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In critical defence of 'emotional labour': refuting Bolton's critique of Hochschild's concept

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journal contribution
posted on 14.02.2012, 13:58 by Paul A. Brook
Sharon Bolton’s comprehensive critique of Hochschild’s concept of ‘emotional labour’ is flawed by her misinterpretation of its primary form as an aspect of labour power. Consequently, she erroneously argues that emotional labour is commodified only when transformed into commercial service work. However, emotion workers experience commodification of their labour power as wage-labour, irrespective of the nature of their product. Bolton also argues that Hochschild’s notion of workers undergoing a ‘transmutation of feelings’ renders them ‘crippled actors’ in the grip of management control. Hochschild, however, theorizes transmutation as a contradictory and unstable condition albeit in an under-developed form. While Bolton correctly argues for a theory of emotion work that captures the complexity and contradictory nature of the emotional workplace, it is not necessary to reject the emotional labour concept. Rather, it needs to be more fully theorized and integrated within Labour Process Analysis.

History

Citation

Work, Employment and Society, 2009, 23 (3), pp. 531-548

Author affiliation

/Organisation/COLLEGE OF SOCIAL SCIENCE/School of Management

Version

AM (Accepted Manuscript)

Published in

Work

Publisher

SAGE Publications

issn

0950-0170

eissn

1469-8722

Copyright date

2009

Available date

14/02/2012

Publisher version

http://wes.sagepub.com/content/23/3/531

Language

en