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dc.contributor.authorCurley, Caitriona
dc.contributor.authorRoyle, Tony
dc.date.accessioned2018-09-20T16:04:38Z
dc.date.available2018-09-20T16:04:38Z
dc.date.issued2013-02-01
dc.identifier.citationCurley, Caitriona; Royle, Tony (2013). The degradation of work and the end of the skilled emotion worker at aer lingus: is it all trolley dollies now?. Work, employment and society 27 (1), 105-121
dc.identifier.issn0950-0170,1469-8722
dc.identifier.urihttp://hdl.handle.net/10379/10990
dc.description.abstractThe article focuses on emotional labour and self-identity at the Irish-owned Aer Lingus airline from 1998 to 2008. It has been suggested that emotional labour is likely to be an increasingly important feature of frontline service jobs. However, in this case management has reduced the level of emotional labour requirement while work organization, recruitment policy and training have changed to focus on sales and lower labour costs, intensifying workloads and reducing cabin crew autonomy. Although some may suggest that a reduction in emotional labour requirement would be a positive outcome for employees, this is not how it has been perceived by some cabin crew. Long-serving cabin crew in particular see these changes as an attack on their professionalism and a challenge to their identity as skilled emotion workers.
dc.publisherSAGE Publications
dc.relation.ispartofWork, employment and society
dc.subjectairline industry
dc.subjectemotional labour
dc.subjectemployment relations
dc.subjectidentity
dc.subjectwork intensification
dc.subjectlabor process
dc.subjectservice work
dc.subjectconsequences
dc.subjectexploration
dc.subjectexpression
dc.subjectindustry
dc.subjectheart
dc.subjectjob
dc.titleThe degradation of work and the end of the skilled emotion worker at aer lingus: is it all trolley dollies now?
dc.typeArticle
dc.identifier.doi10.1177/0950017012460317
dc.local.publishedsourcehttp://www.brad.ac.uk/library/media/library/documents/bs_deposit_process.pdf
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