Vying For Hearts and Minds: Emotional Labour as Management Control

By Christine L. Jocoy

Identifies how owners and managers use emotional labour to elicit workers' consent to conditions of employment at Travel Corp, a US based professional services firm.

Findings of this study suggest that emotional labour masks the nature of capitalist working relations by reframing the owner-employee relationship, obscuring managers' power with customer demands, and suppressing labour-management conflicts over work responsibilities and job security.

(Labour & Industry. vol. 13, no. 3, April 2003)