Hostname: page-component-cd9895bd7-gbm5v Total loading time: 0 Render date: 2024-12-22T14:18:04.694Z Has data issue: false hasContentIssue false
  • English
  • Français

“Smile down the phone”: Extending the effects of smiles to vocal social interactions

Published online by Cambridge University Press:  20 December 2010

Frédéric Basso  and
Olivier Oullier
Frédéric Basso
Affiliation:
University of Rennes 1, CREM CNRS UMR 6211, IGR-IAE de Rennes 1, 35000 Rennes, France. [email protected]://www.igr.univ-rennes1.fr/personnes/detail_fr_174.htm
Olivier Oullier
Affiliation:
Laboratoire de Psychologie Cognitive (UMR 6146), Université de Provence & CNRS, Aix-Marseille Université, 13331 Marseille Cedex3, France. [email protected]://www.oullier.fr
Get access Rights & Permissions [Opens in a new window]

Abstract

The SIMS model offers an embodied perspective to cognition and behaviour that can be applied to organizational studies. This model enriches behavioural and brain research conducted by social scientists on emotional work (also known as emotional labour) by including the key role played by body-related aspects in interpersonal exchanges. Nevertheless, one could also study a more vocal aspect to smiling as illustrated by the development of “smile down the phone” strategies in organizations. We propose to gather face-to-face and voice-to-voice interactions in an embodied perspective taking into account Lakoff and Johnson's (1980) theory of conceptual metaphors.

Type
Open Peer Commentary
Information
Behavioral and Brain Sciences , Volume 33 , Issue 6 , December 2010 , pp. 435 - 436
Copyright
Copyright © Cambridge University Press 2010

Access options

Get access to the full version of this content by using one of the access options below. (Log in options will check for institutional or personal access. Content may require purchase if you do not have access.)

References

Ashforth, B. E. & Humphrey, R. H. (1993) Emotional labor in service roles: The influence of identity. The Academy of Management Review 18(1):88–115.CrossRefGoogle Scholar
Barsalou, L. W. (1999) Perceptual symbol systems. Behavioral and Brain Sciences 22(4):577–660.CrossRefGoogle ScholarPubMed
Belt, V., Richardson, R. & Webster, J. (2002) Women, social skills, and interactive service work in telephone call centres. New Technology, Work and Employment 17(1):20–34.CrossRefGoogle Scholar
Deery, S. & Kinnie, N. (2002) Call centres and beyond: Athematic evaluation. Human Resource Management Journal 12:3–13.CrossRefGoogle Scholar
Fineman, S. ed. (2000) Emotion in organizations. Sage.CrossRefGoogle Scholar
Froggatt, K. (1998) The place of metaphor and language in exploring nurses' emotional work. Journal of Advanced Nursing 28:332–38.CrossRefGoogle ScholarPubMed
Gans, N., Koole, G. & Mandelbaum, A. (2003) Telephone call centers: Tutorial, review, and research Prospects. Manufacturing and Service Operations Management 5(2):79–141.CrossRefGoogle Scholar
Grandey, A., Fisk, G., Mattila, A., Jansen, K. & Sideman, L. (2005) Is “service with a smile” enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Processes 96(1):38–55.CrossRefGoogle Scholar
Hochschild, A. R. (1979) Emotion work, feeling rules, and social structure. American Journal of Sociology 85(3):551.CrossRefGoogle Scholar
Hochschild, A. R. (1983) The managed heart : Commercialization of human feeling. University of California Press.Google Scholar
Hochschild, A. R. (2005) On the edge of the time bind: Time and market culture. Social Research 72(2):339–54.CrossRefGoogle Scholar
Kövecses, Z. (1990) Emotion concepts. Springer.CrossRefGoogle Scholar
Kövecses, Z. (2008) Metaphor and emotion. In: The Cambridge handbook of metaphor and thought. ed. Gibbs, J. R. W., pp. 380–96. Cambridge University Press.CrossRefGoogle Scholar
Lakoff, G. (1987) Women, fire, and dangerous things: What categories reveal about the mind. University of Chicago Press.CrossRefGoogle Scholar
Lakoff, G. (1993) The synthax of metaphorical semantic role. In: Semantics and the lexicon, ed. Pustejovsky, J., pp. 27–36. Kluwer Academic.CrossRefGoogle Scholar
Lakoff, G. & Johnson, M. (1980) Metaphors we live by. University of Chicago Press.Google Scholar
Lakoff, G. & Johnson, M. (1999) Philosophy in the flesh: The embodied mind and its challenge to western thought. Basic Books.Google Scholar
Larson, E. B. & Yao, X. (2005) Clinical empathy as emotional labor in the patient–physician relationship. Journal of the American Medical Association 293(9):1100–106.CrossRefGoogle ScholarPubMed
Morris, M. W. & Keltner, D. (2000) How emotions work: The social functions of emotional expression in negotiations. Research in Organizational Behavior 22:1–50.CrossRefGoogle Scholar
Peña Cervel, S. (2001) A cognitive approach to the role of body parts in the conceptualization of emotion metaphors. Epos 17:245–60.Google Scholar
Pugh, S. D. (2001) Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal 44(5):1018–27.CrossRefGoogle Scholar
Rafaeli, A. (1989) When clerks meet customers: A test of variables related to emotional expressions on the job. Journal of Applied Psychology 74(3):385–93.CrossRefGoogle Scholar
Rafaeli, A. & Sutton, R. I. (1990) Busy stores and demanding customers: How do they affect the display of positive emotion? Academy of Management Journal 33(3):623–37.CrossRefGoogle Scholar
Rees, C. E., Knight, L. V. & Wilkinson, C. E. (2007) Doctors being up there and we being down here: A metaphorical analysis of talk about student/doctor-patient relationships. Social Science & Medicine 65(4):725–37.CrossRefGoogle Scholar
Richardson, H. J. & Howcroft, D. (2006) The contradictions of CRM - A critical lens on call centres. Information and Organization 16(1):56–81.CrossRefGoogle Scholar
Sutton, R. I. (1991) Maintaining norms about expressed emotions: The case of bill collectors. Administrative Science Quarterly 36(2):245.CrossRefGoogle Scholar
Sutton, R. I. & Rafaeli, A. (1988) Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores. Academy of Management Journal 31(3):461–87.CrossRefGoogle Scholar
Taylor, P. & Bain, P. (1999) “An assembly line in the head”: Work and employee relations in the call centre. Industrial Relations Journal 30(2):101–17.CrossRefGoogle Scholar
Yu, N. (2008) Metaphor form body and culture. In: The Cambridge handbook of metaphor and thought, ed. Gibbs, J. R. W., pp. 247–61. Cambridge University Press.CrossRefGoogle Scholar
Zapf, D. (2002) Emotion work and psychological well-being: A review of the literature and some conceptual considerations. Human Resource Management Review 12(2): 237–68.CrossRefGoogle Scholar