|Document ID (ISN)||111941|
|ISSN - Serial title
||0968-6673 - Gender, work and organization
|Convention or series no.
||Sky service: The demands of emotional labour in the airline industry
||Nov. 2003, Vol.10, No.5, p.513-550. 59 ref.
||Sky_service.pdf [in English]
||This article draws on earlier literature on emotional work among flight attendants. Using a qualitative and quantitative study of nearly 3000 Australian flight attendants, it focuses on organizational and occupational safety and health variables, as well as sexual harassment and passenger abuse. The qualitative data indicate that emotional labour is both pleasurable and difficult at different times for the same individual. Gender is a key aspect, linking emotional work with sexual harassment. At the same time, the most significant predictors from the quantitative study of whether emotional work would be costly were organizational. Variables such as whether flight attendants felt valued by the company show that the airline management context is highly influential in the way in which emotional work is experienced. As a means of understanding the complex relations in this important and eroticized area of service work where flight attendants, airline crews, airline management and passengers have convergent and conflicting interests, the article also presents a new concept of "demanding publics", to refer to transgressions of acceptable boundaries of behaviour towards service workers.
||Australia; psychology and sociology; mental health; women; air transport; risk factors; sexual harassment
||human behaviour; human relations; questionnaire survey
||D - Periodical articles
||Psychology and sociology
Transport and communications
|Broad subject area(s)
||Stress, psychosocial factors
Bullying and mobbing