誰可以成為空服員？—情緒勞動與性別化的生產政治

Who are qualified flying attendants?

劉惠純(Hui-Chun Liu)

指導教授 ： 謝國雄

國立臺灣大學/社會科學院/社會學研究所/碩士(2008年)

https://doi.org/10.6342/NTU.2008.00532

摘要

本論文旨在探討情緒勞動在職場經驗上的日常實作，以本國空服員的工作經驗為例，從情緒勞動中「互動」這個面向出發，試圖揭露並比較情緒勞動與其他勞動體制的異同。而本文以性別化的生產政治及情緒勞動為主軸，選擇空服員為研究個案，試圖從空服員的日常勞動中，掌握服務性工作的情緒勞動是如何為職場經驗所建構。

本研究試圖回答這些問題，誰可以成為空服員？情緒勞動是個什麼樣的勞動體制？性別與生產政治、勞動體制的關連性，以及工作中的共識/抵抗樣貌。

勞動者的馴服與抵抗如何在工作中同時並存，在資本主義的商品體制下，身體與情感演出必須遵守一定的腳本在勞動現場的前台行禮如儀，前台演出是一種個人參與的集體創造工作，然而因為有了前台情緒勞動與後台情緒工作的角色區隔，使得後台成為背景不斷烘托並維繫前台的正常演出。然而前/後台的界線並非永遠不變，界線會在勞動現場中不斷翻動、挪移。

關鍵字

情緒勞動 ； 前台 ； 後台 ； 志願性順服

並列摘要

This thesis focuses on the concept “emotional labor” and its practice on working experience. I did filed research and intensive interview on flying attendants to observe and understand their daily working experience. This thesis wants to explore the emotional laboring process and find the relationship between consensus and resistance. Besides, it also constructs a understanding to politics of production.

The conclusion is that the consensus and resistance is highly related under modern capitalism. The body and feeling rules showed the rules of interaction on daily working process. The feeling of emotion is monitored by the manager also self-monitoring by workers. It is spotlighted by the daily presentation at workplace. The front stage is a collective creative job, the line between front stage and back stage is not persistent, but fluid on working spot.

並列關鍵字

emotional labor ； politics of production ； consensus

參考文獻

2002 〈找回文化：勞動市場中制度與結構的性別化過程（研究紀要）〉，《台灣社會學刊》，29: 97-125

Acker, Joan

1990 “Hierarchies, Jobs, Bodies: A Theory of Gendered Organizations. ” Gender & Society, 4(2):139-158

Adkins, Lisa

1995 Gendered Work: Sexuality, Family and the Labour Market, Philadelphia: Open University Press.