Title: Behind smiles and pleasantness: working in the interactive service sector in Portugal

Authors: Sara Falcão Casaca

Addresses: Assistant Professor, Social Sciences Department ISEG-UTL, School of Economics and Management, Technical University of Lisbon, Rua Miguel Lupi, 20, 1249-078 Lisboa, Portugal

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.

Keywords: interactive service work; emotional labour; call centre agents; supermarket checkout operators; Portugal; emotions; work routines; service interactions; regulation; surveillance; call centres; supermarkets; face-to-face encounters; emotional expression; vocal interactions; services.

DOI: 10.1504/IJWOE.2012.048592

International Journal of Work Organisation and Emotion, 2012 Vol.5 No.1, pp.56 - 71

Published online: 27 Nov 2014 *

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