{"id":"https://openalex.org/W1985814636","doi":"https://doi.org/10.1111/j.1468-0432.2009.00448.x","title":"Emotional Labour and Skill: A Reappraisal","display_name":"Emotional Labour and Skill: A Reappraisal","publication_year":2009,"publication_date":"2009-04-15","ids":{"openalex":"https://openalex.org/W1985814636","doi":"https://doi.org/10.1111/j.1468-0432.2009.00448.x","mag":"1985814636"},"language":"en","primary_location":{"id":"doi:10.1111/j.1468-0432.2009.00448.x","doi":"https://doi.org/10.1111/j.1468-0432.2009.00448.x","is_oa":false,"landing_page_url":"https://doi.org/10.1111/j.1468-0432.2009.00448.x","pdf_url":null,"source":{"id":"https://openalex.org/S172342871","display_name":"Gender Work and Organization","issn_l":"0968-6673","issn":["0968-6673","1468-0432"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-3","ki-jl-1","norway-2","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Gender, Work & Organization","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5061374808","display_name":"Jonathan Payne","orcid":"https://orcid.org/0000-0003-0384-4930","observed_orcids":["https://orcid.org/0000-0003-0384-4930"]},"institutions":[{"id":"https://openalex.org/I79510175","display_name":"Cardiff University","ror":"https://ror.org/03kk7td41","country_code":"GB","type":"education","lineage":["https://openalex.org/I79510175"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Jonathan Payne","raw_affiliation_strings":["Cardiff University School of Social Sciences, Glamorgan Building, King Edward VII Avenue, Cardiff, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Cardiff University School of Social Sciences, Glamorgan Building, King Edward VII Avenue, Cardiff, UK","institution_ids":["https://openalex.org/I79510175"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5061374808"],"corresponding_institution_ids":["https://openalex.org/I79510175"],"apc_list":{"value":4880,"currency":"USD","value_usd":4880},"apc_paid":null,"fwci":28.1461,"has_fulltext":false,"cited_by_count":129,"citation_normalized_percentile":{"value":0.99429931,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":94,"max":100},"biblio":{"volume":"16","issue":"3","first_page":"348","last_page":"367"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13911","display_name":"Employment, Labor, and Gender Studies","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/3311","display_name":"Safety Research"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10153","display_name":"Education, sociology, and vocational training","score":0.0,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/emotional-labor","display_name":"emotional labor","score":1.0},{"id":"https://openalex.org/keywords/skills","display_name":"skills","score":0.6399999856948853},{"id":"https://openalex.org/keywords/skilled-work","display_name":"skilled work","score":0.7799999713897705},{"id":"https://openalex.org/keywords/service-sector-employment","display_name":"service sector employment","score":0.6230000257492065},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.6340000033378601},{"id":"https://openalex.org/keywords/emotional-work","display_name":"emotional work","score":0.5180000066757202}],"concepts":[{"id":"https://openalex.org/C136103064","wikidata":"https://www.wikidata.org/wiki/Q1044045","display_name":"Emotional labor","level":2,"score":0.8642611503601074},{"id":"https://openalex.org/C2776050585","wikidata":"https://www.wikidata.org/wiki/Q7439360","display_name":"Scrutiny","level":2,"score":0.8313862681388855},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.6083582043647766},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5190535187721252},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4262269139289856},{"id":"https://openalex.org/C2777551076","wikidata":"https://www.wikidata.org/wiki/Q842332","display_name":"Front (military)","level":2,"score":0.42488569021224976},{"id":"https://openalex.org/C145236788","wikidata":"https://www.wikidata.org/wiki/Q28161","display_name":"Labour economics","level":1,"score":0.4080003499984741},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.35446733236312866},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.33085769414901733},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.30417388677597046},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.27211955189704895},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.24521878361701965},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.2339392602443695},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.15061506628990173},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.14983871579170227},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1111/j.1468-0432.2009.00448.x","doi":"https://doi.org/10.1111/j.1468-0432.2009.00448.x","is_oa":false,"landing_page_url":"https://doi.org/10.1111/j.1468-0432.2009.00448.x","pdf_url":null,"source":{"id":"https://openalex.org/S172342871","display_name":"Gender Work and