Positive experiences in emotional labor: Deep acting, symbolic boundaries, and labor autonomy

Abstract

One important approach to studying emotional labor is to focus on its negative impact from the perspective of organizational psychology. Less attention is paid to the positive effect. This paper adopts a cultural sociology approach to study how “maternity helpers” use boundary work, such as “deep acting” and constructing symbolic boundaries, to produce positive experiences in the process of emotional labor. In deep acting, they actively distort the boundaries of the private space, introduce a family-oriented narrative, and participate in a certain amount of “philanthropic labor”. They are also engaged in constructing symbolic boundaries by promoting themselves as “childcare experts”, in order to get the upper hand when interacting and negotiating with clients. Both boundary work strategies constitute an attempt to challenge social boundaries by constructing symbolic boundaries. This paper argues that the concept of autonomy in emotional labor should adopt a relational approach, thus accounting for the ability for the laborers to autonomously choose strategies that can produce equal and meaningful social relations, rather than merely focusing on the independent self with clear boundaries or the ability to control the labor process. Nevertheless, autonomy in emotional labor is constrained by both institutional and cultural conditions.