Behind smiles and pleasantness: working in the interactive service sector in Portugal
by Sara Falcão Casaca
International Journal of Work Organisation and Emotion (IJWOE), Vol. 5, No. 1, 2012

Abstract: This article draws comparisons between two types of interactive serviceworkers: call centre agents and supermarket checkout operators. It focuses on both the similarities and distinctions between the two groups, by exploring the mechanisms employed by managers to standardise and scrutinise work routines and service interactions. Managerial forms of regulation and surveillance are dominant features, being even more prevalent as far as call centres are concerned. This finding challenges the assumption that face-to-face encounters require greater regulation and control of emotional expression than vocal interactions. The workers' subjective perceptions of various dimensions of their jobs are also presented, as well as the repercussions in terms of emotional labour.

Online publication date: Thu, 27-Nov-2014

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