The managed heart Hochschild, Arlie Russell
2012., 20120227, 2012, 2012-03-31
eBook
In private life, we try to induce or suppress love, envy, and anger through deep acting or "emotion work," just as we manage our outer expressions of feeling through surface acting. In trying to ...bridge a gap between what we feel and what we "ought" to feel, we take guidance from "feeling rules" about what is owing to others in a given situation. Based on our private mutual understandings of feeling rules, we make a "gift exchange" of acts of emotion management. We bow to each other not simply from the waist, but from the heart. But what occurs when emotion work, feeling rules, and the gift of exchange are introduced into the public world of work? In search of the answer, Arlie Russell Hochschild closely examines two groups of public-contact workers: flight attendants and bill collectors. The flight attendant's job is to deliver a service and create further demand for it, to enhance the status of the customer and be "nicer than natural." The bill collector's job is to collect on the service, and if necessary, to deflate the status of the customer by being "nastier than natural." Between these extremes, roughly one-third of American men and one-half of American women hold jobs that call for substantial emotional labor. In many of these jobs, they are trained to accept feeling rules and techniques of emotion management that serve the company's commercial purpose. Just as we have seldom recognized or understood emotional labor, we have not appreciated its cost to those who do it for a living. Like a physical laborer who becomes estranged from what he or she makes, an emotional laborer, such as a flight attendant, can become estranged not only from her own expressions of feeling (her smile is not "her" smile), but also from what she actually feels (her managed friendliness). This estrangement, though a valuable defense against stress, is also an important occupational hazard, because it is through our feelings that we are connected with those around us. On the basis of this book, Hochschild was featured in Key Sociological Thinkers, edited by Rob Stones. This book was also the winner of the Charles Cooley Award in 1983, awarded by the American Sociological Association and received an honorable mention for the C. Wright Mills Award.
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The book makes a major new contribution to the sociology of employment by comparing the quality of working life in European societies with very different institutional systems - France, Germany, ...Great Britain, Spain, and Sweden. It focuses in particular on skills and skill development, opportunities for training, the scope for initiative in work, the difficulty of combining work and family life, and the security of employment. Drawing on a range of nationally representative surveys, it reveals striking differences in the quality of work in different European countries. It also provides for the first time rigorous comparative evidence on the experiences of different types of employee and an assessment of whether there has been a trend over time to greater polarization between a core workforce of relatively privileged employees and a peripheral workforce suffering from cumulative disadvantage. It explores the relevance of three influential theoretical perspectives, focussing respectively on the common dynamics of capitalist societies, differences in production regimes between capitalist societies, and differences in the institutional systems of employment regulation. It argues that it is the third of these - an 'employment regime' perspective - that provides the most convincing account of the factors that affect the quality of work in capitalist societies. The findings underline the importance of differences in national policies for people's experiences of work and point to the need for a renewal at European level of initiatives for improving the quality of work. Available in OSO: http://www.oxfordscholarship.com/oso/public/content/economicsfinance/0199230102/toc.html Contributors to this volume - Martina Dieckhoff is Post-doctoral research fellow at the Danish National Institute of Social Research in Copenhagen. Duncan Gallie is an Official Fellow of Nuffield College, Oxford, and Professor of Sociology of the University of Oxford. Jean-Marie Jungblut is a researcher and project leader at the Centre of European Social Research (MZES) in Mannheim. Philip J. O'Connell is Research Professor and head of the Education and Labour Market Research Division at the Economic and Social Research Institute in Dublin. Stefani Scherer is a research fellow at Milano-Bicocca University, Department of Sociology and Social Research. Nadia Steiber is a Research Associate at the Institute of Sociology and Social Research at the Vienna University of Economics and Business Administration. Michael Tahlin is Professor of Sociology at the Swedish Institute for Social Research (SOFI), Stockholm University. Serge Paugam is Professor of sociology and Director of the Department of Doctoral Studies in Sociology at the EHESS (Paris). He is also Director of a research team on Social Inequalities in the Centre Maurice Halbwachs (CNRS/EHESS/ENS). Ying Zhou is Research Officer at Nuffield College, Oxford.
