Aesthetic Labour in Interactive Service Work: Some Case Study Evidence from the ‘New’ Glasgow

Warhurst, Chris; Nickson, Dennis; Witz, Anne; Cullen, Anne Marie

doi:10.1080/02642060000000029

Cited by 294 publications

(262 citation statements)

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“…In reality, as we shall see, these are the images that have the most direct relevance and application in the context of this paper in representing the commodifi cation of people, hospitality and ' craic ' in Irish tourism branding. What Warhurst et al (2000) would call the aesthetic dimensions of service work implies a degree of role proximity between tourist and host or the minimisation of social distance between them , a notion that accords with Dann ' s confused vision of paradise. In this paper, we address the role of tourism employees in contributing to the overall images of a destination and consider how such images may be at considerable variance with the ' offi cial ' picture promoted politically and by national tourism bodies.…”

mentioning

confidence: 88%

“…The real challenge, here, is that delivery of an Irish tourism promise that places people at the centre of the offering demands skills that go beyond the traditionally technical. There is a requirement for dimensions within our understanding of work and employment in tourism that includes a sense of culture as well as emotional ( Hochschild, 1983 ) and aesthetic aspects ( Warhurst et al , 2000 ;Nickson et al , 2003 ) as key components in the skills bundling for Irish tourism. These represent skills that are an integral part of what might be styled the authenticity of place, components of the native culture, of the image that is projected to the outside world of the destination and its people.…”

Section: Tourism Employment and The Changing Face Of Irelandmentioning

confidence: 99%

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Place branding and the representation of people at work: Exploring issues of tourism imagery and migrant labour in the Republic of Ireland

Baum

Hearns²,

Devine³

2008

Place Brand Public Dipl

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To m Baumis Professor of Tourism and Hospitality Management in the University of Strathclyde. He has primary and masters degrees from the University of Wales and a PhD in tourism from Strathclyde. He is widely published in the fi eld of tourism and has taught, researched and consulted in a range of countries in Africa, Asia, Europe and the Caribbean. Niamh Hearnsis a lecturer in Galway-Mayo Institute of Technology, Castlebar Campus. Prior to this, Niamh was a lecturer in the University of Ulster and has worked extensively in the tourism industry. She is researching for her PhD in the area of strategic management. Frances Devineis a lecturer in the University of Ulster, Portrush where she teaches human resource management. Her PhD research is on the management of cultural diversity in the hospitality sector.Abstract This paper addresses destination brand image in tourism marketing and assesses the contribution of tourism ' s workforce to such image and branding, considering the role that employees play in visitors ' interpretation of their experience of destination and place. The focus of this paper, therefore, is on the role of people in the image of place and the potential for contradiction in imagery as the people who inhabit and work within a place change over time. At the same time, both those who promote a destination and those consuming the place as visitors may well have expectations that are fi xed in imagery that does not accord with that held within the wider community. The location of this paper is Ireland where the traditional promotion of the tourism brand has given a core role to images of people and the friendliness of the hospitality of Irish people, represented by largely homogeneous images. Recent growth in the ' Celtic tiger ' economy has induced unprecedented and large-scale migration from countries across the globe to Ireland, particularly into the tourism sector. This paper raises questions with regard to the branding of Ireland as a tourist destination in the light of major changes within the demography and ethnicity of its tourism workforce.Place Branding and Public Diplomacy (2007) 0, 000 -000.

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confidence: 88%

Section: Tourism Employment and The Changing Face Of Irelandmentioning

confidence: 99%

Place branding and the representation of people at work: Exploring issues of tourism imagery and migrant labour in the Republic of Ireland

Baum

Hearns²,

Devine³

2008

Place Brand Public Dipl

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“…However, in 1993 the conceptual tools for understanding this changing postmodern world of work were still embryonic. Since 1993, several streams of literature have evolved, providing a new context for understanding this phenomenon in the fitness industry, including: the sociology of the body (Shilling, 1993;Turner, 1996); emotional (Hochschild, 1983) and aesthetic labour (Warhurst et al, 2000); the social relations of production and space (Lefebvre, 1991;Moss, 1995); body history (Helps, 2007); the sociology of consumption (Saunders, 1988;Baudrillard, 1998;Ritzer, 2004); work identity (Du Gay, 1996;Strangleman, 2004); and aesthetic labour (Warhust et al, 2000;Warhurst and Nickson, 2007). In 2008 a review of this literature prompted a replication of the 1993 survey instrument.…”

