Anthropologists in the field by Deuwe G. Jongmans & Peter Claus Wolfgang Gutkind

By Deuwe G. Jongmans & Peter Claus Wolfgang Gutkind

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T. (2002) Fast Food, Fast Track. Boulder, Colorado: Westview Press. p. 103. Wouters, C. (1989) ‘The sociology of emotions and flight attendants: Hochschild’s “Managed Heart”’, Theory, Culture and Society, 6 (1): 95–123. K. L. R (eds), Organizational Risk Factors for Job Stress. Washington, DC: American Psychological Association. B. (1993) ‘Alienating and liberating emotions at work’, Journal of Contemporary Ethnography, 22 (3): 361–81. Fineman, S. (1999) ‘Emotion and organizing’, in S. Clegg, C.

127. Titmus, R. (1970) The Gift Relationship. London: Allen and Unwin. C. and Wilson, A. (2000) ‘Narratives of compassion in organizations’, in S. ), Emotion in Organizations, 2nd Edition. London: Sage. pp. 25–45. Bolton, S. (2000) ‘Who cares? Offering emotion work as a “gift” in the nursing labour process’, Journal of Advanced Nursing, 32 (3): 580–6, especially pp. 584–5. , Monahan, K. and Berger, C. (1999) ‘A laughing matter? The use of humor in medical interactions’, Motivation and Emotion, 23 (2): especially pp.

He learned that her sister had just died of cancer. Recruiting Emotion  41 On his own initiative, this associate went to the hotel gift shop, bought a sympathy card and had every member of the staff sign it. ’ That guest’s room may be our product, but our associate’s caring attitude is our value. We can’t measure it with statistics, and we can’t manufacture it. We can deliver that value only if we can attract, retain and inspire the best people – with what we call ‘The Spirit To Serve’. W. 42 It can be read in two ways.

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