• Summary
  • Contents
  • Subject index

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

Bounded Emotionality at the Body Shop
Bounded emotionality at the body shop
JoanneMartin, KathyKnopoff and ChristineBeckman

Impersonal criteria for making decisions and restraints on emotional expression at work have long been the hallmarks of organizational life (for example, Weber, 1946, 1981). Recent work has broken this emotional taboo (for example, Fineman, 1996), exploring how certain organizations require the expression of particular emotions at work in order to maximize organizational productivity, an aspect of job performance that has been labelled emotional labour (see for example Hochschild, 1983; Van Maanen and Kunda, 1989). Sutton (1991) and his colleagues (for example, Sutton and Rafaeli, 1998) have explored discrepancies between outward behaviour and inward feelings experienced by smiling flight attendants and nasty bill collectors. In contrast, feminist organizational theorists have developed ...

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