Abstract:

This article uses emotional labour as a theoretical framework to conceptually unpack everyday experiences of female drivers working in the UK, focusing specifically on their interactions with customers as a site of embodied practices. Drawing upon interview data, the distinct context of driving work is considered to be a masculinised and risky work setting. In navigating social contexts constituted by gender, drivers mobilise their embodied and affective capacities to mitigate risky interactions via surface acting and/or nurture interactions through warmth, care and compassion. This article illustrates the nuanced interpersonal skills required by women as they navigate customer interactions in the context of work that is both gender atypical and moderately risky. Based on this, we propose that emotional labour be theoretically broadened to better accommodate the nuances of risky interactional contexts, where emotion work confers protection rather than customer satisfaction.

Please choose your submission type: Full Paper

Primary Track: Gender in Management

Keywords: Gender diversity and inclusion policies and practices;Gender discrimination and industry specific features;Gender and emotions

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Dr. Oonagh Harness