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Title Bureaucratic Regulation and Emotional Labor: Implications for Social Services Case Management
Publication Date
Degree MA
Discipline/Department Sociology
Degree Level thesis
University/Publisher Georgia State University
Abstract Abstract This paper examines Family and Independence Case Managers in the social services in Atlanta, GA, as they negotiate a highly bureaucratized benefit delivery system that undervalues the emotional costs inherent in its operation. I begin with an examination of Weber’s (1946) theories of bureaucracy, as typified by three components of authority and control in the office. I proceed to Ritzer’s (2004) theory of “McDonaldization,” which advances Weber’s explication of ideal types of bureaucracy by highlighting four institutionalized dimensions of the corporate business model<strong>.</strong> Then, by incorporating Hochschild’s (1983) discussion of emotional labor, I include an analysis of the impact of emotional labor on workers’ experiences. I use a snowball sampling strategy, interviewing ten former colleagues. By employing the use of in-depth interviews, I attempt to provide an accurate depiction of the work-lives of these case managers and of the struggles they face in relation to their work and to themselves.
Subjects/Keywords Bureaucracy; McDonaldization; Emotional Labor; Casework; Sociology
Contributors Dr. Deirdre Oakley; Dr. Griff Tester; Dr. Adia Harvey-Wingfield
Country of Publication us
Record ID oai:scholarworks.gsu.edu:sociology_theses-1029
Repository georgia-state
Date Retrieved
Date Indexed 2018-01-11
Created Date 2012-05-05 07:00:00

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