Work at Leisure and Leisure at Work: A Study of the Emotional Labour of Tour Reps
研究了英国廉价旅游运营商在西班牙马略卡岛的海外旅游代表，分析他们在工作与休闲界限模糊的岗位上如何提供情感劳动，并接受工作中的负面部分。
This article explores the work of one particular type of leisure worker: the overseas tour rep. Drawing on theoretical debates, it analyses qualitative observation and interview data collected from tour reps working in Mallorca, Spain for a British budget tour operator. We explore the paradoxes of delivering emotional labour in a job where the boundaries between work and leisure are blurred, and which is both explicitly about delivering fun and also about the ‘dirty work’ of managing holidaymakers’ complaints and excesses. We argue that reps actively seek spaces where they are able to buy into a lifestyle that they see as reflecting their authentic selves. This enables them to accept the negative part of their work and they become disciplined workers.