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Welcome to Paradise. Customer experience design and emotional labour on a cruise ship

Johansson, M and Naslund, L (2009) 'Welcome to Paradise. Customer experience design and emotional labour on a cruise ship.' International Journal of Work Organisation and Emotion, 3 (1). pp. 40-55. ISSN 1740-8938

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This paper describes the work on board a cruise ship. The purpose is to examine the emotional demands put on workers in the so-called experience industry. A field study was conducted to study how customer experience is created through the management of space, passengers, and emotions. It is argued that the sought-after paradisiac experience is attained by acts of sanitising, and that the perceived freedom of the passengers is mirrored by increased control on the part of the service providers, synthesising Hochschild's notion of emotional labour with Ritzer's sociology of consumption to attain an understanding of the organisation of experiences.

Item Type: Article
Uncontrolled Keywords: Experience economy; service work; emotional labour; customer experience; experience design; cruise ships; space management; passenger management; emotion management; sociology of consumption; services
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Social Sciences
Faculty of Social Sciences > Essex Business School
SWORD Depositor: Elements
Depositing User: Elements
Date Deposited: 26 Sep 2013 15:42
Last Modified: 06 Jan 2022 13:28

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