Organization","issn_l":"0968-6673","issn":["0968-6673","1468-0432"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-3","ki-jl-1","norway-2","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Gender, Work & Organization","raw_type":"journal-article"},{"id":"pmh:oai:dora.dmu.ac.uk:2086/7820","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/2086/7820","pdf_url":null,"source":{"id":"https://openalex.org/S4306400394","display_name":"DMU Open Research Archive (De Montfort University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I66943878","host_organization_name":"De Montfort University","host_organization_lineage":["https://openalex.org/I66943878"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Article"},{"id":"pmh:oai:www.dora.dmu.ac.uk:2086/7820","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/2086/7820","pdf_url":null,"source":{"id":"https://openalex.org/S4306400394","display_name":"DMU Open Research Archive (De Montfort University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I66943878","host_organization_name":"De Montfort University","host_organization_lineage":["https://openalex.org/I66943878"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8","score":0.833299994468689}],"study_designs":[],"awards":[{"id":"https://openalex.org/G7008288815","display_name":null,"funder_award_id":"ES/G020183/1","funder_id":"https://openalex.org/F4320334630","funder_display_name":"Economic and Social Research Council"}],"funders":[{"id":"https://openalex.org/F4320334630","display_name":"Economic and Social Research Council","ror":"https://ror.org/03n0ht308"}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":36,"referenced_works":["https://openalex.org/W71850083","https://openalex.org/W581827814","https://openalex.org/W1596077662","https://openalex.org/W1597842479","https://openalex.org/W1965039788","https://openalex.org/W1967467349","https://openalex.org/W1967609281","https://openalex.org/W1977231755","https://openalex.org/W1996775981","https://openalex.org/W2013331536","https://openalex.org/W2015575031","https://openalex.org/W2026329655","https://openalex.org/W2026379451","https://openalex.org/W2039967438","https://openalex.org/W2041691306","https://openalex.org/W2047798852","https://openalex.org/W2069476460","https://openalex.org/W2076744886","https://openalex.org/W2081726498","https://openalex.org/W2087366050","https://openalex.org/W2089329497","https://openalex.org/W2100560451","https://openalex.org/W2102514924","https://openalex.org/W2139235674","https://openalex.org/W2148643743","https://openalex.org/W2183449866","https://openalex.org/W2309747864","https://openalex.org/W2611005337","https://openalex.org/W4210881471","https://openalex.org/W4230970406","https://openalex.org/W4233690142","https://openalex.org/W4237533054","https://openalex.org/W4243211108","https://openalex.org/W4247999129","https://openalex.org/W4298154746","https://openalex.org/W4300547529"],"related_works":["https://openalex.org/W2188717953","https://openalex.org/W2083035522","https://openalex.org/W3026294509","https://openalex.org/W126404556","https://openalex.org/W2007809111","https://openalex.org/W3012458881","https://openalex.org/W6999931159","https://openalex.org/W7009498224","https://openalex.org/W4399608497","https://openalex.org/W2121506118"],"abstract_inverted_index":{"The":[0,93],"article":[1,94],"seeks":[2],"to":[3,55,82,98,108],"open":[4],"up":[5],"a":[6,45],"critical":[7,99],"discussion":[8],"around":[9],"the":[10,69,84,105],"idea":[11],"of":[12,32,38,47,71,88,111],"emotional":[13,58],"labour":[14,59],"as":[15,33],"skilled":[16,35,48,57],"work.":[17],"It":[18],"has":[19],"been":[20],"suggested":[21],"by":[22],"some":[23],"commentators":[24],"that":[25,103],"many":[26,89],"front\u2010line":[27],"service":[28,91],"jobs,":[29],"traditionally":[30],"thought":[31],"low":[34],"in":[36,60,75],"terms":[37,77],"their":[39,53,61],"technical":[40],"aspects,":[41],"may":[42],"actually":[43],"constitute":[44],"form":[46],"work,":[49],"since":[50],"they":[51],"require":[52],"holders":[54],"perform":[56],"dealings":[62],"with":[63,80],"customers.":[64],"Such":[65],"discourses":[66],"hold":[67],"out":[68],"possibility":[70],"progress":[72],"not":[73],"only":[74],"intellectual":[76],"but":[78],"also":[79],"regard":[81],"improving":[83],"status":[85],"and":[86,101],"pay":[87],"low\u2010waged":[90],"workers.":[92],"subjects":[95],"these":[96],"claims":[97],"scrutiny":[100],"argues":[102],"applying":[104],"label":[106],"\u2018skill\u2019":[107],"all":[109],"forms":[110],"emotion":[112],"work":[113],"is":[114],"extremely":[115],"problematic.":[116]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":7},{"year":2022,"cited_by_count":23},{"year":2021,"cited_by_count":9},{"year":2020,"cited_by_count":6},{"year":2019,"cited_by_count":5},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":5},{"year":2016,"cited_by_count":7},{"year":2015,"cited_by_count":6},{"year":2014,"cited_by_count":14},{"year":2013,"cited_by_count":7},{"year":2012,"cited_by_count":9}],"updated_date":"2026-10-19T09:35:57.686232","created_date":"2016-06-24T00:00:00"}