Sky Service: The Demands of Emotional Labour in the Airline Industry

Following Hochschild's The Managed Heart, which emphasized the problematic features that emotional labour had for women flight attendants, a critical literature emerged which focused on the more enjoyable aspects of emotional labour in service employee experience. This article draws on this literature and analyses emotional labour as a gendered cultural performance but takes issue with the individualizing and pluralistic tenor in the post‐Hochschild discussions. Using a qualitative and quantitative study of nearly 3000 Australian flight attendants, it focuses on organizational and occupational health and safety variables, as well as sexual harass‐ment and passenger abuse — factors barely discussed by Hochschild's critics. The qualitative data indicate that emotional labour is both pleasurable and difficult at different times for the same individual. Gender is still pivotal, as Hochschild suggested, linking emotional labour with sexual harassment. At the same time, the most significant predictors from the quantitative study of whether emotional labour would be costly were organizational. Variables such as whether flight attendants felt valued by the company show that the airline management context is highly influential in the way in which emotional labour is experienced. As a means of understanding the complex relations in this important and eroticized area of service work where flight attendants, airline crews, airline management and passengers have convergent and conflicting interests, the article also deploys a new concept: ‘demanding publics’, to refer to trangressions of the legitimate boundaries of the service worker.     

Letting Gender Secrets Out of the Bag

In this paper I record the understandings which have emerged for me through facilitating a series of workshops with family therapists and social workers, designed to help let ‘secrets' about gender issues and power relations between men and women ‘out of the bag’. I outline the background to these workshops, and describe both the workshop process used and the key themes which were addressed by participants. It is written in the hope that others will be encouraged to facilitate similar workshops in one anothers' agency groups.     

Westerns,Weddings and Web‐Weavers: Reading Gender as Genre in Organizational Theory

This article focuses on the process of reading and its role in the construction of knowledge. Reading is an activity which is personal yet never singular: we bring to our reading of one text a range of knowledges, experiences and strategies derived from other texts. This ‘intertextuality’ means that ‘meaning‐making’ is a complex negotiation process between reader and text, whereby linkages are made between divergent genres. This is explored through the author's own personal experiences of reading gender/organizational theory. These readings demonstrate the way in which ‘narratives’ of other genres, such as film and fiction, spill over, infect and manipulate the construction of narratives within organizational texts. Further, the ready intertextual connections which are made help to expose some of the embedded assumptions about gender. Whilst these are, in the main, quite traditional, the consideration of the processes involved in reading helps to challenge these as ‘truths’ as well as signpost possibilities for new forms of writing gender/organizational theory.     

Tracking ‘the transnational’: studying transnational organizations and managements,and the management of cohesion

This article argues for greater clarity in researching transnational organizations and management, and the need for gendered multi‐level theory and gendered multi‐actor analysis. It examines different understandings and conceptualizations of ‘the transnational’ in studying transnational organizations and management, and their implications for understanding and conceptualizing the ‘management of cohesion’. In so doing, three conceptual and theoretical questions are considered: what are the major meanings of ‘the transnational’ in studying transnational organizations and management? What are the major different disciplinary frameworks in studying transnational organizations and management? What are the major epistemological debates in studying transnational organizations and management? Particular emphasis is placed on: the field of studies on transnational organizations and management; transnational research projects on transnational organizations and management; and the lives of transnational researchers. Two ongoing research projects – on gender relations in transnational organizations and managements, and men's changing organizational practices in Europe – are focused on to illustrate these issues. The theme of gender critique is developed throughout.     

'You have neither neighbours nor privacy' : ambiguities in the experience of emotional well being of women in farming families

This paper explores findings from an ethnographic study of relations of dependency within agricultural communities in the Northern region. Using a life course perspective it focuses on the cultural strategies which women draw upon to deal with the changing constraints, emotional stresses and loneliness of marrying into a farming family. Accounts from women occupying different generational positions demonstrate how they manage to achieve personal wellbeing through creative resolution of the different ambiguities involved in being a‘country girl', a ‘farmer's wife’ and a‘gran'.     

The Non-profit Sector is Dead,Long Live the Non-profit Sector!

