Emotional labour and the role of external and internal marketing

Heather Skinner, Henry Enos, Joanna Cullinane

    Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review


    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 languageEnglish
    Title of host publicationN/A
    Publication statusPublished - 2 Jul 2012
    Event Academy of Marketing Conference 2002 - Nottingham
    Duration: 2 Jul 20025 Jul 2002


    Conference Academy of Marketing Conference 2002


    • emotional labour
    • psychological contract
    • internal marketing


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