Emotions at Work

surrounding culture affect how that control is discussed and conceived.

Tables and Figures

xv

Abbreviations

xvi

Introduction

1

(5)

The Study of Organizational Cultures

6

(6)

`Japan' Meets ``America'': A Journey for Real Between Two Imaginaries

12

(1)

The Global and the Local

13

(4)

The Public and the Private

17

(4)

The Rational and the Emotional

21

(7)

Japan's Organizational Cultures Today

28

(3)

Design, Devotion, and Defiance: The Study of Organizational Cultures in Japan and America

31

(24)

Devotion and Design in the Japanese Context

34

(2)

Japanese Style Management in American Eyes

36

(1)

Defying the Hegemony of Design and Devotion

37

(4)

Emotion The Cultural Management as a Critical Perspective

41

(3)

Context of Emotion Management

44

(11)

Emotional Genesis: Enterprise Unionism in Ideology and Practice

55

(28)

The Ideology of Managerial Paternalism

56

(4)

Paternalism and Workers' Quest for Dignity

60

(2)

Paternalism and Scientific Management

62

(3)

Paternalism in Postwar Workplace Culture

65

(5)

Enterprise Unionism Today: Alternative Forms, Same Emotions?

70

(3)

The National Union of General Workers

73

(4)

Co-partnership Management

77

(6)

Normative Control in Blue-Collar Workplace Cultures

83

(65)

Quality Circles as a Mechanism of Normative Control

83

(5)

QCCs as Norm-Processors

88

(12)

QCCs in Japan and the United States

100

(6)

Transplant Cultures in the U.S. Auto Industry

106

(1)

The Toyota Prototype: Life in an Auto Factory

107

(4)

Management by Stress

111

(3)

Just-in-Time/Total Quality Control as a Normative Order in ``Japanized'' Auto Plants

114

(3)

Just-in-Time/Total Quality Control and Workers' Emotions in Japan and the United States

117

(5)

Life at the Transplant

122

(1)

Training for Teamwork

123

(3)

Domesticating Japanese-Style Management

126

(4)

Emotional Numbness and Emotional Resistance

130

(4)

The Gendered Side of Paternalism: Blue- Collar Women

134

(4)

Women Workers and the Culture of Ryosai Kenbo

138

(3)

The ``New Life'' Movement

141

(4)

Mutual Trust and Public Apologies

145

(3)

Office Rules: The World of the Salaryman and the Office Lady

148

(48)

White-Collar Work in (Western) Sociological Perspective

148

(2)

The Professional Practice of Japanese Management: An Overview

150

(4)

For Harmony and Stress: Normative Practices in the Office

154

(6)

The Office Group as a Social World

160

(20)

The Office Lady

180

(16)

Part-time Service Work and the Consummation of Emotion Management

196

(43)

The McDonaldization of the Japanese Service Industry

198

(6)

`Smile Training' in the United States and Japan

204

(4)

The Warm Heart; Tokyo Dome's Behavior Campaign

208

(5)

Tokyo Dome Hotel

213

(2)

``Service with a Smile'': An The Case of American Convenience Store Chain

215

(5)

Disneyland

220

(6)

Disney and Emotion Management

226

(2)

The Practice of Sales Ladies and ``Counter Culture''

228

(2)

Service Acting

230

(9)

The End of the Road?

239

(14)

Emotion Management Across Work Settings

242

(3)

The Influence of Local Culture on Organizational and Workplace Cultures

245

(8)

Reference Matter

Works Cited

253

(22)

Index

275

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Summary

Table of Contents

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