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
| Identifer | oai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_323215 |
| Date | January 2000 |
| Contributors | Ip, Chung Yan., Chinese University of Hong Kong Graduate School. Graduate Board of Gender Studies., Chinese University of Hong Kong Graduate School. Division of Sociology. |
| Source Sets | The Chinese University of Hong Kong |
| Language | English, Chinese |
| Detected Language | English |
| Type | Text, bibliography |
| Format | print, vi, 153 leaves ; 30 cm. |
| Coverage | China, Hong Kong, China, Hong Kong, China, Hong Kong |
| Rights | Use of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/) |
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