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

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

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Abstract

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. Copyright © 2009, Inderscience Publishers.

Item Type: Article
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Social Sciences > Essex Business School
Depositing User: Clare Chatfield
Date Deposited: 26 Sep 2013 15:42
Last Modified: 30 Aug 2017 06:15
URI: http://repository.essex.ac.uk/id/eprint/7335

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