1. Introduction 2. Paid to Scare or Care? The invisibility of antipathetic emotional labour 3. Absent Emotion? Remaining neutral in the face of abuse 4. Dealing in Emotional Dirty Work 5. "Who Will We Go To With Our Problems?" Emotional pain and the threat of Toxicity 6. "Some People Can Do It and Some People Can’t" Emotional capital as exposure, experience and praxis 7. Emotional Labour and the Ethics of Care
Biography
Jenna Ward is Senior Lecturer in Organisational Behaviour at DeMontford University, UK.
Robert McMurray is Senior Lecturer in Management at Durham University, UK
'This original and provocative book focusing on ‘the dark side’ of emotional labour weaves original research into discussions of complex debates on ethics, embodiment, capital and exploitation. It stretches the field in important and exciting directions and is essential reading for anyone with an interest in the management and experience of emotion in contemporary work organizations.' - Melissa Tyler, Professor, University of Essex, UK
'This gripping book presents an exploration of work that is at once emotionally disturbing, upsetting or stigmatising and at the same time necessary. Work that the rest of society would rather not think about. The compelling analysis leaves us under no illusion about the darker side of emotional labour even though we come to see how some people may take pride in such work.'- Paula Hyde, Professor, The University of Manchester, UK
'If organizations and their members read Ward and McMurray's The Dark Side of Emotional Labour, working lives would change. This book brings together two decades of research on emotional labourers with a theoretically strong critique of emotional labour, a core concept in work and society and management and organization studies. This is the first rigorous take on the 'the dark side' of emotion at the level of subjectivity, care, ethics and work. A painful joy to read.' - Alison Pullen, Professor, Macquarie University, Australia
'With wisdom and clarity Jenna Ward and Robert McMurray guide us through the unfamiliar terrain of the dark side of emotional labour - emotional dirty work, emotional labour that is antipathetic, and facing abuse from customers. The authors combine a deft theoretical imagination with a close reading of rich empirical material in this beautiful and important book.' - Marek Korczynski, Professor, The University of Nottingham, UK
