Ticket inspectors use emotion displays of sympathy and dominance to manage status dynamics in passenger encounters

Research output: Contribution to journal › Journal article › Research › peer-review

Standard

Ticket inspectors use emotion displays of sympathy and dominance to manage status dynamics in passenger encounters. / Friis, Camilla Bank.

In: Current Sociology, 13.06.2023.

Research output: Contribution to journal › Journal article › Research › peer-review

Harvard

Friis, CB 2023, 'Ticket inspectors use emotion displays of sympathy and dominance to manage status dynamics in passenger encounters', Current Sociology. https://doi.org/10.1177/00113921231176582

APA

Friis, C. B. (2023). Ticket inspectors use emotion displays of sympathy and dominance to manage status dynamics in passenger encounters. Current Sociology. https://doi.org/10.1177/00113921231176582

Vancouver

Friis CB. Ticket inspectors use emotion displays of sympathy and dominance to manage status dynamics in passenger encounters. Current Sociology. 2023 Jun 13. https://doi.org/10.1177/00113921231176582

Author

Friis, Camilla Bank. / Ticket inspectors use emotion displays of sympathy and dominance to manage status dynamics in passenger encounters. In: Current Sociology. 2023.

Bibtex

@article{822f0de7b6b04f2987803607128fe3e6,
title = "Ticket inspectors use emotion displays of sympathy and dominance to manage status dynamics in passenger encounters",
abstract = "Research shows that people use emotions to manage service encounters. Little research has examined how rule enforcers manage status with different emotion displays. This article conceptualizes emotion displays as defensive and protective strategies to study how rule enforcers use emotions to control status dynamics in contested encounters. Based on 30 body-worn camera-recorded ticket-fining events and 11 interviews, the analysis shows that inspectors use emotion strategies of displaying dominance and giving and claiming sympathy to manage situations and negotiate status. Feeling rules prescribe inspectors to avoid conflict escalation and personal investment, yet rule enforcement involves interpersonal contests with emotional tension that makes emotional investment difficult to avoid. The findings yield insights into microprocesses of emotion management with an appreciation of the strategic use of emotion displays and their relation to micro-level status dynamics. The article discusses the prospects of studying the microprocesses of negotiating status and its methodological implications.",
keywords = "Faculty of Social Sciences, Contested encounters, defensive strategies, emotion management, microsociology, protective strategies",
author = "Friis, {Camilla Bank}",
year = "2023",
month = jun,
day = "13",
doi = "10.1177/00113921231176582",
language = "English",
journal = "Current Sociology",
issn = "0011-3921",
publisher = "SAGE Publications",

}

RIS

TY - JOUR

T1 - Ticket inspectors use emotion displays of sympathy and dominance to manage status dynamics in passenger encounters

AU - Friis, Camilla Bank

PY - 2023/6/13

Y1 - 2023/6/13

N2 - Research shows that people use emotions to manage service encounters. Little research has examined how rule enforcers manage status with different emotion displays. This article conceptualizes emotion displays as defensive and protective strategies to study how rule enforcers use emotions to control status dynamics in contested encounters. Based on 30 body-worn camera-recorded ticket-fining events and 11 interviews, the analysis shows that inspectors use emotion strategies of displaying dominance and giving and claiming sympathy to manage situations and negotiate status. Feeling rules prescribe inspectors to avoid conflict escalation and personal investment, yet rule enforcement involves interpersonal contests with emotional tension that makes emotional investment difficult to avoid. The findings yield insights into microprocesses of emotion management with an appreciation of the strategic use of emotion displays and their relation to micro-level status dynamics. The article discusses the prospects of studying the microprocesses of negotiating status and its methodological implications.

AB - Research shows that people use emotions to manage service encounters. Little research has examined how rule enforcers manage status with different emotion displays. This article conceptualizes emotion displays as defensive and protective strategies to study how rule enforcers use emotions to control status dynamics in contested encounters. Based on 30 body-worn camera-recorded ticket-fining events and 11 interviews, the analysis shows that inspectors use emotion strategies of displaying dominance and giving and claiming sympathy to manage situations and negotiate status. Feeling rules prescribe inspectors to avoid conflict escalation and personal investment, yet rule enforcement involves interpersonal contests with emotional tension that makes emotional investment difficult to avoid. The findings yield insights into microprocesses of emotion management with an appreciation of the strategic use of emotion displays and their relation to micro-level status dynamics. The article discusses the prospects of studying the microprocesses of negotiating status and its methodological implications.

KW - Faculty of Social Sciences

KW - Contested encounters

KW - defensive strategies

KW - emotion management

KW - microsociology

KW - protective strategies

U2 - 10.1177/00113921231176582

DO - 10.1177/00113921231176582

M3 - Journal article

JO - Current Sociology

JF - Current Sociology

SN - 0011-3921

ER -

ID: 344847637