Toerien2007b

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Toerien2007b
BibType ARTICLE
Key Toerien2007b
Author(s) Merran Toerien, Celia Kitzinger
Title Emotional Labour in the Beauty Salon: Turn Design of Task-directed Talk
Editor(s)
Tag(s) CA, Institutional talk, Emotional labour
Publisher
Year 2007
Language
City
Month
Journal Feminism & Psychology
Volume 17
Number 2
Pages 162–172
URL Link
DOI 10.1177/0959353507076548
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

Research on emotional labour in the workplace — including beauty salons — has relied on workers' reports of emotional labour; few researchers have examined workers' moment-by-moment workday experience to explicate the practices of emotional labour in action. Using conversation analysis (CA) of a single interaction between a client and a beauty therapist, we show how task-directed talk, and even aspects of the physical work itself, may be designed to perform a dual function: to complete, satisfactorily, the procedure for which the client is paying, and to perform some of those actions that researchers have dubbed `emotional labour'. In our data, the therapist gives precedence to performing the emotional labour over the immediate accomplishment of the institutionally defined goal (hair removal), thereby providing concrete, recorded evidence for the claim that emotional labour is a job requirement for beauty therapy.

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