This paper discusses employee resistance to the emotional labour of face-to-face service work. It identifies a difficulty with the extension of the concept of resistance from the more traditional manufacturing industries to service work, asking how far apparently resistant behaviours can...

This paper suggests that employees' perceptions of their occupational status are important to researchers and managers concerned with the broader nature of service work. This ethnography of a single, medium-sized chain of English public houses demonstrates the complex nature of status,...

This article explores public house (pub) employees’ relationship to alcohol, its service and consumption using data drawn from an ethnographic study of workers in a chain of pubs. These workers experience a particularly complex relationship between their work and their leisure; they belong...

This article discusses the way in which emotion rules are learned by service workers through an ethnographic study of employees in a chain of public houses. It reviews the findings of recent research based on studies of large firms in the service sector in order to discuss similarities and...

This article explores the concept of occupational community in an attempt to discover whether it provides a useful analytical tool for understanding work experience in face-to-face service occupations.The conceptual components of occupational community are identified and discussed and then...

Purpose: This paper proposes a dialogical approach for analyzing and presenting Interpretative Phenomenological Analysis (IPA) data in organizational research. Design/methodology/approach: The paper explores the story behind a story, showing how qualitative research can be fictionalized and...