‘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.     

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.     

‘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.     

The Impact of Migration on the Gendering of Service Work: The Case of a West London Hotel

This article responds to a call from Kerfoot and Korczynski to investigate the gendering of service sector employment. As a characteristic of many post‐industrial economies in the global North is the growing significance of migrant workers, this article investigates the impact of migration for work on the gendering of service work. Taking the embodied and emotional labour of workers to be fundamental to service work, it describes how these are refracted and produced through migration. The article draws on 60 interviews with workers in a west London hotel who were born abroad and the human resources staff and managers who are responsible for the recruitment and promotion of the workforce. We argue that migration is an important process in the construction of the contemporary workforce in post‐industrial service economies and that migration status should be understood as intersecting with gender in the production of a gendered performance at work.     

Migration and Policies in the European Union: Highly Skilled Mobility,Free Movement of Labour and Recognition of Diplomas

This article evaluates the relationship between highly skilled mobility (especially by individuals with university‐level degrees) and migration policies. Data from the European Union (EU) and Portugal (in particular) provide the empirical basis of the research. EU policies regarding the free circulation of individuals which aim to build the “common market” for economic factors (including labour) are reviewed, as are the more specific recognition of diplomas policies for professional and academic purposes, and recent levels of international mobility in both the EU and Portugal. The article also enumerates the main obstacles that, from a political and legal or social and cultural perspective, explain the low mobility revealed by those figures. Obstacles include the broad denial of citizenship rights; the necessity of assuring a means of sustenance; linguistic and technical exigencies for diploma recognition; the social attributes of work (more explicit in the service sector); and the institutional nature of national skilled labour markets. The main exception to the low mobility rule – movements of cadres in the internal labour markets of transnational corporations – together with flows in other multinational organizations, are also reviewed. In these, migrations are relatively exempt from political constraints and, significantly, avoid the recognition procedures adopted by the EU. In other words, it seems that the entry of highly skilled individuals in a transnational corporation, and not their citizenship in a Europe without frontiers, is what enables them to achieve effective mobility.     

Chinese Male Peasant Workers and Shifting Masculine Identities in Urban Workspaces

A key feature of China's internal rural–urban migration is the transformation of work from a rural‐based agricultural sector to urban‐based industrial and service sectors. This article critically examines the interplay between urban work and accompanying social relations in the workplace (that is, service and low‐skilled manual jobs) and the (re)construction of male peasant workers' subjectivities and identity formation. The qualitative data from the men's life histories suggest that familial gender practices, conceptualized as an appropriation of the traditional Confucian ‘father–son’ relationship, are of importance in shaping the men's occupationally located shifting identities in traditional urban ‘female’ jobs. This exploratory study aims to examine complex and multilayered accounts of rural–urban labour migration, in terms of how the men accommodate themselves to the city, involving both material constraints (structure) and creative cultural practices (agency). Their biographical transformations are located within wider socioeconomic and political transformations associated with China's current modernization project, of which they are a major constitutive component.     

Workers with disabilities and the challenges of emotional labour

This paper explores the implications of emotional labour for workers with disabilities, drawing on qualitative data from interviews with 59 respondents who had disabilities and who worked in service sector occupations. The analysis illustrates that employer demands for emotional labour may prove difficult for workers with a range of disabilities, including psychiatric diagnoses, learning difficulties and physical impairments. Analysis also points to the ways in which the non‐accommodating nature of many workplaces often forces workers with disabilities to engage in ‘extra’ emotion work in the interests of fitting in and concealing/ downplaying their impairments.     

Keeping up appearances: aesthetic labour in the fashion modelling industries of London and New York

This paper addresses itself to literature on ‘aesthetic labour’ in order to extend understanding of embodied labour practices. Through a case study of fashion modelling in New York and London we argue for an extension of the concept to address what we see as problematic absences and limitations. Thus, we seek to extend its range, both in terms of occupations it can be applied to, not just interactive service work and organizational workers, and its conceptual scope, beyond the current concern with superficial appearances at work and within organizations. First, we attend to the ways in which these freelancers have to adapt to fluctuating aesthetic trends and different clients and commodify themselves in the absence of a corporate aesthetic. The successful models are usually the ones who take on the responsibility of managing their bodies, becoming ‘enterprising’ with respect to all aspects of their embodied self. Secondly, unlike Dean (2005 ) who similarly extends aesthetic labour to female actors, we see conceptual problems with the term that need addressing. We argue that the main proponents of aesthetic labour have a poorly conceived notion of embodiment and that current conceptualizations produce a reductive account of the aesthetic labourer as a ‘cardboard cut‐out’, and aesthetic labour as superficial work on the body's surface. In contrast, drawing on phenomenology, we examine how aesthetic labour involves the entire embodied self, or ‘body/self’, and analyse how the effort to keep up appearances, while physical, has an emotional content to it. Besides the physical and emotional effort of body maintenance, the imperative to project ‘personality’ requires many of the skills in emotional labour described by Hochschild (1983 ). Thirdly, aesthetic labour entails on‐going production of the body/self, not merely a superficial performance at work. The enduring nature of this labour is evidenced by the degree of body maintenance required to conform to the fashion model aesthetic (dieting, for example) and is heightened by the emphasis placed on social networking in freelancing labour, which demands workers who are ‘always on’. In this way, unlike corporate workers, we suggest that the freelance aesthetic labourer cannot walk away from their product, which is their entire embodied self. Thus, in these ways we see aesthetic labour adding to, or extending, rather than supplanting emotional labour, as Witz et al. (2003 ) would have it.     

