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Emotions at Work: Normative Control, Organizations, and Culture in Japan and America

Emotions at Work: Normative Control, Organizations, and Culture in Japan and America

by Aviad E. RazAviad E. Raz


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Our work life is filled with emotions. How we feel on the job, what we say we feel, and what feelings we display—all these are important aspects of organizational behavior and workplace culture. Rather than focusing on the psychology of personal emotions at work, however, this study concentrates on emotions as role requirements, on workplace emotions that combine the private with the public, the personal with the social, and the authentic with the masked. In this cross-cultural study of "emotion management," the author argues that even though the goals of normative control in factories, offices, and shops may be similar across cultures, organizational structure and the surrounding culture affect how that control is discussed and conceived.

Product Details

ISBN-13: 9780674008588
Publisher: Harvard
Publication date: 05/30/2002
Series: Harvard East Asian Monographs , #213
Edition description: New Edition
Pages: 304
Sales rank: 1,145,624
Product dimensions: 6.44(w) x 9.26(h) x 0.94(d)

About the Author

Aviad E. Raz is Associate Professor of Sociology at Ben-Gurion University of the Negev.

Table of Contents

Tables and Figures



The Study of Organizational Cultures

"Japan" Meets "America": A Journey for Real Between Two Imaginaries

The Global and the Local

The Public and the Private

The Rational and the Emotional

Japan's Organizational Cultures Today

1. Design, Devotion, and Defiance: The Study of Organizational Cultures in Japan and America

Devotion and Design in the Japanese Context

Japanese-Style Management in American Eyes

Defying the Hegemony of Design and Devotion

Emotion Management as a Critical Perspective

The Cultural Context of Emotion Management

2. Emotional Genesis: Enterprise Unionism in Ideology and Practice

The Ideology of Managerial Paternalism

Paternalism and Workers' Quest for Dignity

Paternalism and Scientific Management

Paternalism in Postwar Workplace Culture

Enterprise Unionism Today:
Alternative Forms, Same Emotions

The National Union of General Workers / Co-partnership Management

3. Normative Control in Blue-Collar Workplace Cultures

I. Quality Circles as a Mechanism of Normative Control

QCCs as Norm-Processors

QCCs in Japan and the United States

II. Transplant Cultures in the U.S. Auto Industry

The Toyota Prototype: Life in an Auto Factory

Management by Stress

Just-in-Time/Total Quality

Control as a Normative Order in "Japanized" Auto Plants

Just-in-Time/Total Quality Control and Workers' Emotions in Japan and the United States

Life at the Transplant

Training for Teamwork

Domesticating Japanese-Style Management

Emotional Numbness and Emotional Resistance

III. The Gendered Side of Paternalism: Blue-Collar Women

Women Workers and the Culture of Ryösai Kenbo

The "New Life" Movement

Mutual Trust and Public Apologies

4. Office Rules: The World of the Salaryman and the Office Lady

White-Collar Work in (Western) Sociological Perspective

The Professional Practice of Japanese Management: An Overview

For Harmony and Stress: Normative Practices in the Office

The Office Group as a Social World

The Office Lady

5. Part-time Service Work and the Consummation of Emotion Management

The McDonaldization of the Japanese Service Industry

"Smile Training" in the United States and Japan

The Warm Heart: Tokyo Dome's Behavior Campaign

Tokyo Dome Hotel

"Service with a Smile": An American Convenience Store Chain

The Case of Disneyland

Disney and Emotion Management

Sales Ladies and "Counter Culture"

The Practice of Service Acting

6. The End of the Road?

Emotion Management Across Work Settings

The Influence of Local Culture on Organizational and Workplace Cultures

Reference Matter

Works Cited


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