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Internal Marketing

S/M/49. Re-conceptualising the organization as a chain of exchanges, activities and actions transacted by internal suppliers and customers (Enos, Cullinane and Skinner 2001), ultimately aids the staff in rendering emotional labour. Critically appraise t

WORDS:

7500

DATE:

2004

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79.99 GBP

It has been argued that re-conceptualising the organization as a series of exchanges ultimately aids employees in rendering emotional labour (EL). With the aim of determining the extent to which this statement can be consider valid, this paper undertakes firstly a literature review of the emotional labour concept, even of the different approaches to its consequences and of the kind of managerial approach to employees' emotions elaborated by Bolton (2003). Secondly a literature review of the concept of internal marketing is carried out and then argument and counter-arguments to the statement, which represents the main focus of this paper, are articulated. Finally, on the basis of the previous knowledge acquired throughout the paper reasonable conclusions are presented.

KEYWORDS: re-conceptualising, organization, chain, exchanges, activities, actions, transacted, internal, suppliers, customers, enos, cullinane, skinner, ultimately, aids, staff, rendering, emotional, labour, critically, appraise,