摘要
情感劳动研究的发展是劳动过程研究向新的研究领域扩展的表现。本文在社会性别视角下呈现M宾馆的情感劳动过程,展示“互动式服务工作”中“劳”“资”“客”三方主体间的互动。在M宾馆,情感劳动过程表现为组织情感劳动形象的定位、招募和挑选合适的情感劳动者,运用组织化习得体系培训情感劳动者,和劳动者向消费者提供情感劳动。在该过程中,社会性别与劳动力再生产的结合是服务组织制度化情感劳动过程的核心。女性劳动者根据实践的经历,对情感展演和情感管理策略进行模式化和类型化的总结,反映了女性劳动者的能动性和对服务组织控制的反抗。情感劳动实践对劳动者、服务组织及消费者产生了不同的影响,动态地揭示了情感劳动实践背后隐藏的付出与回报、控制与反抗。
Emotional labor is the personal emotion that workers invest in the process of work in order to create a specific atmosphere for the object of service.It is a kind of positive emotion.The traditional gender division of labor in which women provide family emotional labor has been continued and deepened in the job market,resulting in a high degree of compatibility between women and those professions that require more personal feelings in the job market.The employment ratio of women in the service industry is much higher than that of men.Different from traditional labor process research,the emergence and development of emotional labor and its related research not only breaks the monopoly position of manufacturing research,but also reflects the characteristics of service industry—the simultaneity of production and consumption,which is the expansion of labor process research to new research fields and new research content.Different from manual labor and technical labor,emotional labor needs to invoke workers’private emotions to present appropriate emotional states in front of consumers.Under the common regulation of service organizations and individual workers,individual biological emotions become a kind of social and consumer emotions with exchange value.This study takes M Hotel,a four-star hotel,as the field observation point,and uses process research methods to collect first-hand research data through participant observation,case interview,document collection,etc.,focusing on the labor process of emotional labor inside the hotel from the perspective of social gender.The goal is to grasp the interaction of“labor”,“talent”and“customer”in the“interactive service work”,clarify each link in the process of emotional labor,and pay attention to how the category of social gender runs through the process of emotional labor.In a specific service field such as M Hotel,under the framework of institutionalization theory,and under the influence of the industry characteristics of“labor”,“capital”and“customer”interaction in“interactive service work”,this study studies the complete process of emotional labor within the service organization and how emotional labor as a form of labor continues.The main line of this paper is to grasp the characteristics of“interactive service work”,and pay attention to the interaction and mutual influence process of“labor”,“resources”and“customers”,and then grasp how to form a coherent emotional labor process inside M hotel.This paper asks how the emotional role of enterprises is positioned(that is,to find the basis for formulating emotional labor rules);what the specific content of emotional labor rules is;how to recruit and select appropriate emotional labor providers,and how to make workers internalize the rules and requirements of emotional labor.Meanwhile,the paper asks back what the specific practice of emotional labor is like and what kind of impact this practice has.It pays attention to the analysis of emotional labor process in each link:where the field of interaction;who is the subject;how the relationship between them.This paper holds that the process of emotional labor is embedded in the interactive process of“labor”,“capital”and“customer”.In the process of emotional labor,the characteristics of the local consumer market affect the positioning of corporate emotional role and the construction of corporate culture.The construction of emotional labor behavior rules is the service organization under the guidance of corporate positioning and corporate culture,using social gender meaning to construct the code of behavior of workers.The choice of emotional labor provider is based on the characteristics of consumer market and the significance of female gender identity to recruit suitable workers.The internalization of rules and requirements of emotional labor behavior is a process in which service organizations discipline and shape female workers’physical sex bodies according to their gender meanings.The specific practice of emotional labor is that female workers provide emotional labor for consumers in the specific service process according to the requirements of service organizations.The practice of emotional labor has different impacts on“labor”,“capital”and“customer”,namely female workers,service organizations and consumers.In general,the process of emotional labor is not a static state.It is the result of the interaction of“labor”,“capital”and“customer”,and reflects the game and interaction of“labor”,“capital”and“customer”.This study found that the emotional labor process in M hotel is divided into four links.The first three links in the process of emotional labor is the positioning of the emotional labor image of the service organization;the recruitment and selection of appropriate emotional workers;the training of emotional workers by the organizational learning system,all of which highlight the efforts of the service organization to institutionalize the emotional labor process.The integration of gender and labor reproduction is the core of emotional labor process of institutionalized service organization.The fourth link in the process of emotional labor is that individual workers provide emotional labor to consumers in customer service.In this link,female workers,based on their long-term experience in labor practice,summarize the emotional display and emotional management strategies in a stereotyped and typified way,which reflects the efforts of individual workers to institutionalize the emotional labor process,as well as female workers’initiative and resistance to the control of service organizations.As a form of labor associated with“labor”,“capital”and“customer”,the practice of emotional labor has different impacts on individual workers,service organizations and consumers,and dynamically reveals the pay and return,control and resistance hidden behind the practice of emotional labor.Firstly,the main characteristics of“interactive service work”embodied by the interaction of“labor”,“resources”and“customers”provide ideas for us to analyze the emotional labor process in detail.In the interaction of three different subjects and different levels,a complete process of four links of emotional labor is formed,which also shows how private emotions become commodities and how they are produced and consumed.Secondly,in the four links of emotional labor process,both service organizations and individual workers are making efforts to institutionalize emotional labor.The former is trying to ensure that female workers who meet the requirements of the organization can continue to reproduce and perform emotional labor in a stable and continuous manner,while the latter is trying to perform emotional labor in accordance with the requirements of the service organization in specific customer service,and control and manage their emotional presentation.Finally,from the perspective of“space”,taking female workers,the subject of emotional labor,as the object of analysis,can better help us to analyze how female workers’biological emotions are transformed into social emotions in a specific working space,and how the two emotions are produced and consumed.In this way,we can grasp the core of“control and resistance”in the study of labor process,specifically analyze the power relations in different labor spaces,and master the changes of the subjectivity characteristics of female workers as labor subjects.
作者
奂倩
Huan Qian(School of Ethnology and Sociology,Qinghai Minzu University,Xining,Qinghai)
出处
《政治人类学评论》
2023年第1期247-326,359-363,7,共86页
Political Anthropology Review
关键词
社会性别
情感劳动
付出与回报
控制与反抗
制度化
social gender
emotion labor
pay and return
control and resistance
institutionalization
