Conceptual confusions : emotion work as skilled work

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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).”
Labour process theory and the gig economy (2018, background): “Examples include research on the service economy (Sturdy et al., 2001; Bolton, 2004; Vincent, 2011) and creative work (McKinlay and Smith, 2009), amongst others.”
Soft skills and employability: Evidence from UK retail (2012, background): “To date analysis of these soft skills in interactive service work has been dominated by debates about emotional labour and workers having to manage their own and customers’ emotions (following, most obviously, Hochschild, 1983; but see also Bolton, 2004).”
Emotional Labour and Skill: A Reappraisal (2009, background): “Perhaps one of the central problems, however, with the argument that 'emotion work is indeed skilled work' (Bolton 2004: 32) is that much of the heterogeneity of emotional labour across different jobs and occupations tends to become lost: all emotion workers and all jobs involving emotional labour…”