This paper discusses employee resistance to the emotional labour of face-to-face service work. It identifies a difficulty with the extension of the concept of resistance from the more traditional manufacturing industries to service work, asking how far apparently resistant behaviours can...

This paper suggests that employees' perceptions of their occupational status are important to researchers and managers concerned with the broader nature of service work. This ethnography of a single, medium-sized chain of English public houses demonstrates the complex nature of status,...