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.     

‘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.     

Migrants' regular army of labour: gender dimensions of the impact of the global economic crisis on migrant labor in Western Europe

The purpose of this article is to remedy the lack of explanatory endeavours concerning the positive performance of female migrant workers during the recent economic crisis in Western Europe. This phenomenon both interrogates the established association between economic downturns and their negative impact on migrant labour in low‐skilled jobs and enriches the theory of the reserve army of labour, which has been applied to understanding the fragile status of migrant workers in Western economies. Secondary analysis of Labor Force Survey (LFS) and OECD data concerning the impact of the crisis on migrant labour shows that women employed in the care‐domestic sector have been affected significantly less than men employed in manufacture and constructions. To explain this evidence, the article proposes a theoretical framework that draws on key concepts and debates in different strands of sociology: the increasing demand for paid care‐domestic work due to the ageing population and the growth of native‐born women's rates of activity; the commodification of care and the state management of migration; the affectivity and spatial fixity of care‐domestic labour. All these factors contribute to configure female migrant labour, mostly employed in the reproductive sector, as a ‘regular’ rather than a reserve army of labour.     

Women's Occupational Trends in the Irish Economy: Moving towards High‐skilled Occupations or Evidence of Deskilling?

In recent years the increased participation of women in the Irish labour market and in tertiary education would appear to have placed them in an advantageous position to make use of the expanded opportunities in knowledge‐based occupations. Using occupational data from the 1996 and 2006 census this article examines the experience of women in high‐ and low‐skilled occupations. The data indicate that women are over‐represented in high‐skilled occupations relative to their overall participation rate in the labour force but there is also an increase in the proportion of women in low‐skilled occupations. The employment of women in high‐skilled occupations is substantially weaker in the private sector than the public sector. Public sector employment, we argue, is a crucial factor in the increased participation of women in high‐skilled occupations.     

When it pays to be friendly: employment relationships and emotional labour in hairstyling

This article examines worker‐client relationships in hairstyling. Data are drawn from interviews with 15 hourly‐paid and 32 self‐employed hairstylists and a self‐administered survey. Relations of employment are found to be central to the deployment of emotional labour. Self‐employed owner‐operators are highly dependent on clients, rely on deep‐acting, enact favours, and are prone to emotional breaking points when they fail to realise their ‘congealed service’. In contrast, hourly‐paid stylists perform surface acting, resist unpaid favours and experience fewer breaking points. Methodologically this article demonstrates the importance of comparative employment relations analysis (CERA) for exposing the relationship between employment structures and labour process experiences.     

Emotional labour in the classroom: A psychoanalytic perspective

This article explores the nature of the emotional labour that teachers perform in their daily professional lives. It reviews the work of the sociologist Arlie Hochschild in order to assess how applicable her account of the nature of emotional labour is to the world of the classroom. It suggests that her account focuses on emotional labour as exploitative, and therefore ignores its rewarding dimensions. It argues that the Object Relations psychoanalytic tradition offers a richer account of emotional life in general, and emotional labour in particular. Object Relations theory is applied to describe the emotional labour of the teacher. Four observations of teachers at work in their classrooms are presented and analysed. The article aims to show how the unconscious dynamics of recognition and mis-recognition underpin success or failure at effective teaching and learning in the classroom.     

Working at the edge: Emotional labour in the spectre of violence

Drawing on semi‐structured interviews with police officers, door(wo)men and prison officers we present intimate, emotional and sometimes harrowing accounts of both the physical and emotional pain routinely endured by those employed as agents of social control. This article positions labour undertaken in such contexts as ‘edgework'; exploring how the boundary, or ‘edge', between safety and danger is negotiated and managed ‘in the moment' through embodied performances of empathetic and antipathetic emotional labour and emotional neutrality. Placing the concepts of edgework and emotional labour in dialogue, we open up a space in which to explore gendered conceptualizations of emotional labour and offer a more feminist appreciation of edgework that moves us beyond narrow concerns with pleasure, to account for embodied experience and emotional performance. In so doing, this article offers a unique insight into the emotional labour repertoires of both men and women who work in the spectre of violence.     