This article engages the debates on the basic parameters of the study of ‘the space’ between the state and the market, including definitions of the organizations, theories, and boundaries of the space. This article divides the debates into two camps, ‘the non-profit paradigm’ and ‘the new paradigm’, and credits the contribution of both sides, respectively, delineating the sector and advanced theorization. It then distinguishes operationalization methods for the non-profit paradigm from operationalization methods for the new paradigm. The task is to develop the latter. The article then introduces an organizational identity approach from organizational ecology as a promising method.     

State ideology and the status of Iranian war widows

Imbedded in widowhood are emotional loss and change in personal life. For women, depending on social constructions of gender relations, widowhood can also lead to identity change, role adjustment and change in social status. Socio-economic and emotional supports rendered by family, community and society at large can highly impact widows in coping with change and making adjustments. These changes and the corresponding societal supports find new dimensions for ‘war widows’. The political nature of their widowhood may provide them with some benefits not enjoyed by non-war widows. As a token of public gratitude, political regimes compensate war widows and their children for their losses. Some political regimes weave political ideology into their compensatory programs, and through these programs they simultaneously raise widows' self-sufficiency and control their lives and thoughts. The specific case of the Islamic Republic of Iran will be examined here.     

Separations: A Personal Account of Bowen Family Systems Theory

This paper is a personal account of my own family of origin research. It explores the impact of separations from parents, nuclear family, and extended family through a Bowen family systems theory perspective using concepts pertaining to Bowen theory such as chronic anxiety, differentiation of self, multigenerational family process, and the emotional system. An outline of the process of doing research in ‘vivo’ with my mother as well as conversations with my supervisor are included. Theoretical differences between individual and system models are discussed. A Bowen theoretical approach to the anxiety of separations is investigated. The efficacy of engaging in family of origin work and the effects of thinking systems is examined in light of how it assisted me to view family members, family system disturbances, and clients’ emotional systems more objectively.     

Medication Effect Interpretation and the Social Grid of Management

Abstract

This article reports on two research projects and argues that current medication management research and practice does not represent the complexity of community-based psychotropic treatment. Ethnographic findings are used to demonstrate that a social grid of management exists to negotiate medication ‘effect’ interpretation. Anthropological and semi-structured interview data are used to illustrate patient subjective experience of atypical antipsychotic treatment. It is argued that ‘active’ and ‘passive’ management relationships are produced by the myriad ways individuals manage the gap between the desired and actual effects of medication. It is shown that psychological and cultural ‘side effects’ are as common as physical ‘side effects.'     

Mother Died Today or Maybe Yesterday: Reflections of L'etranger on Team‐Based Forms of Work Organization

One of the most enduring images of late twentieth‐century popular culture was the individualist and iconoclastic portrayal of the ‘grumpy old man’ Victor Meldrew in the BBC television series One Foot in the Grave. Richard Wilson's portrayal of the recently retired security worker is the antithesis of everything that contemporary organizations require from the idealized vision of employee as ‘team‐player’. As one who revels in the way that the epitaph ‘Victor’ is thrown at me at regular intervals both by my partner and children, at times when I think I am behaving normally, I thought it would be interesting for me to reflect, in public, on my relationship to contemporary workplace relations. It is my contention that Meldrew's characterization is not wholly based around the age dimension but is equally based upon his portrayal as an individual ill at ease with the mores of gregariousness. The essay therefore is a self‐reflective piece in which the author places himself in a particular milieu—that of L'etranger and uses this ‘placing’ in order to discuss the relationship between what he defines as ‘the outsider’ and the issue of age discrimination in contemporary blue‐collar environments. It is suggested that whilst the outsider or L'etranger is accepted under certain conditions within the managerial labour process this same level of organizational tolerance is not afforded to older workers within blue‐collar areas. It moves from a reflective, even autodidactic exploration of the relationship between the author and cultural articulations of L'etranger and uses this to inform an analysis of the acceptance of L'etranger within some aspects of the managerial labour within team based manufacturing units. In exploring these issues the essay then attempts to develop a third narrative in terms of now L'etranger, approaching the age of retirement fits in to the new academic labour process.     

