''Out there, you're on a stage'': complaints and the management of emotion work in nursing
by Hannah Cooke
International Journal of Work Organisation and Emotion (IJWOE), Vol. 2, No. 2, 2007

Abstract: This paper considers the emotion work/emotional labour distinction in 'The Managed Heart' and its implications for understanding the control of emotion work in nursing. It examines new forms of control in contemporary service work particularly the use of consumer feedback as a management control strategy. The paper draws on data from organisational case studies of three Healthcare Trusts and compares managers' and nurses' experiences of complaints management. It argues that the focus on complaints management constrains nurses to perform emotional labour which they experience as both inauthentic and alienating. The paper revisits Goffman and Hochschild to explain why this is so.

Online publication date: Mon, 04-Feb-2008

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