What It Feels Like for a Whore: The Body Politics of Women Performing Erotic Labour in Hong Kong

This article seeks to investigate the complexity of the working experiences of female prostitutes in Hong Kong, using an oral history approach. Based on 13 in‐depth interviews, I depict my respondents as performing the skilled emotional labour of sex in exchange for their clients’ money. Looking at the ways in which the women manage the job, the self and the business, I argue that their major problem is not with the commercial transaction (that is, the content of the work itself), nor with the ‘conflict’ between their personal and work selves, but with the social stigma, surveillance and dangers at their workplaces. Inspired by a post‐structuralist conception of power and identity formation, I propose a women‐centred lived‐experience feminist approach in the hope of filling the gap between the bipolar imageries of ‘sexual slavery’ or ‘sex radical’ that have been thrown up in the feminist debate over the meaning of prostitution. This approach emphasizes the inter‐relationships among women’s lived experiences, the micro‐sites of social surveillance and the macro‐condition of wider society. Although Hong Kong female prostitutes are not ‘political’ in fighting for their rights and benefits, they have tended to take the path of micro‐resistance in combating societal domination. They negotiate an identity of the ‘prostitute’ that is sensitive and flexible to different institutional areas that seems to jeopardize the neat binaries of madonna/whore, good girl/bad girl, victim/warrior, conformist/radical. This allows them to create their own space to work and survive.     

‘Who's Got the Look?’ Emotional,Aesthetic and Sexualized Labour in Interactive Services

This article examines sexualized work and, more particularly, how and why, at the organizational level in interactive services, employees become sexualized labour. In doing so it assesses the thin line between selling a service and selling sexuality. The analysis revisits existing literature on emotional labour, organizational aesthetics and workplace sexuality, noting the common concern in this literature with employee's appearance or looks. The article argues that the current conceptualization of interactive services and sexualized work is partial and blunt; either because it does not adequately incorporate employee corporeality or because it fails to distinguish between the different forms of sexualized work. A better conceptualization is achieved by incorporating aesthetic labour into the analysis, demonstrating how it is extended to sexualized labour employees to have a particular corporate look. From this analysis it is argued that a conceptual double shift is to be needed to understand sexualised labour, firstly, from emotional to aesthetic and sexualized labour and secondly, from an employee sexuality that is sanctioned and subscribed to by management to that which management strategically prescribes.     

Economywide Impact of Maize Export Bans on Agricultural Growth and Household Welfare in Tanzania: A Dynamic Computable General Equilibrium Model Analysis

Export bans have been frequently used by developing countries in recent years in an attempt to ensure domestic food supplies and insulate domestic market prices from international price hikes. This article uses Tanzania to examine the impact of export bans using a computable general equilibrium model. We find that banning cross‐border maize exports has very little effect on the national food price index and that the benefits from lower maize prices are captured primarily by urban households, while maize producer prices decrease significantly. The export ban further decreases the wage rate for low‐skilled labour and the returns to land, while returns to non‐agricultural capital and wage rates for skilled labour increase, further hurting poor rural households and thus increasing poverty for the country as a whole.     

Misery Has Company: The Shared Emotional Consequences of Everwork Among Women and Men

Everwork—defined as a combination of overwork, face time, constant availability, and unpredictability—is becoming an increasingly common form of work, especially among highly skilled service workers. While such an environment would seem to disadvantage mothers in particular, I find that employees of all genders and parental statuses suffer in such intensive work environments. Through 50 in‐depth interviews with management consultants, I examine how employees reconcile their personal lives with the realities of everwork. I characterize young childless men and women as “quit intenders,” mothers as “tightrope walkers,” and fathers as “reluctant sacrificers.” This article offers new insight into the tensions employees face between their parenthood ideals and everwork expectations, the strategies they engage in to manage those tensions, and the emotional impacts they experience as a result. Because employees use career–life strategies that accommodate rather than challenge the fundamental nature of everwork, everwork environments may persist despite the negative consequences.     

Gendered Identities in the Work of Overseas Tour Reps

Gender construction within the tourism and leisure industry is under‐researched. In this article, we draw on empirical research on overseas tour reps to consider the ways in which men and women working alongside each other in the same feminized role ‘do gender’. In particular we explore how these workers deal with the particular dilemmas of the sexualization of women at work and the men reps’ potential threat to their heterosexuality, in a role where the boundaries between work and play are ambiguous. We argue that reps reveal masculinities and femininities that comply with traditional expectations. Young men reps are portrayed in ‘laddish’ terms in relation to their engagement with alcohol and sexual relationships with guests. Women reps emphasize their role as providers of emotional labour and taking control of guests’ perceptions and report refraining from sexual relationships with guests. Even within the same work role in this case study, men and women appear to construct different work identities.