This Second Edition contains key themes with all new contributors and is a completely separate work from the first. Emotion in Organization presents original work from leading scholars in the field, they engage with emotion as a qualitative phenomenon which shapes and is shaped by organizational life. Examining how emotion cannot be simply separated from thinking, judgment, decision-making and other so-called rational organizational processes, the book challenges us to build a passionate theory of organizations. The introduction reviews the expansion of organizational emotion studies and their appeal to several social-scientific disciplines. Divided into four parts, the book reveals through stories, interview

Emotional Labour and Authenticity: Views from Service Agents

Emotional Labour and Authenticity: Views from Service Agents

Emotional labour and authenticity: Views from service agents
Blake E.Ashforth and Marc A.Tomiuk

Research on emotions in organizational life seems to be on the rise. Part of what makes the topic so intriguing is that emotions appear at first blush to be the very antithesis of organizations: emotions are stereotypically thought to be spontaneous and unruly whereas organizations are stereotypically thought to be planned and ordered. The upshot, rightly or wrongly, is that organizations are often regarded as arenas for an epic struggle between emotionality and rationality.

In this chapter, we focus on one such arena: the emotional labour of frontline service agents. Emotional labour is defined here as the act of conforming (or attempting to conform) to display rules ...

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