Field J & Malcolm I (2010) Learning in emotional labour and emotion work. In: Cooper L & Walters S (eds.) Learning/Work: Turning work and learning inside out. Cape Town: Human Sciences Research Council Press, pp. 169-181. https://www.hsrcpress.ac.za/books/learning-work
The chapter argues for the importance of understanding worker agency in emotional labour. It presents data from a life history study in order to explore the ways in which workers experience and negotiate expectations of emotional compliance and surveillance, and argues that class and gender intersect not only with one another but are inflected through individuals' indentity and life stage.
emotional labour; Hochschild; workplace learning; agency; identity; biographical methods