‘Heroes and Matriarchs’: Working‐Class Femininities,Violence and Door Supervision Work

Door supervision work is traditionally seen as a working‐class, male‐dominated trade. In addition, it is deemed to be one that is physically risky, where violence is seen as a ‘tool of the trade’ and where ‘bodily capital’ and ‘fighting ability’ are paramount to the competent performance of the job. This paper is a timely analysis on the manner in which the increasing numbers of women who work in door supervision negotiate their occupational identity and construct their work practices. The analysis focused on the way in which discursive constructions of both violence and workplace identities are variably taken up, reworked and resisted through the intersection of gender and class. This resulted in the identification of two main discourses; ‘playing the hero’ and the ‘hard matriarch’. These findings allow us to theorize that multiple, gendered and classed occupational identities exist beyond normative expectations and can be seen to be both emancipatory for working women, while simultaneously bolstering exploitation, workplace harassment and violent practices.     

‘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.     

We’re Decent People: Constructing and Managing Family Identity in Rural Working‐Class Communities

Using grounded theory methodology, I establish family identity management as an important type of invisible work that connects women's household‐based domestic activities with community members’ perceptions and treatment of them and their family members. Detailed observations of household routines and family interactions, as well as in‐depth interviews with working‐class women living in two rural trailer park communities, provide insight into the meanings women assign to this labor, and their motivations for performing this work. I describe the strategies that women use to accomplish the work, examine how the work supports family life and child development, and explain how the residential environment influences the organization and accomplishment of this work.     

‘There Oughtta Be a Law Against Bitches’: Masculinity Lessons in Police Academy Training

This article draws on participant observation in a law enforcement academy to demonstrate how a hidden curriculum encourages aspects of hegemonic masculinity among recruits. Academy training teaches female and male recruits that masculinity is an essential requirement for the practice of policing and that women do not belong. By watching and learning from instructors and each other, male students developed a form of masculinity that (1) excluded women students and exaggerated differences between them and men; and (2) denigrated women in general. Thus, the masculinity that is characteristic of police forces and is partly responsible for women’s low representation on them is not produced exclusively on the job, but is taught in police academies as a subtext of professional socialization.     

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.     

‘Taking it Like a Man’: Masculinity,Subjection and Resistance in the Selling of Life Assurance

This article examines the operation of mechanisms of control and modes of resistance within work organizations and interrogates the role of subjectivity in such mechanisms. Specifically, I mean to examine how forms of resistance are influenced by the masculine ‘mystique’ ( Collinson, 1988 ) of given occupations, focusing on that which pervades the field of Sales. Theoretically, the work of Foucault on ‘the self’ is adopeted (1985, 1986) to examine how control at work is attempted and occasionally effected through the construction of a specifically gendered identity of ‘the salesman’. With material from an 18‐month study of a UK life assurance institution, Lifelong Assurance ( Hodgson, 2000 ), I describe the operation of a bureaucratic technology of surveillance within the Sales division. In particular, I focus on the way in which employees’ responses to this system were structured by the specific masculine identities promoted and reproduced within sales, centring on an ideal of autonomy and self‐reliance. While the masculine discourse of autonomy frequently resulted in resistance to technocratic systems of surveillance, it was also clear that such discourses left employees isolated and vulnerable to more profound mechanisms of control through their engineered dependence upon their managers for security and the affirmation of their identity.     

‘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.     

Time,Money and the Gender Order: Work Orientations and Working‐Time Preferences in Britain

In the context of economic restructuring and the reorganization of working time, the question of working‐time preferences is emerging as an important component of both academic and policy debates. Much of the debate about preferences is based upon conjuncture or inadequate indicators, often drawing oppositional models of gender differences in preferences which neglect the similarities between the sexes. This article starts by developing a framework for interpreting preference formation and change, with particular emphasis on the societal institutional system and existing national working‐time regime in which individuals' behaviour and preferences are located. This framework is then applied to highlight the particular features of the national working‐time regime and associated ‘gender order’ in Britain, followed by an analysis of gender similarities and differences in work orientations and working‐time preferences in this country. The results show that work orientations and working‐time preferences are related to labour market circumstances for both sexes. Similarity between women and men in the influences of workplace variables coexists with a gender‐differentiated effect of household circumstances on the types of work schedules preferred; childcare and domestic responsibilities figure more largely in women's accounts of their preferences than in men's. For both, however, the most popular reform would be increased time sovereignty in the organization of their work schedules.     

