The (mis)representation of customer service

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Work, employment and society through the lens of moral economy (2013, background): “…al., 2000); new forms of aesthetic and emotional labour (Bolton and Boyd, 2003; Warhurst and Nickson, 2007); the social nature of customer service (Bolton and Houlihan, 2005); new forms of work organization (Glucksman, 2004; Korczynski et al., 2000); and, of course, the endurance of class, gender…”
Unfair Treatment in the Workplace and Worker Well-Being (2012, background): “…& Euwema, 2006; Ducharme, Knudesn & Roman, 2008; Erickson & Ritter, 2001; Hochschild, 1983); however, researchers have also illustrated ways in which workers benefit from positive service interactions (Bolton & Boyd, 2003; Bolton & Houlihan, 2005; Brown & Korczynski, 2010; Erickson & Wharton 1997).”
Getting to the heart of the emotional labour process: a reply to Brook (2009, background): “…may appear intangible but that emotion work is a formative activity with material consequences – it is hard, productive work that involves knowledgeable agents and ‘multi-skilled emotion managers’ (Bolton, 2001, 2004a, 2004b, 2005a, 2007a; Bolton and Boyd, 2003; Bolton and Houlihan, 2005, 2007).”