Gendering the Management of Change in Higher Education: A Case Study

This article reports an investigation into the influence of gender at a pre-1992 UK university. Interviews with Heads of Departments and others defined as occupying ‘middle management’ positions reveal three distinct stances to the new higher education, of ‘collaboration’, ‘resistance’ and ‘transformation’ and the article explores how gender influences these stances. It attempts to move beyond a simple focus on gender differences, towards answering Bacchi's (1990) call for ‘a more useful political analysis (which) would draw attention to the way in which the current economic system encourages certain behaviours and discourages others’. It shows that women academics are taking a transformational stance, but that the stances are not gender-specific. Gender is institutionally embedded with other organizational characteristics, such as academic discipline, departmental size, compatibility with external commercial activity, and the ability or otherwise to generate funds. Questions are raised about the contribution of such stances to the future of the new educational order.     

‘You Make Me Feel like a Woman’: Therapeutic Cultures and the Contagion of Femininity

This article explores the relations between processes of emotionalization in society, therapeutic cultures in the workplace and new forms of emotional subjectivity and self‐presentation. For many commentators, this subjectivity is culturally feminized, drawing as it does on first‐person narratives, confessionals, emotional performances and ‘the personal’ and it is also highly problematic. In particular, the article speculates on the emergence of a somewhat hostile reaction by some prominent critics to these emotional selves, to whom they appear to represent a form of emasculation. Exploring a range of ‘archives’ in different discourse registers, the article suggests that these dismissive responses could be seen to signify growing cultural anxieties about the imagined feminization of the self and the workplace. The article concludes by proposing that while therapeutic cultures are politically ambivalent, the significance of the resources and solace that they offer should not be ignored or trivialized.     

Woman as Manager: A Seductive Ontology

Much of the women in management literature has, quite rightly, problematized women's relationship to dominant masculinist organizational practices and cultures, these debates being underpinned by extensive data revealing women's extreme numerical marginalization at senior management level across both public and private sectors. One such site where women have long been under‐represented is education management. Recent research, however, indicates some significant shifts in this regard, specifically in the UK further education sector where the number of women principals has increased sixfold in the past six years. In one sense then, equal opportunity as a political objective might be seen as ‘working’ in one public sector site, with education management no longer a ‘gender exclusive zone’. Drawing on poststructuralist understandings of identity, this article examines this phenomenon with respect to the seductive aspects of management and the issues of ontological security which surround women and men's investment in ‘frantic organizational cultures’. The article discusses some of the tensions, ambiguities and opportunities which might exist for many women managers as they ontologically invest in the ‘secure systems’ of a masculinist organizational culture.     

The Passagenwerk and the place of Walter Benjamin in cultural studies: Benjamin,cultural studies,Marxist theories of art

This essay is a reflection on the circumstances that led me to a particular research project, on Cajun dance and music spaces, and also on the project's mutations through subsequent phases of development. Above all, this essay attempts to take stock of the difficulties – personal, scholarly, and theoretical – as well as the personal choices that have gone into developing an ongoing scholarly project. While I indicate the importance of the experiences of personal pleasure that originally inspired my research, I also show how the personal and the pleasurable often necessarily encounter tensions and even certain kinds of conflict when linked to a ‘disciplinary’ domain. This essay therefore traces a particular example of how ‘cultural studies travels’ both geographically within a life and disciplinarily within something that has come to be known as‘French cultural studies’.     

The Exchange of Aesthetics: Women's Work and ‘The Gift’

Drawing on empirical research data on the work of flight attendants, this paper will explore Marcel Mauss's theory of ‘gift’ exchange relations, with particular reference to his concern with the ‘exchange of aesthetics’ (Mauss 1954), as an analytical model which may contribute to our understanding of ‘women's work’ in contemporary Western societies, of which, we shall argue, the work of female flight attendants is a notable example. It will begin by locating the authors' analytical and theoretical concerns with ‘women's work’ within the context of recent empirical research. It will then go on to outline briefly a Maussian model of exchange relations and to identify the potential utility of this analytical model for the study of women's work. This paper then goes on to offer an analytical account of empirical research into the work of flight attendants and to analyse the ways in which airline service provision constitutes a critical case study of women's work, certain elements of which involve a form of ‘gift’ exchange relations which operate, not as an alternative to, but inside — and in the interests of — commodity exchange relations. Finally, in the light of recent feminist work, this paper will conclude by suggesting the wider implications of this analytical model for the study of gender and work.     

