Beyond scripts and rules

Emotion, fantasy and care in contemporary service work

Research output: Chapter in Book/Report/Conference proceedingChapter

3 Citations (Scopus)

Abstract

The rise of contemporary consumerism has forced a radical revaluation of a wide range of organizational phenomena. In the field of organizational studies there has been a broad recognition of the emergence of a triangle (Leidner 1991) involving the worker, the manager and the customer, whose endlessly mutating dynamics form the basis of a wide range of organizational processes. Politics, identity, structure, culture and so forth can no longer be viewed from a perspective of the old-fashioned tug-of-war between workers and bosses. Instead they must be viewed through a ‘lens’ that acknowledges the triadic nature of contemporary work and organization. Triads, as Simmel (1950) recognized, are more unstable than dyads, involving shifting alliances and conflicts in which the third party can be the stakes or the beneficiary. The entry of the consumer as an important figure into the world of organizations has therefore radically reshaped the nature of contemporary work, the more so as different parties of the triad are frequently found to swap masks and adopt each other’s positions. Just like the worker, the manager is an employee of the organization. The manager becomes a worker in her dealings with her superiors and she becomes a customer in her relations with different departments within the same organization.
Original languageEnglish
Title of host publicationEmotionalizing Organizations and Organizing Emotions
EditorsBarbara Sieben, Asa Wettergren
PublisherPalgrave Macmillan
Chapter2
Pages42-62
Number of pages21
ISBN (Electronic)978-0-230-28989-5
ISBN (Print)978-1-349-32107-0
DOIs
Publication statusPublished - 17 Sep 2010

Keywords

  • Emotional Intelligence
  • Service Work
  • Emotional Labour
  • Flight Attendant
  • Care Theorist

ASJC Scopus subject areas

  • Economics, Econometrics and Finance(all)
  • Business, Management and Accounting(all)
  • Psychology(all)

Cite this

Gabriel, Y. (2010). Beyond scripts and rules: Emotion, fantasy and care in contemporary service work. In B. Sieben, & A. Wettergren (Eds.), Emotionalizing Organizations and Organizing Emotions (pp. 42-62). Palgrave Macmillan. https://doi.org/10.1057/9780230289895_3

Beyond scripts and rules : Emotion, fantasy and care in contemporary service work. / Gabriel, Yiannis.

Emotionalizing Organizations and Organizing Emotions. ed. / Barbara Sieben; Asa Wettergren. Palgrave Macmillan, 2010. p. 42-62.

Research output: Chapter in Book/Report/Conference proceedingChapter

Gabriel, Y 2010, Beyond scripts and rules: Emotion, fantasy and care in contemporary service work. in B Sieben & A Wettergren (eds), Emotionalizing Organizations and Organizing Emotions. Palgrave Macmillan, pp. 42-62. https://doi.org/10.1057/9780230289895_3
Gabriel Y. Beyond scripts and rules: Emotion, fantasy and care in contemporary service work. In Sieben B, Wettergren A, editors, Emotionalizing Organizations and Organizing Emotions. Palgrave Macmillan. 2010. p. 42-62 https://doi.org/10.1057/9780230289895_3
Gabriel, Yiannis. / Beyond scripts and rules : Emotion, fantasy and care in contemporary service work. Emotionalizing Organizations and Organizing Emotions. editor / Barbara Sieben ; Asa Wettergren. Palgrave Macmillan, 2010. pp. 42-62
@inbook{6659b49967cc4d7e9602df2fd462a725,
title = "Beyond scripts and rules: Emotion, fantasy and care in contemporary service work",
abstract = "The rise of contemporary consumerism has forced a radical revaluation of a wide range of organizational phenomena. In the field of organizational studies there has been a broad recognition of the emergence of a triangle (Leidner 1991) involving the worker, the manager and the customer, whose endlessly mutating dynamics form the basis of a wide range of organizational processes. Politics, identity, structure, culture and so forth can no longer be viewed from a perspective of the old-fashioned tug-of-war between workers and bosses. Instead they must be viewed through a ‘lens’ that acknowledges the triadic nature of contemporary work and organization. Triads, as Simmel (1950) recognized, are more unstable than dyads, involving shifting alliances and conflicts in which the third party can be the stakes or the beneficiary. The entry of the consumer as an important figure into the world of organizations has therefore radically reshaped the nature of contemporary work, the more so as different parties of the triad are frequently found to swap masks and adopt each other’s positions. Just like the worker, the manager is an employee of the organization. The manager becomes a worker in her dealings with her superiors and she becomes a customer in her relations with different departments within the same organization.",
keywords = "Emotional Intelligence, Service Work, Emotional Labour, Flight Attendant, Care Theorist",
author = "Yiannis Gabriel",
year = "2010",
month = "9",
day = "17",
doi = "10.1057/9780230289895_3",
language = "English",
isbn = "978-1-349-32107-0",
pages = "42--62",
editor = "Barbara Sieben and Asa Wettergren",
booktitle = "Emotionalizing Organizations and Organizing Emotions",
publisher = "Palgrave Macmillan",
address = "UK United Kingdom",

