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Higher education teachers and emotional labour

Higher education teachers and emotional labour Service organizations are encouraged to consider the manner in which employees perform at the customer/front‐line employee interface, as a means to gain competitive advantage. The employee's behaviour requires “emotional labour” where the front‐line employee (academic), has to either conceal or manage actual feelings for the benefit of a successful service delivery. The implication is not necessarily of equality or mutual benefit, but of satisfaction for the customer (student) and profit for the management. The paper discusses whether the academic is being exploited in this three‐way relationship. To illustrate this argument, data gathered from in‐depth interviews at a higher education institution are used. The research is of value as an aid for the management and support of academic staff in an age of managerialism and to the notion of the student as customer. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Educational Management Emerald Publishing

Higher education teachers and emotional labour

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0951-354X
DOI
10.1108/09513540410538822
Publisher site
See Article on Publisher Site

Abstract

Service organizations are encouraged to consider the manner in which employees perform at the customer/front‐line employee interface, as a means to gain competitive advantage. The employee's behaviour requires “emotional labour” where the front‐line employee (academic), has to either conceal or manage actual feelings for the benefit of a successful service delivery. The implication is not necessarily of equality or mutual benefit, but of satisfaction for the customer (student) and profit for the management. The paper discusses whether the academic is being exploited in this three‐way relationship. To illustrate this argument, data gathered from in‐depth interviews at a higher education institution are used. The research is of value as an aid for the management and support of academic staff in an age of managerialism and to the notion of the student as customer.

Journal

International Journal of Educational ManagementEmerald Publishing

Published: Jun 1, 2004

Keywords: Academic staff; Managerialism; Service delivery

References