Making people feel good: Workers' constructions of meaning in interactive service jobs

Abstract

This paper analyses the experiences of women who work in residential real estate sales, to identify the factors that lead women to choose and keep this occupation. In-depth interviews provide the data for a case study of the importance of various job traits in determining job satisfaction for a specific category of workers. The more general question concerns workers' constructions of the emotional labor involved in interactive service work. Within a general queueing model, this paper focuses on job queues. Specifically, I examine workers' preferences for jobs and the factors that contribute to positive ranking of the job after workers' initial experiences with it. Findings show that although the women's experiences on the job have disappointed their expectations, most remain satisfied with their work and plan to stay in the field. The reasons for this high level of satisfaction are related to characteristics of the workers—the women's educational and skill levels, and the limited alternatives that they perceive for themselves, and characteristics of the job—its autonomous nature and the emotional labor it entails.