In the service sector, the worker-customer interactions are shaped and controlled by management as part of the production process. With the aim to enrich the perspectives usually adopted by the Italian sociology in analysing workers' performance and tasks, the article outlines the main issues addressed by the international literature on emotions and aesthetic in service organizations. After having framed the interactive sphere of service work, the article illustrates the concept of emotional and aesthetic labour. The joint consideration of the emotional and aesthetic dimensions is fundamental to understand the functioning of organisations, as well as the labour processes and the working conditions in the service sector. The concluding section highlights some relevant implications for the sociology of work, in terms of workers' well-being and satisfaction as well as in relation to the risks of discrimination in entering front-line occupations.

Fullin, G., Gaspani, F. (2023). Emozioni ed estetica nelle attività a servizio del cliente. Una mappa per la sociologia del lavoro. RASSEGNA ITALIANA DI SOCIOLOGIA, LXIV(3), 547-570 [10.1423/106578].

Emozioni ed estetica nelle attività a servizio del cliente. Una mappa per la sociologia del lavoro

Fullin, G
Primo
;
Gaspani, F
Secondo
2023

Abstract

In the service sector, the worker-customer interactions are shaped and controlled by management as part of the production process. With the aim to enrich the perspectives usually adopted by the Italian sociology in analysing workers' performance and tasks, the article outlines the main issues addressed by the international literature on emotions and aesthetic in service organizations. After having framed the interactive sphere of service work, the article illustrates the concept of emotional and aesthetic labour. The joint consideration of the emotional and aesthetic dimensions is fundamental to understand the functioning of organisations, as well as the labour processes and the working conditions in the service sector. The concluding section highlights some relevant implications for the sociology of work, in terms of workers' well-being and satisfaction as well as in relation to the risks of discrimination in entering front-line occupations.
Articolo in rivista - Review Essay
aesthetic labour; discrimination; emotional labour; front-line workers; service work;
Italian
16-mar-2023
2023
LXIV
3
547
570
reserved
Fullin, G., Gaspani, F. (2023). Emozioni ed estetica nelle attività a servizio del cliente. Una mappa per la sociologia del lavoro. RASSEGNA ITALIANA DI SOCIOLOGIA, LXIV(3), 547-570 [10.1423/106578].
File in questo prodotto:
File Dimensione Formato  
Fullin-2023-Rass It Soc-VoR.pdf

Solo gestori archivio

Tipologia di allegato: Publisher’s Version (Version of Record, VoR)
Licenza: Tutti i diritti riservati
Dimensione 253.49 kB
Formato Adobe PDF
253.49 kB Adobe PDF   Visualizza/Apri   Richiedi una copia

I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.

Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/10281/405915
Citazioni
  • Scopus 1
  • ???jsp.display-item.citation.isi??? ND
Social impact