Abstract
Many organisations now extend the psychological contract with their employees to include an expectation that employees impart an emotional content to the labour power that they render up in return for remuneration. A key mechanism for obtaining emotional labour from employees is the role of internal marketing within organisations. Underpinning the concept of internal marketing is a reconceptualised organisation that is both marketing and service oriented, where empowered employees deliver service satisfactions to both internal and external customers. This view is inconsistent with dramaturgical perspectives on service encounters, and also inconsistent given the control used to gain an employee's emotional labour.
Original language | English |
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Title of host publication | N/A |
Publication status | Published - 2 Jul 2012 |
Event | Academy of Marketing Conference 2002 - Nottingham Duration: 2 Jul 2002 → 5 Jul 2002 |
Conference
Conference | Academy of Marketing Conference 2002 |
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Period | 2/07/02 → 5/07/02 |
Keywords
- emotional labour
- psychological contract
- internal marketing