Emotional Labour and Santa Claus
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Author(s)
Clarke, Peter
Sullivan Mort, Gillian
Year published
2008
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Show full item recordAbstract
Santa Claus is jovial and conveys positive and esteem-enhancing emotions to customers through philanthropic emotional management. Santa school produces professional Santa Claus actors who follow narrowly prescribed training and adhere to display rules for uniformity of delivery, look and purpose of performance. This study of 11 Santa actors investigates the emotional labour associated within a servicescape and public relations environment. The implications suggest that the performance of Santa Claus is contingent on good training, strong personal values and a willingness to interact with visitors in a flexible, yet purposeful ...
View more >Santa Claus is jovial and conveys positive and esteem-enhancing emotions to customers through philanthropic emotional management. Santa school produces professional Santa Claus actors who follow narrowly prescribed training and adhere to display rules for uniformity of delivery, look and purpose of performance. This study of 11 Santa actors investigates the emotional labour associated within a servicescape and public relations environment. The implications suggest that the performance of Santa Claus is contingent on good training, strong personal values and a willingness to interact with visitors in a flexible, yet purposeful manner.
View less >
View more >Santa Claus is jovial and conveys positive and esteem-enhancing emotions to customers through philanthropic emotional management. Santa school produces professional Santa Claus actors who follow narrowly prescribed training and adhere to display rules for uniformity of delivery, look and purpose of performance. This study of 11 Santa actors investigates the emotional labour associated within a servicescape and public relations environment. The implications suggest that the performance of Santa Claus is contingent on good training, strong personal values and a willingness to interact with visitors in a flexible, yet purposeful manner.
View less >
Conference Title
ANZMAC 2008 (Proceedings of the Australian & New Zealand Marketing Academy Conference)
Publisher URI
Copyright Statement
© The Author(s) 2008. The attached file is posted here with permission of the copyright owners for your personal use only. No further distribution permitted. For information about this conference please refer to the publisher's website or contact the authors.
Subject
Marketing not elsewhere classified