Satisfaction-induced travel behaviour De Vos, Jonas
Transportation research. Part F, Traffic psychology and behaviour,
05/2019, Volume:
63
Journal Article
Peer reviewed
Open access
•The effect of travel mode on travel satisfaction seems partly mediated by attitudes.•Travel satisfaction might affect mode choice and attitudes more than vice versa.•A model reshaping links between ...mode choice, attitudes and satisfaction is proposed.
Numerous studies – mainly since 2010 – have found that the chosen travel mode is related with how satisfied people are with their performed trips. A consensus has been found in that active travel results in the highest levels of satisfaction, while public transport users are usually least satisfied with their trips. However, evidence of why the use of various modes results in different levels of travel satisfaction is currently lacking. In this conceptual paper, I argue that the effect of travel mode on travel satisfaction might be overestimated, and that it is not so much the travel mode itself that affects satisfaction with travel, but whether the chosen travel mode is consistent with attitudes towards that mode. Furthermore, travel satisfaction might affect travel mode choice and travel attitudes more than vice versa. In this paper a new model is proposed reshaping the links between travel satisfaction, travel attitudes and travel mode choice. I underpin the suggested relationships with travel behaviour literature and psychological theories, draw parallels with (transport-related) residential self-selection, and reflect on the difficulties and possibilities of measuring this model. Finally, I focus on the implications of the proposed model on travel behaviour research.
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How do we measure happiness? Focusing on subjective measures as a proxy for welfare and well-being, this book finds ways to do that. Subjective measures have been used by psychologists, sociologists, ...political scientists, and, more recently, economists to answer a variety of scientifically and politically relevant questions. Van Praag, a pioneer in this field since 1971, and Ferrer-i-Carbonell present in this book a generally applicable methodology for the analysis of subjective satisfaction. Drawing on a range of surveys on people's satisfaction with their jobs, income, housing, marriages, and government policy, among other areas of life, this book shows how satisfaction with life "as a whole" is an aggregate of these domain satisfactions. Using German, British, Dutch, and Russian data, the authors cover a wide range of topics. This groundbreaking book presents a new and fruitful methodology that constitutes a welcome addition to the social sciences. The paperback edition has been revised to bring the literature review up-to-date and the chapter on poverty has been revised and extended to take account of new research. Available in OSO:
The proactive behavior of job crafting is intended to better align a job with the individual's personal characteristics, knowledge, skills, and abilities. This book provides a uniform conceptual ...framework on this area of study and demonstrates how its practice results in a more meaningful and satisfying work experience.
Through the lens of boundary theory, we systematically examined cultural context as a moderator of relationships between work-family conflict and its key theoretical predictors (work/family hours and ...work/family demands) and outcomes (job satisfaction, family satisfaction, and life satisfaction). We used 2 different approaches to examine cultural variation in the strength of work-family conflict relationships: (a) individual cultural values (collectivism, power distance, uncertainty avoidance); and (b) regional cluster configurations (e.g., Eastern Europe, South Asia). Our meta-analytic investigation is based on data drawn from 332 studies (2,733 effect sizes) that represent 58 different countries. Consistent with prediction, results revealed that collectivism moderated WIF/FIW and satisfaction outcomes such that relationships were weaker in more collectivistic contexts than in less collectivistic contexts. Little evidence was found to support power distance or uncertainty avoidance as individual cultural moderators. Findings also indicated that work-family conflict relationships differ in strength as a function of regional clusters, lending support to the use of configural approaches to examine cross-cultural variation. Overall, our findings suggest that domain demands are a robust predictor of work-family conflict across countries and that affective correlates to work-family conflict meaningfully vary in strength as a function of cultural context.
