「声」の感情労働における相互行為の技法：コールセンターを事例として

抄録

This study examines the distinctive characteristics of emotional labor that is mediated primarily through voice, focusing on the arts of interaction and resistance.

Since the theory of emotional labor was first proposed by Hochschild, the voice has attracted attention as its key medium; however, its characteristics have not received considerable attention to date. Moreover, the topic of emotional labor in call centers using the telephone as a tool remains underexplored. Quantitative research on the negative psychological effects of emotional labor has hitherto been the main focus, while the arts used to perform emotional labor in interactive situations have not yet been discussed.

In contrast, this study, based on a qualitative analysis of call center operations at Company X, clarified that emotional labor mediated only by voice is characterized by circular dynamics. Specifically, while information in the form of voice carries increasing weight, it remains uncertain. The telephone, as a tool, creates the two sides of emotion management art by establishing the setting of local regional separation, as described by Goffman. Finally, this study examined the concept of collective emotion management as an art for resisting the negative effects of emotional labor without engaging in unconventional emotion management.