Abstracts
Abstracts
Abstracts
Abstracts
Marianne Egger de Campo, Stefan Laube Barriers, Bridges and Balances. A Comparative Study of Emotional Labor in Community Care and Call-Centers The present paper discusses conceptions of appropriate distance relations in present day service jobs. We show how employees manage their emotions in order to comply with these largely ideological conceptions. In two comparative case studies of a call center and of community care for elderly people we demonstrate that the conceptions of appropriate distance are diametrically opposed to the objective spatial distance of the interactants. Thus, Customer Relations Management suggests an emotionalised relation between customers and call center agents who are located hundreds or even thousands of kilometres away from customers. This emotional closeness supposedly maximises the economic exploitation of the commercial interaction. In the service of elderly care which involves close body contact, however, the conception of a professional relation between carer and client is based on the carer’s ability to distance herself in order not to ‘burn out’. We show that the effects of rationalisation, bureaucratisation and new technologies in service jobs of both capitalist service economies and welfare states create dilemmas between the feeling rules and the working conditions. Service workers try to solve these dilemmas by more or less improvised practices of manipulating their feelings and sensations. Sabine A. Haring Mysterium Tremendum and Mysterium Fascinans. The Emotional Dimension of ‘political religions’ The history of Western modernity must not only be regarded as a linear process of secularisation: even the “classics” of sociology like Emile Durkheim, Max Weber, and Georg Simmel have dealt with the ambiguities of the modern age, thereby referring to both the “disenchantment” and the “re-enchantment”. Worldly replacements such as science and political movements partly took over the function and the meaning of traditional religions. Political ‘religions’ not only adopted, transformed and amalgamated the contents of Christian texts and imaginations and used Christian rites and symbols, but also fulfilled special functions for their “believers”. One of the most important functions both of traditional religions and political ‘religion’ is to evoke emotions and to give opportunities to act on emotions. The article deals with the relationship between traditional ‘religions’ and political ‘religions’ with regard to emotions. In this context, the political ‘religion’ of Soviet communism until Stalin’s death is examined.
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Abstracts
The authors take a look at how established sociological research in Germany deals with two distinct subjects: migrants in the German school system and New Fascists. The article highlights surprising, contrary feeling rules social scientists active in these two research areas develop regarding their objects of investigation. As it turns out in both cases social disintegration serves as an explanatory research frame. But feeling rules derived from this frame point in opposite directions. New Fascists are cast in the roles of victims of social change and institutional failure, thus calling for empathy and/ or sympathy as the feeling to be directed towards them. Migrants, in contrast, are blamed for their situation, which invokes indifference and antipathy as a feeling rule. Comparing both research areas reveals how they connect to each other. Together they establish a dichotomous emotional regime which traces the lines of simultaneous inclusion in and exclusion from the German society.
The sociology of emotions not only faces the challenge to develop an analytical theory framework by which emotions and their significance for social behavior and social relations can be analyzed, it has also to account for the complexity of emotions as far as ‘emotions’ constitute a diverse, heterogeneous phenomenon area which can be identified only in functional respect. However, in sociology as well as in emotion research in general, very often a rather reduced, single-sided understanding of emotions occurs that is based on everyday concepts. As a result, the relationship between emotionality and sociality can be grasped only sub-complexely. The following article presents a modular theory of the sociology of emotions which integrates different levels of emotions in the form of base emotions and cognitive emotions and by which different forms of social and cultural influenceability of emotions can be identified. With the example of the theory of the structure theoretical individualism of Hartmut Esser we examine how such a modular theory can be integrated into a sociological theory framework in an analytically sound way.
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