Emotional labour and surplus value: the case of holiday ‘reps’

Service organizations are encouraged by the literature [Grönroos, 1996, 1997; 2000; Zeithaml and Bitner, 2000] to consider the manner in which employees perform at the customer/front-line employee interface, as a means to gain competitive advantage. The employee's behaviour requires ‘emotional labour’ [Hochschild, 1983] where the front-line employee has to either conceal or manage actual feelings for the benefit of a successful service delivery. The implication is not necessarily of equality or mutual benefit but of satisfaction for the customer and profit for the management. The article discusses whether the service employee is being exploited in this three-way relationship, and how surplus value accrues and its benefit distributed. Expecting emotional labour from employees can be exploitative, thus increasing the risk of potential deceit, in particular where poor recruitment, training and support recovery accompany the expectations of the emotional labourer. To illustrate this argument, data gathered from in-depth interviews with three holiday ‘reps’ are used.     

Intel公司单片机及微处理器在测控系统中的应用

本文讨论用Intel公司的单片机及微处理器构成的大、中、小型测控系统。有数百个单片机、处理器构成的分布式热力网大型测控系统;有10～20单片机处理器组成的分布式四足步行机器人伺服控制系统;也有一个单片机组成的微型测控点。本文介绍十几种我们已开发出并付诸工程应用的系统,说明其简要原理及应用Intel的单片机的优点。     

The framework of tourism : Towards a definition of tourism, tourist, and the tourist industry

Leiper, Neil, “The Framework of Tourism: Towards a Definition of Tourism, Tourist, and the Tourist Industry,” Annals of Tourism Research, 1979, VI(4):390–407. A framework for the general study of tourism is discussed. Three approaches to the topic: economic, technical, and holistic are identified and analysed; it is argued that its multi facets require a holistic definition. A systems methodology is used to develop a new definition of tourism. Five elements are isolated: tourists, three geographical elements (generating region, transit route, and destination region), and a tourist industry. The process of tourism is dissected to show that it is inherently a partially-industrialized one, and the tourist industry is shown to contain several sectors with functional and spatial connections across the system. Suggested applications of the framework are proposed, in academic research, education, business and government arenas of tourism. The main theme is that tourism's many facets are connected and that it is both possible and desirable to include an explicit recognition of those connections in general studies of the subject.

Résumé

Leiper, Neil, “Le Cadre théorique du tourisme: Pour une définition du tourisme, du touriste, et de l'industrie touristique,” Annals of Tourism Research, octobre/decembre 1979, VI(4):390–407. On discute un cadre théorique pour l'étude générale du tourisme. On présente et analyse trois façons d'aborder le sujet: économique, technique et globale, et on propose que l'aspect multi-dimensionnel du tourisme du tourisme fait que le tourisme exige une définition globale. On emploie une méthodologie de systémes pour développer une nouvelle définition pour le tourisme. On réussit á isoler cinq éléments: touristes, industrie touristique, région génératrice, route de passage, et région de destination, ces trois derniers formant les éléments géographiques. On disséque le processus du tourisme pour montrer qu'il est fondamentalement mi-industrialisé. On montre que l'industrie touristique comprend plusieurs secteurs, avec des liaisons fonctionnelles et spatiales á travers le systéme. On propose des applications de ce cadre dans les domaines suivants du tourisme: recherche universitaire, éducation, affaires et gouvernement. Enfin, la thése de cet article est que les divers aspects du tourisme sont reliés et qu'il est á la fois possible et désirable de reconnaître ces liaisons d'une facon explicite dans les études générales du sujet.     

Employee Profit-Sharing: Weitzmania and Wild-Goose hases

Professor Martin Weitzman's proposals for sharing profit among company employees are being adopted uncritically by the Government and advisers to other Parties, Dr Charles Hanson, of the University of Newcastle upon Tyne, casts a sceptical eye over these and similar proposals.     

Monopoly Manacles the Capital Market

The 'political' purpose of privatisation has been said to be to raise finance to offset government borrowing and to facilitate tax reduction. Cento Veljanovski, of University College, London, argues that the essential aim is rather to change from state monopoly to private competition, butthat the maintenance of monopoly inhibits this market process.     

欧洲共同体统一大市场的前景和我们的对策

<正> 为彻底拆除由各成员国筑起的、为保护自身一时的经济利益而严重损害整个共同体经济利益的非关税壁垒,为挽救几乎名存实亡的共同市场,以及为对付美国、日本高技术的激烈竞争和新崛起的亚洲新兴工业国家的严重挑战,欧共体各成员国政府代表于1986年2月正式签订了《单一欧洲文件》,以法律条文的形式宣布:欧洲共同体将在1992年底实现统一大市场。     

亚洲“四小”对外投资的三大热点简析

近年来,特别是进入九十年代后,随着亚太地区新的产业分工格局的形成,以及处于转型期经济的结构调整,亚洲“四小”的对外直接投资迅速扩大,东南亚地区、苏联与东欧及中国内地则成为它们投资的三大热点,日益为世人所瞩目。一、第一大热点:东南亚地区亚洲“四小”的对外直接投资始于六十年代前后。六十年代至七十年代初,它们的对外直接投资基本上集中在东南亚地区,七十年代中期以后逐步转向以美国为主的西方国家。     

Enterprise Zones: Incentive or Intervention?

In an attempt to revive employment in the regions of the UK the Government has introduced a series of Enterprise Zones and Free Parts in recent years. Peter Stoney, Lecturer in Economics and Business Studies at the University of Liverpool, argues that not only is the case in favour of such 'incentives' unprovable, but they do much to disguise the fundamental economic ills of the areas where they have been sited.