transformation of work in east central Europe has concentrated on the restructuring of employment in manufacturing to the detriment of any discussion of the transformation of work in the service and public sectors, where the majority of women are employed. Moreover, while it is frequently recognized that women have been hit hard by job loss and unemployment, less attention has been paid the changing experiences of women in work. This article looks at the profound impact of market‐driven reforms in the Polish health and education sectors implemented in the late 1990s, and considers their implications for women and their work. It reports on interviews with a cross‐section of women workers in schools and hospitals and with trade union leaders at both the national and branch level. The impacts of the reforms and the experiences of women workers are discussed through the themes of changing employment levels, the restructuring of working conditions, job security, wages, training, and the double burden of balancing domestic and work lives. The general findings are that although the impact has been highly uneven between workplaces and regions, in general women have experienced an intensification of work and deteriorating working conditions. Their personal lives are not only more stressful due to the pressure at work, but also the double burden of paid and domestic work has increased due to the marketization of public provision. In both sectors, the response to reform has been widespread and militant industrial action, which has gained considerable political attention. We therefore also focus on how women have contested change, both passively and actively, through trade unionism and other political practice.     

‘What Troubled Children Need’ Constructions of Everyday Life in Residential Care

This article argues that key values of child protection work are not the appropriate point of departure for contemplating the welfare of children in professional care. Central values, such as ‘comfort’, ‘recognition’ or ‘appreciation’ say very little about the social practices of residential care. Using data from an ethnographic study in Denmark, the article demonstrates that ideas about the needs of troubled children are realised in dissimilar ways, creating highly different living environments for institutionalised children. The principles behind these construction processes are explored, and the profound ambiguity of values in childcare is discussed as an effect of residential care’s being an ‘institutional’ or ‘human service’ type of organisation.     

The hostile environment,Brexit, and ‘reactive‐’ or ‘protective transnationalism’

The ‘reactive transnationalism hypothesis’ posits a relationship between discrimination and transnational practice. The concept has generally been studied using quantitative methods, but a qualitative approach augments our understanding of two context‐specific dimensions: the nature of the discrimination involved, and the types of transnational behaviour that might be affected. Drawing on in‐depth interviews with Bangladesh‐origin Muslims in London, Luton and Birmingham, in the UK, we demonstrate how anti‐Asian and anti‐Muslim racism have been conflated with intensified anti‐migrant racism in the context of ‘hostile environment’ immigration policies and the EU referendum (Brexit), producing an amplification of racist discourses associated with purging the body politic of its non‐white bodies. The insecurity generated is altering some people's relationships to Bangladesh, incentivizing investment in land and property ‘back home'. While this represents an example of ‘reactive transnationalism', we argue that ‘protective transnationalism’ might be a more appropriate way of describing the processes at work.     

Reluctant entrepreneurs: musicians and entrepreneurship in the ‘new’ music industry

Changing labour conditions in the creative industries – with celebrations of autonomy and entrepreneurialism intertwined with increasing job insecurity, portfolio careers and short‐term, project‐based contracts – are often interpreted as heralding changes to employment relations more broadly. The position of musicians’ labour in relation to these changes is unclear, however, given that these kinds of conditions have defined musicians’ working practices over much longer periods of time (though they may have intensified due to well‐documented changes to the music industry brought about by digitization and disintermediation). Musicians may thus be something of a barometer of current trends, as implied in the way that the musically derived label ‘gig economy’ is being used to describe the spread of precarious working conditions to broader sections of the population. This article, drawing on original qualitative research that investigated the working practices of musicians, explores one specific aspect of these conditions: whether musicians are self‐consciously entrepreneurial towards their work and audience. We found that, while the musicians in our study are routinely involved in activities that could be construed as entrepreneurial, generally they were reluctant to label themselves as entrepreneurs. In part this reflected understandings of entrepreneurialism as driven by profit‐seeking but it also reflected awareness that being a popular musician has always involved business and commercial dimensions. Drawing on theoretical conceptions of entrepreneurship developed by Joseph Schumpeter we highlight how the figure of the entrepreneur and the artist/musician share much in common and reflect various aspects of romantic individualism. Despite this, there are also some notable differences and we conclude that framing musicians’ labour as entrepreneurial misrepresents their activities through an overemphasis on the economic dimensions of their work at the expense of the cultural.     

Official policies and informal transversal networks: Creating ‘pan‐European identifications’ through sport?

The idea that sport has been drawn into helping build a collective identity around the nation‐state, particularly in the immediate ‘era of independence’ after 1945, is well documented. However, it is only recently that sport has been linked to notions of moulding what we term here as ‘pan‐European identifications’. It is our argument that there are two distinctive forms to such identification. The first posits a tangible notion of identity based around territories such as nation‐states. Sport assists in this process through ‘official’ policies, such as declarations, reports and statements by the European Commission and other pan‐European institutions. The second form recognizes that increasing transversal interactions weakens ideas of territorialized identity, resulting in a looser ‘sense of belonging’. Sport helps craft identifications here in an informal manner through pan‐European sporting competitions, such as the UEFA Champions League and 2004 European football championships. This article is structured to look at both forms of this sport/identification interface whilst also considering the complex nature of sport and identity by explaining how sport can simultaneously erode such identifications.     

User‐oriented mental health reform in Sweden: featuring ‘professional friendship’

In developing new forms for society‐based support for mental health service users, authorities implemented a service in Sweden, called Personligt ombud (PO), with the assignment to support service users exercising their rights. The aim of this article is to describe what service users find to be significant features of their working relationships with their PO. Using a phenomenological approach, 23 users were interviewed sharing their experiences of their PO. The results show that service users describe their relationships with the PO as a ‘professional friendship’. The friendship‐like feature refers to reciprocity in sharing life experiences and forming a trustful relationship in which professional assistance can be offered, promoting well‐being and recovery. Conclusions are that the PO provides a service that calls for re‐interpretation of professional and user roles, where both give and receive.