'I Need People That Are Happy, Always Smiling': Guest Interaction and Emotional Labour in a Canadian Downtown Hotel
Why this work is in the frame
A frame that forgets how it found something cannot be audited. These are the routes that admitted this work.
Bibliographic record
Abstract
This paper discusses interactive service employment within the hospitality industry. Using research undertaken at a downtown hotel in a Canadian city, the paper examines front-line customer service workers engaged in guest interaction. It employs the concept of 'emotional labour', as developed by Hochschild, to illuminate not only managerial discourses, but also the work experiences of those women employed at the front desk (reception) and reservations. The women are shown to engage in intense and prolonged emotional labour, including having to routinely deal with 'irate guests'. The front office workers are shown to engage in covert resistance strategies in order to help them cope with the demands of the job including from aggressive guests. The paper also discusses the way that the work of women room attendants involved a guest interaction element, one that could involve doing emotional labour. The paper concludes by suggesting policy and further research implications, including on what the long-term effects of emotional labour might be.
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Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.002 | 0.001 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.000 | 0.001 |
| Science and technology studies | 0.001 | 0.000 |
| Scholarly communication | 0.000 | 0.000 |
| Open science | 0.000 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.001 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from it