The ‘new industrial man’ as unhero: Doing postfeminist masculinities in an Italian pharmacological research centre

Recent work has documented the need to engage with how men construct masculinities within postfeminist discourses in the workplace. Postfeminism has sparked debates concerning the changing ideals of masculinities, highlighting the tensions between traditional forms of patriarchy and ‘new’ ways of being a man (e.g., emotional, a ‘new father’, in crisis). Men have been depicted as being in search of a new identity, opposed to the ever‐growing confidence and empowerment of women. In mobilizing postfeminism as a discourse, this article illustrates how men working in an Italian pharmacological research centre (managed by men but dominated by women) assume subject positions that contradictorily fluctuate between tradition and fluid modernity, to reveal a masculinity which we identify with the ‘new industrial man’. The postfeminist masculinities exposed in the analysis mesh pro‐ and anti‐feminist ideas by appealing to un/heroic and romanticized subjectivities. The analysis also shows how un/heroic masculinities and men's appeal to biological differences to reinforce social ones and devalue the feminine obfuscate organizational gender inequalities. The article advances masculinity theory by offering a nuanced analysis of how masculinities and men are affected by paradoxical contemporary pressures for more egalitarian gender relations and a renewed emphasis on patriarchal traditions, which continue to support the gendering of the workplace.     

Challenging assumptions of international public relations: When government is the most important public

To learn more about international public relations it is important to explore the assumptions underlying each nation's practice. Through such analysis, we learn that many of the assumptions that guide Western theories and practices are not applicable in other regions of the world. This article examines one assumption—that the practice of public relations targets a variety of key organizational publics. In many developing nations it is government officials rather than the general public who are of greatest importance to effective public relations. If government is the most important public in developing nations, then this relationship will influence the practice of public relations.Maureen Taylor is an Assistant Professor of Communication at Rutgers University in New Brunswick, New Jersey. Michael Kent is an Assistant Professor of Communication at SUNY-Fredonia in Fredonia, New York.     

Management in/as Comic Relief: Queer Theory and Gender Performativity in The Office

Our discussion here focuses on gender performativity — the evocation of gender through stylized modes of interaction and the recitation of particular cultural norms — in the BBC comedy series The Office. We suggest that The Office can be read as a cultural text that brings sedimented ways of thinking about and enacting gender into relief, a technique that effectively ‘queers’ management and organization as gendered phenomena. In doing so, we argue that not only does The Office parody the ways in which management is configured according to the terms of what Judith Butler has described as the ‘heterosexual matrix’, but that it also represents a parodic critique of the gendered ways in which this configuration is enacted in everyday organizational encounters. We also suggest that, in addition to its capacity to be read as a parody of gender performativity, The Office reflects queer theory's concern, particularly as the latter has been articulated in Butler's writing, to reveal something of the pathos inherent in the desire for recognition that underpins the hegemonic performance of gender. In this respect, our reading of The Office emphasizes that, as a popular cultural text, it throws into (comic) relief the extent to which the desire for recognition underpins the organizational performance and management of gender in accordance with the terms of the heterosexual matrix.     

Towards ‘New Emotional Movements’? A Comparative Exploration into a Specific Movement Type

In this article we broaden the scope of earlier research that established a theoretical specificity for the Belgian ‘White March’ and ‘White Movement’, by comparing them to three similar movements and mobilizations that were also triggered by random violence. The comparisons suggest that we are dealing with a new type of social movement and mobilization, preliminarily referred to as ‘new emotional movements’. The three other cases under study are the ‘Snowdrop Campaign’ in the UK, the ‘Million Mom March’ in the US and the ‘Movement against Senseless Violence’ in the Netherlands. Four important features seem to characterize all cases: the central role of emotions and victimization in the mobilization and development of the movement; broad elite support; organizational weakness; and extensive media support. We distinguish two sub-types of new emotional movements: (1) an instrumental variant with clear-cut aims and demands; and (2) an identity variant with displays of solidarity and compassion as the main constitutive elements. In both cases the initiators lack prior organizational experience and the absence of mobilizing organizations is compensated for by mass media support. In the instrumental sub-type neither the victims nor their relatives take the initiative but lend support and give approval to amateur entrepreneurs. The main mobilizing emotion appears to be fear about the possibility of personal suffering, and this emotion is reflected in the formulation of clear-cut demands for the future prevention of similar events. This instrumentality results in elite support being considerably broad, yet partisan. In contrast, the victims themselves take the initiative in the identity variant, causing the movement to remain more or less without specific demands but ensuring a broad support that is not bounded by party lines.