‘The Women Can Be Moved to Fill in the Gaps’: New Production Concepts,Gender and Suppliers

This article wishes to extend our understanding of New Production Concepts (hereafter NPC) induced restructuring in two areas. Firstly, it wishes to further explore the gender distinctions to be made when considering the impact of NPC on the labour process. In turn, this calls for a consideration of the extent to which NPC restructuring perpetuates, recasts and fortifies gendered divisions of labour within organizations. It will indicate how the introduction of NPC within a buyer and two supply organizations intensified prevailing gendered divisions of labour and disproportionately impacted upon women workers. It will also stress that women workers appeared to be more exposed to the implementation of policies designed to secure responsiveness to the satisfaction of customer requirements. However, while the evidence will reveal the importance of exploring distinctions within labour as part of a process of restructuring, it also highlights the linkages between these organizations. Secondly, therefore it aims to extend the territory of existing debates by highlighting a gender distinction across and between organizations. It will conclude by highlighting the importance of constructing an analysis of NPC‐induced restructuring which not only embraces a gendered analysis of change but simultaneously does not privilege research attention to particular ‘hermetically sealed’ workplaces, dislocated from a wider process of inter‐firm restructuring.     

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.     

Constructing Masculinity in the Building Trades: ‘Most Jobs in the Construction Industry Can Be Done by Women’

Construction is one of the most gender‐segregated sectors of the UK economy; men constitute over 99 per cent of the employees in the building trades. This article focuses on the role of discourse in reflecting and reproducing the absence of women in the construction trades. A small excerpt from an industry report is described, interpreted and explained using critical discourse analysis. The analysis takes as its starting point one phrase, ‘most jobs in the construction industry can be done by women’ and places it in its structural, institutional and historic context, showing its dependence on presuppositions about women's abilities, and the ideological basis of those assumptions. Male construction workers' masculine identity is defined in relation to their ‘tough’ job. The culture of taking safety risks, and working long hours in primitive working conditions suits some employers very well. The report's assertion that women can do ‘most jobs’ in construction appears to challenge the dominant ideology but it actually reproduces it, helping to maintain gender segregation. Thus it contributes in a small way to sustaining existing power relations by containing potentially transformative movements.     

‘I Know It Sounds Nasty and Stereotyped’: Searching for the Competent Domestic Worker

The recent upsurge of commercial companies in the market of domestic services has drawn attention in various countries. However, little is known about the operation of these companies and the extent to which their endeavours to industrialize paid domestic work reproduce or break away from historical patterns of gender inequality. In this article, the theoretical debate is informed by empirical data collected in the city area of Lisbon, in Portugal. In particular, open‐ended interviews with the managers of 15 companies provide a privileged view over the practices of recruitment and selection. Multiple sources of segmentation are associated with gendered understandings of class and ethnicity. Far from a paradigm in which stimuli toward industrialization and professionalization would overthrow the traditional centrality of trust and personal bonds in domestic service relationships, managers seek to gain a competitive advantage over rival companies and the informal economy precisely by mastering the trade of trust and personal bonds.     

‘If I Had a Family,There Is No Way That I Could Afford to Work Here’: Juggling Paid and Unpaid Care Work in Social Services

Drawing on three case studies in each of Australia, New Zealand and Scotland, this article explores how care workers employed in the social services sector negotiate their unpaid care responsibilities in the context of lean work organization and low pay. For younger workers, the unrelenting demands of service provision and low pay made any long‐term commitment to working in social services unrealistic, while many female workers experienced significant stress as they bent their unpaid care responsibilities to the demands of their paid work. However, male workers, less likely to have primary caring responsibilities, appeared less troubled by the prioritizing of paid over unpaid care work and less likely to self‐exploit for the job. At the same time, there is a widespread acceptance across different national and organizational contexts that the work/family juggle is a personal responsibility rather than a structural problem caused by the demands of underfunded and overstretched organizations.     

