摘要
在以情感劳动为代表的服务业劳动过程兴起的过程中,茶艺师的情感劳动形态有待研究。建立在福建省厦市田园茶叶公司40天参与观察基础上,研究从社会网络视角出发,带信任演化理论于情感劳动研究,发现了茶艺师情感劳动过程中从浅层表演到深层表演发展的三阶段信任演化形态:谋算阶段,主动、热情地与潜在客户联络,建立联系;了解阶段,察言观色、"对症下药",逼定客户买茶;认同阶段,和客户交朋友,经营人脉。本研究呈现了茶艺师的工作模式和劳动形态,丰富、具体化了茶艺师情感劳动从浅层表演到深层表演的三个阶段和形态。
In the rise of labor process study in the service sector, emotional labor becomes an important research field. However,the form of tea specialists＇ emotional labor has not been studied yet. Based on 40 days＇ participant observation in Tianyuan Tea Company in Xia City, Fu Jian Province, this article brings trust evolution theory into emotional labor study and finds out the tea specialists＇ three stages of trust evolution in the process of emotional labor, which develops from surface acting to deep acting. The deterrence stage is to social with potential customers in an active and enthusiastic way to establish contact. The knowledge stage is to let the customers have to buy tea by knowing their features and take corresponding measures. The identification stage is to make friends with clients to increase social capital. This article presents the tea specialists＇ work patterns and points out the three stages of their emotional labor from surface acting to deep acting.
基金
国家社科基金重大项目"现代社会信任模式与机制研究"(11&ZD149)
中国博士后科学基金项目(2015M582629)
西安交通大学"新教师科研支持计划"项目
关键词
茶艺师
情感劳动
信任演化
tea specialist
emotional labor
trust evolution
