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1、HM=334=Indira=Venkatachala=BGHospitalityManagement19(2000)159}171Emotionallabour:acomparisonbetweenfastfoodandtraditionalserviceworkDianeSeymour*SchoolofHotelandRestaurantManagement,OxfordBrookesUniversity,GipsyLaneCampus,Headington,OxfordOX3OBP,UKAbstractThereisastrandofthinki
2、ngonserviceworkwhichseesitassigni"cantlydi!erentfromotherkindsofworkduetothe&emotional'aswellasthephysicalandmentallabourwhichitentails.Thisstudyseekstoinvestigateandcomparethe&emotionallabour'involvedintraditionalserviceworkandfastfoodservicework.Itexamineswhethertherearesigni
3、"cantdi!erencesinthekindordegreeofemotionallabourdemandedinthemorepersonalisedserviceoftraditionalrestaurantoutletsfromthatrequiredinthestandardisedserviceprovidedinfastfoodrestaur-antsandwhetherworkersdevelopandadoptdi!erentstrategiesfordealingwiththeemotionaldemandsplacedonth
4、em.(2000ElsevierScienceLtd.Allrightsreserved.Keywords:Emotionallabour;Servicework;Strategies1.IntroductionTherehasbeenalong-standingdebateoverwhethertheHospitalityindustryisorisnotunique(Mullins,1981;Riley,1996).Whilstsomeauthorsarguedthatitwasandwouldalwaysbesigni"cantlydi!ere
5、ntfrommanufacturingworkbecauseoftheintangiblenatureofitsproductandthetriangularrelationshipbetweencustomer,workerandmanager,othersarguedthatduetoadvancesintheuseoftechnology,standardisationandmarketshifts,serviceworkwas,throughdeskilling,comingtoapproximatemanufacturingworkmore
6、closelyandthatthistrendwouldcontinue(Levitt,1972;Braverman,1974).ThesewritersarguethattheuseoftechnologyinsomesectorsoftheHospitalityIndustryhasresultedinworkorganisation,practices*Correspondingauthor.0278-4319/00/$-seefrontmatter(2000ElsevierScienceLtd.Allrightsreserved.PII:S0
7、278-4319(00)00009-8HM=334=Indira=VVC=BG160D.Seymour/HospitalityManagement19(2000)159}171andexperienceswhichhavemoreincommonwithfactoryworkthanwithservicework.Braverman(1974)andLevitt(1972),althoughstartingfromdi!erentplacesandassumptions,haveconvergedinanaccountoffastfoodworkwh
8、ichfollowsthepathtakenbythemanufacturingsector,dominat