Cleaning the ‘People's Home’: The Politics of the Domestic Service Market in Sweden

While there is a substantial scholarly literature depicting the abuses and exploitation of domestic workers in the informal cleaning sector, there is virtually no work that examines conditions in the formal market. This is not an oversight. For many, commodifying domestic labour entrenches gender and economic inequalities; we all should simply clean up after ourselves. We seek to offer a fresh approach: the vital question for those concerned with the women performing this work for pay is not whether to commodify reproductive labour, but rather what form the market will take and what conditions might render it a decent job. In order to make such an assessment, we need to look beyond worst‐case scenarios in the informal sector, and study instead the evolution of the formal market. Only by also examining the content and terms of the work can we address how not to perpetuate inequalities such as the gendered division of labour and its intersection with nationality, race and class. In this article, we analyse the market for household services in Sweden's gender egalitarian social democracy, where a recent tax policy fostered the rapid expansion of a formal market for domestic cleaning. We conclude that domestic cleaning can be a decent job and that there is no inherent contradiction between a market for household services and a social democratic political economy.     

More‐than‐human emotions: Multispecies emotional labour in the tourism industry

The concept of emotional labour has been subject to critique, evaluation, development and extension over the last 35 years, but it remains firmly anthropocentric. This article begins to address this shortcoming by illustrating some of the productive potential of extending the concept of emotional labour to include more‐than‐human and multispecies perspectives. Organizations are not solely human phenomena, but research usually fails to consider the role of non‐humans in work in contemporary capitalism. Using the example of trail horses in tourism, I argue that some non‐human animals should be considered workers, and that they do perform emotional labour in service to commercial organizations. More‐than‐human and multispecies perspectives capture some of the complexities of everyday organizational practices, and can inform feminist research attuned to the experiences of marginalized others, human and non‐human.     

‘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.     

The new ‘hidden abode’: reflections on value and labour in the new economy

In a pivotal section of Capital, volume 1, Marx (1976 : 279) notes that, in order to understand the capitalist production of value, we must descend into the ‘hidden abode of production’: the site of the labour process conducted within an employment relationship. In this paper we argue that by remaining wedded to an analysis of labour that is confined to the employment relationship, Labour Process Theory (LPT) has missed a fundamental shift in the location of value production in contemporary capitalism. We examine this shift through the work of Autonomist Marxists like Hardt and Negri, Lazaratto and Arvidsson, who offer theoretical leverage to prize open a new ‘hidden abode’ outside employment, for example in the ‘production of organization’ and in consumption. Although they can open up this new ‘hidden abode’, without LPT's fine‐grained analysis of control/resistance, indeterminacy and structured antagonism, these theorists risk succumbing to empirically naive claims about the ‘new economy’. Through developing an expanded conception of a ‘new hidden abode’ of production, the paper demarcates an analytical space in which both LPT and Autonomist Marxism can expand and develop their understanding of labour and value production in today's economy.     

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.     

‘But It's Your Job To Be Friendly’: Employees Coping With and Contesting Sexual Harassment from Customers in the Service Sector

This article analyses how employees in the service sector respond to sexual harassment from customers and attempts to explain why this is so. There are only a small number of previous studies examining the issue of customer‐perpetrated sexual harassment. Those that have been conducted have detailed the nature and prevalence of sexual harassment from customers, but this research lags behind employee experience and some emerging policy responses to this issue. The extant literature, whilst growing, remains largely limited to documenting the phenomenon. In this article, we attempt to create a deeper analysis of customer‐perpetrated harassment by conducting a new review of the literature to develop propositions about how employees respond to it and the factors that influence their responses. These propositions are analysed in relation to a qualitative pilot study with 15 interviewees who had experienced sexual harassment from customers to understand how they reacted and why. The article shows how the social norms and precarious working conditions of the service sector constrain employees from seeking formal redress, leading to the enactment of informal coping strategies and temporary contestations of the situation. This research is important for building our understanding of the influence of workplace context for framing employee responses to customer sexual harassment.