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•This study proposes an analytical framework combining the expectation-confirmation model (ECM), information system success (ISS) model, TAM, and the need for interaction with a service ...employee.•Analysis of data reveals that information quality and service quality positively influence consumers’ satisfaction, and that perceived enjoyment, perceived usefulness, and perceived ease of use are significant predictors of continuance intention.•The findings further show that the need for interaction with a service employee moderates the effects of perceived ease of use and perceived usefulness on satisfaction.
Chatbots are mainly text-based conversational agents that simulate conversations with users. This study aims to investigate drivers of users’ satisfaction and continuance intention toward chatbot-based customer service. We propose an analytical framework combining the expectation-confirmation model (ECM), information system success (ISS) model, TAM, and the need for interaction with a service employee (NFI-SE). Analysis of data collected from 370 actual chatbot users reveals that information quality (IQ) and service quality (SQ) positively influence consumers’ satisfaction, and that perceived enjoyment (PE), perceived usefulness (PU), and perceived ease of use (PEOU) are significant predictors of continuance intention (CI). The need for interaction with an employee moderates the effects of PEOU and PU on satisfaction. The findings also revealed that satisfaction with chatbot e-service is a strong determinant and predictor of users’ CI toward chatbots. Thus, chatbots should enhance their information and service quality to increase users’ satisfaction. The findings imply that digital technologies services, such as chatbots, could be combined with human service employees to satisfy digital users.
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Metaverse (MS) is a digital universe accessible through a virtual environment. It is established through the merging of virtually improved physical and digital reality. Metaverse (MS) offers enhanced ...immersive experiences and a more interactive learning experience for students in learning and educational settings. It is an expanded and synchronous communication setting that allows different users to share their experiences. The present study aims to evaluate students' perception of the application of MS in the United Arab Emirates (UAE) for medical-educational purposes. In this study, 1858 university students were surveyed to examine this model. The study's conceptual framework consisted of adoption constructs including Technology Acceptance Model (TAM), Personal innovativeness (PI), Perceived Compatibility (PCO), User Satisfaction (US), Perceived Triability (PTR), and Perceived Observability (POB). The study was unique because the model correlated technology-based features and individual-based features. The study also used hybrid analyses such as Machine Learning (ML) algorithms and Structural Equation Modelling (SEM). The present study also employs the Importance Performance Map Analysis (IPMA) to assess the importance and performance factors. The study finds US as an essential determinant of users' intention to use the metaverse (UMS). The present study's finding is useful for stakeholders in the educational sector in understanding the importance of each factor and in making plans based on the order of significance of each factor. The study also methodologically contributes to Information Systems (IS) literature because it is one of the few studies that have used a complementary multi-analytical approach such as ML algorithms to investigate the UMS metaverse systems.
Due to its practical importance, the relationship between customer satisfaction and frontline employee (FLE) job satisfaction has received significant attention in the literature. Numerous studies to ...date confirm that the constructs are related and rely on this empirical finding to infer support for the "inside-out" effect of FLE job satisfaction on customer satisfaction. In doing so, prior studies ignore the possibility that-as suggested by the Service Profit Chain's satisfaction mirror-a portion of the observed empirical effect may be due to the "outside-in" impact of customer satisfaction on FLE job satisfaction. Consequently, both the magnitude and direction of the causal relationship between the constructs remain unclear. To address this oversight, this study builds on multisource data, including longitudinal satisfaction data provided by 49,242 customers and 1,470 FLEs from across 209 retail stores, to examine the association between FLE job satisfaction and customer satisfaction in a context where service relationships are the norm. Consistent with predictions rooted in social exchange theory, the results reveal that (a) customer satisfaction and FLE job satisfaction are reciprocally related; (b) the outside-in effect of customer satisfaction on FLE job satisfaction is predominant (i.e., larger in magnitude than the inside-out effect); and (c) customer engagement determines the extent of this outside-in predominance. Contrary to common wisdom, the study's findings suggest that, in relational contexts, incentivizing FLEs to satisfy customers may prove to be more effective for enhancing FLE and customer outcomes than direct investments in FLE job satisfaction.
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