}

TY - CHAP

T1 - Beyond scripts and rules

T2 - Emotion, fantasy and care in contemporary service work

AU - Gabriel, Yiannis

PY - 2010/9/17

Y1 - 2010/9/17

N2 - The rise of contemporary consumerism has forced a radical revaluation of a wide range of organizational phenomena. In the field of organizational studies there has been a broad recognition of the emergence of a triangle (Leidner 1991) involving the worker, the manager and the customer, whose endlessly mutating dynamics form the basis of a wide range of organizational processes. Politics, identity, structure, culture and so forth can no longer be viewed from a perspective of the old-fashioned tug-of-war between workers and bosses. Instead they must be viewed through a ‘lens’ that acknowledges the triadic nature of contemporary work and organization. Triads, as Simmel (1950) recognized, are more unstable than dyads, involving shifting alliances and conflicts in which the third party can be the stakes or the beneficiary. The entry of the consumer as an important figure into the world of organizations has therefore radically reshaped the nature of contemporary work, the more so as different parties of the triad are frequently found to swap masks and adopt each other’s positions. Just like the worker, the manager is an employee of the organization. The manager becomes a worker in her dealings with her superiors and she becomes a customer in her relations with different departments within the same organization.

AB - The rise of contemporary consumerism has forced a radical revaluation of a wide range of organizational phenomena. In the field of organizational studies there has been a broad recognition of the emergence of a triangle (Leidner 1991) involving the worker, the manager and the customer, whose endlessly mutating dynamics form the basis of a wide range of organizational processes. Politics, identity, structure, culture and so forth can no longer be viewed from a perspective of the old-fashioned tug-of-war between workers and bosses. Instead they must be viewed through a ‘lens’ that acknowledges the triadic nature of contemporary work and organization. Triads, as Simmel (1950) recognized, are more unstable than dyads, involving shifting alliances and conflicts in which the third party can be the stakes or the beneficiary. The entry of the consumer as an important figure into the world of organizations has therefore radically reshaped the nature of contemporary work, the more so as different parties of the triad are frequently found to swap masks and adopt each other’s positions. Just like the worker, the manager is an employee of the organization. The manager becomes a worker in her dealings with her superiors and she becomes a customer in her relations with different departments within the same organization.

KW - Emotional Intelligence

KW - Service Work

KW - Emotional Labour

KW - Flight Attendant

KW - Care Theorist

UR - http://www.scopus.com/inward/record.url?scp=85016023181&partnerID=8YFLogxK

U2 - 10.1057/9780230289895_3

DO - 10.1057/9780230289895_3

M3 - Chapter

SN - 978-1-349-32107-0

SP - 42

EP - 62

BT - Emotionalizing Organizations and Organizing Emotions

A2 - Sieben, Barbara

A2 - Wettergren, Asa

PB - Palgrave Macmillan

ER -