Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild's Managed Heart

By Sharon Bolton, Carol Boyd. 2003

532 citations recorded by the source corpus.

Subfields: General Health Professions, Public Administration, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/f2f95085a91a95c30d6089816400594cfae90c66

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In General Health Professions

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Citations in the corpus

Emotional labour and emotional strain among Swedish prison officers (2011, background): “In fact, studies have found deep acting to be related to job satisfaction and a sense of personal accomplishment (Bolton and Boyd, 2003; Kruml and Geddes, 2000).”
Getting to the heart of the emotional labour process: a reply to Brook (2009, methodology): “…limitations of emotional labour as an analytical device, the typology suggests thinking in terms of different facets of emotion work in the form of ‘4Ps’ – pecuniary, prescriptive, presentational and philanthropic dimensions of emotion in the workplace (Bolton, 2000a, 2005a; Bolton and Boyd, 2003).”
Suppression or expression (2005, background): “(Nurse 8) Both of these nurses can be characterized as possessing a ‘dual consciousness’ (Collinson, 1992, cited in Bolton and Boyd, 2003) where they are demonstrating a personal as well as a professional orientation to the work of the unit and the emotions that surround this, leading them to want…”
Work, employment and society through the lens of moral economy (2013, background): “For example, insights into the emotional labour process highlight the commodification of emotion and also the spaces for gift-giving outside of the labour process (Bolton, 2009; Bolton and Boyd, 2003; Jenkins et al., 2010).”
Thrilled by the discourse, suffering through the experience: Emotions in project-based work (2014, background): “The same goes for the legacy of contextual determinism − that emotional display at work is the result of organizational control and that individual actors cannot resist or counteract managerial demands (see Bolton and Boyd, 2003).”
Emotional Labour in Action: Navigating Multiple Involvements in the Beauty Salon (2007, background): “Although this distinction has been correctly criticized as simplistic (Bolton and Boyd, 2003), the act of naming ‘the often invisible dimensions of the relational work which people do as part of caring for their families or performing their paid jobs’ (Mirchandani, 2003: 721) was path breaking.”
Emotions in economic action and interaction (2009, methodology): “Recently, Bolton and Boyd (2003), using comparable data to those of Hochschild, found that airline cabin crew attendants are skillful emotion managers, not only playing out the emotion rules set by their organizations, but able to juggle and synthesize different types of emotion work, depending on…”
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).”
Emotional labour, burnout and job satisfaction in UK teachers: the role of workplace social support (2011, background): “It has been suggested that the impact of emotional labour on job satisfaction depends upon the context in which it is performed (Bolton & Boyd, 2003; Rafaeli & Worline, 2001).”
On Being Positive: Concerns and Counterpoints (2006, background): “Both explicit and tacit emotion display rules have been shown to characterize and positively regulate front- and backstage interpersonal encounters in different work settings (Abu-Lughod & Lutz, 1990; Ashforth & Humphrey, 1995; Bolton, 2003; Fineman, 1995; Hochschild, 1979; Morris & Dachler, 2000).”