Section: Methodsmentioning

confidence: 99%

“…The idealized body is layered with images and meanings that become the prime constituent of personal and social identity (Crossley, 2006;Featherstone, 2010;Synnott, 1993: 1-3). As later suggested by Warhurst et al (2000), it is increasingly a pathway to life chances and linked to sexual, social and employment opportunities and success. The strong relationship between self-identity and the body under the conditions of postmodernity has seen the body elevated to a project in and of itself.…”

Section: Literaturementioning

confidence: 99%

“…Exchange takes place within the fitness centre space based on a body valued not for its functional capabilities, but its physical appearance. Accordingly, the body is increasingly a pathway to life chances and is linked to sexual, social and employment opportunities and success (Warhurst et al, 2000). As one instructor commented, a great body makes clients "feel good about themselves inside and outside."…”

Section: Orientation To Workmentioning

confidence: 99%

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Ocularcentric Labour: “you don’t do this for money”

Sappey

Maconachie

2012

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This article is a response to Lansbury’s call (2009) in this journal for a re-conceptualization of work and employment. It supports Lansbury’s belief that the employment relationship cannot be understood in isolation from wider social change. Building on the tradition of emotional labour and aesthetic labour, this study introduces theoretically and empirically the concept of “ocularcentric labour” (the worker seeking the adoring gaze of the client as the primary employment reward). This paper seeks to establish: the empirical generalizability of ocularcentric labour; its conceptual differentiation with aesthetic and emotional labour; and the implications of ocularcentric labour for industrial relations and collective interest representation.Through a study of the employment relationship in the commercial health and fitness industry in Queensland (Australia), we identify this new type of labour as one in which the worker’s primary goal is to seek the psycho-social rewards gained from exposing their own body image. This quest shapes the employment relationship (both the organization of work and the conditions of employment). We argue that for many fitness workers the goal is to gain access to the positional economy of the fitness centre to promote their celebrity. For this they are willing to trade-off standard conditions of employment and direct earnings, and exchange traditional employment rewards for the more intrinsic psycho-social rewards gained through the exposure of their physical capital to the adoration of their gazing clients. As one worker said “You don’t do this for money.” Significantly, with ocularcentric labour the worker becomes both the site of production and consumption.The study draws on quantitative and qualitative data captured from the Australian health and fitness industry with one snapshot taken in 1993 and another in 2008. The conclusion draws together the key conceptual and empirical points and findings and examines the implications for the conceptualization of IR in the contemporary economy.Cet article constitue une réponse à l’appel de Lansbury (2009) dans cette revue en faveur d’une conceptualisation renouvelée du travail et de l’emploi. Il appuie la position de Lansbury à l’effet que la relation d’emploi ne peut être comprise sans tenir compte de son contexte social plus large. Construisant selon la tradition du travail émotionnel et du travail esthétique, l’étude introduit théoriquement et empiriquement le concept de travail « ocularocentriste » (en anglais ocularcentric labour, c’est-à-dire dans l’exercice duquel le travailleur ou la travailleuse recherche l’appréciation admirative du client comme source première de rétribution). Ce texte cherche à établir la généralisabilité du travail centré sur le regard, sa différence conceptuelle d’avec le travail esthétique et émotionnel ...

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Emotional Labor

Entwistle

2017

International Encyclopedia of Geography

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Aesthetic Labour in Interactive Service Work: Some Case Study Evidence from the ‘New’ Glasgow

Cited by 294 publications

References 6 publications

Place branding and the representation of people at work: Exploring issues of tourism imagery and migrant labour in the Republic of Ireland

Place branding and the representation of people at work: Exploring issues of tourism imagery and migrant labour in the Republic of Ireland

Ocularcentric Labour: “you don’t do this for money”

Emotional Labor

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