published_or_final_version / Public Administration / Master / Master of Public Administration

Ip, Chung Yan. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2000. / Includes bibliographical references (leaves 146-153). / Abstracts in English and Chinese. / ABSTRACT --- p.i / ACKNOWLEDGEMENTS --- p.iii / CONTENTS --- p.v / Chapter CHAPTER 1 --- Introduction --- p.1 / Chapter 1.1 --- Empirical Puzzle and Theoretical Questions / Chapter 1.2 --- Casing a Case: The Life Insurance Industry as a Critical Case to Study the Labor Process in Interactive Service Work Organizations / Chapter 1.3 --- Literature Review and Theoretical Framework / Chapter 1.3.1 --- Marxist Labor Process Theories / Chapter 1.3.2 --- Labor Control in Interactive Service Work / Chapter 1.3.3 --- Emotional Labor in Interactive Service Work Context / Chapter 1.3.4 --- The Deterministic Description on the Negative Consequences of Emotional Labor / Chapter 1.3.5 --- The Missing Subject in Labor Process Theory / Chapter 1.3.6 --- "Gender, Work, and Identity" / Chapter 1.4 --- The Research / Chapter 1.5 --- Overview of the Thesis / Chapter CHAPTER 2 --- An Overview of Life Insurance Industry in Hong Kong --- p.27 / Chapter 2.1 --- Life Insurance Market in Hong Kong / Chapter 2.2 --- Organizational Structure: Agency Management System / Chapter 2.3 --- The Commission System / Chapter 2.4 --- Nature of Services and Public Perception of the Industry / Chapter 2.5 --- My Cases: Mutual Trust and Synergy / Chapter CHAPTER 3 --- Ideological Control in Life Insurance Industry --- p.38 / Chapter 3.1 --- Comprehensive and Ail-Round Training: Teaching Practical Sales Techniques and Cultivating a Mind of Success / Chapter 3.2 --- Money and Motivation: Transforming Labor Power into Labor / Chapter 3.3 --- Dedicatory Ethics: Serving Your Clients and Contributing the Society / Chapter 3.4 --- Missionary Sales Personnel: Maximizing Exploitation and Minimizing Resistance / Chapter 3.5 --- Entrepreneurial Spirit and Partnership Metaphor: Securing Profits and Obscuring Control / Chapter 3.6 --- Altruistic Work Culture: Releasing Work Stress and Retaining Agents / Chapter 3.7 --- """Love, Care, and Concern"": Eliciting Cooperation and Generating Consent" / Chapter CHAPTER 4 --- Managing the Selves in Selling Life Insurance --- p.76 / Chapter 4.1 --- Impression Management or Surface Acting: Doing Trust- and Relationship-Building Activities / Chapter 4.2 --- Deep Acting: Selling Life Insurance plus Selling One's Soul / Chapter 4.3 --- "Managed Feelings: Commercialization of Selves, Human Relations, and Interpersonal Trust" / Chapter 4.4 --- "Alienation, Burnout, and Emotional Exhaustion: Understanding the Negative Consequences of Emotional Labor" / Chapter 4.5 --- Emotions in Relational Service Exchanges: Refining the Concept of Emotional Labor / Chapter CHAPTER 5 --- Searching for the Subjectivities of Life Insurance Agents --- p.106 / Chapter 5.1 --- Bringing the Subject Back In: Workers as Victims versus Workers as Actors / Chapter 5.2 --- Shifting Alliances: The Three-Way Dynamics of Control / Chapter 5.3 --- Maintaining a Sense of Self: Gendered Strategies of Resistance / Chapter 5.4 --- Job Satisfaction: Gendering Consent and Autonomy / Chapter CHAPTER 6 --- Theorizing the Labor Process in Service Work Organizations --- p.134 / Chapter 6.1 --- Motivations in Work Organizations / Chapter 6.2 --- Three-Way Dynamics of Control / Chapter 6.3 --- A New Form of Emotional Labor / Chapter 6.4 --- Subjects in the Workplace / Chapter 6.5 --- Limitations of the Present Study / Appendix 1 List of Authorized Life Insurers in Hong Kong --- p.141 / Appendix 2 Career Path in Life Insurance Industry --- p.143 / Appendix 3 Personal Information of Informants --- p.144 / Bibliography --- p.146

Lee Suk-Yin. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2002. / Includes bibliographical references (leaves 69-71). / Abstracts in English and Chinese. / 摘要 --- p.i / Abstract --- p.iii / Acknowledgement --- p.v / Table of Contents --- p.vi / Tables and Figures --- p.vii / Chapter Chapter One --- Introduction --- p.1 / Chapter Chapter Two --- Background and Literature Review --- p.5 / Chapter 2.1 --- Background Review --- p.5 / Chapter 2.2 --- Literature Review - Vaccination of FFLI --- p.12 / Chapter 2.3 --- Literature Review - Social impact and productivity loss of FFLI --- p.23 / Chapter Chapter Three --- Conduct of Survey --- p.29 / Chapter 3.1 --- Study Design --- p.29 / Chapter 3.2 --- Questionnaire --- p.32 / Chapter Chapter Four --- Data Description --- p.36 / Chapter 4.1 --- Participants --- p.36 / Chapter 4.2 --- Incidence and impact of FFLI during the three months period (February - April 2001) --- p.38 / Chapter 4.3 --- Incidence and impact of the most recent FFLI --- p.39 / Chapter Chapter Five --- Economic Loss --- p.45 / Chapter 5.1 --- Estimators - EDPH loss and Productivity loss --- p.45 / Chapter 5.2 --- Density Estimation --- p.50 / Chapter 5.3 --- Hypothesis Testing --- p.51 / Chapter 5.4 --- Sensitivity Analysis --- p.53 / Chapter 5.5 --- Regression Analysis --- p.54 / Chapter 5.6 --- Long Haul flights and Long flights --- p.57 / Chapter 5.7 --- Company Profit --- p.58 / Chapter 5.8 --- Society Loss - GDP --- p.59 / Chapter Chapter Six --- Discussion --- p.61 / Chapter Chapter Seven --- Conclusion --- p.67 / Reference --- p.69 / Tables --- p.72 / Figures --- p.83 / Appendix --- p.87