The Work of Sales Representatives in the Context of Interactions and Work with Emotions

Beata Pawłowska

doi:10.18778/1733-8077.16.4.05

Authors

Beata Pawłowska University of Lodz, Poland https://orcid.org/0000-0001-8335-9040

DOI:

https://doi.org/10.18778/1733-8077.16.4.05

Keywords:

Job, Profession, Sales Representative, Emotional Labor, Work with Emotions, Managing Emotions, Symbolic Interactionism, Unstructured Interview, Observation, Sociology of Emotions

Abstract

The article aims to present the interactional encounters undertaken within their professional context by the studied group of Polish sales representatives concerning their emotions and emotional work. It is an internally diverse group made of individuals skillful in managing their emotions, as well as the ones of others. Additionally, the professional group at hand is purposefully trained to acquire skills in the area of managing emotions. The concepts of Everett Hughes (1958) concerning work, Arlie Hochschild (1983) in the context of emotional labor, Anselm Strauss (1993) pointing to the coexistence of emotions and action, and Robert Prus (1997) on the contextual nature of social life are the theoretical underpinning of the article. They all derive from the interpretative paradigm and fit into the theoretical premises of symbolic interactionism, assuming the constant construction of social reality as a result of interactions undertaken by social actors (see: Blumer 2007). It is the nature of their interactions with customers, colleagues, and direct and indirect superiors that determines the specificity of a sales representative’s work situation. The analyses presented in the article are based on qualitative research using unstructured interviews, conversational interviews, and observations.

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Author Biography

Beata Pawłowska, University of Lodz, Poland

Beata Pawłowska is an Associate Professor of humanities and science in the field of sociology. A sociology and psychology graduate (specializing in Human Resources Management [HRM]). She works at the Department of Sociology of Organization and Management, Institute of Sociology, Faculty of Economics and Sociology, University of Lodz. A researcher of organizational culture currently focused on emotional behavior(s) within the professional contexts. She is a member of many research teams and a post-graduate Lecturer in coaching, HRM, and public relations. She is the Head of postgraduate studies Effective Public Sector Manager. She is particularly interested in issues regarding emotions in the work environment, including the educational environment. She has authored several books, among others, Network marketing. Kulturowe i osobowościowe wyznaczniki uczestnictwa w Amway [Network Marketing. Cultural and Personality Determinants of Participation in Amway] (2011, Wydawnictwo Uniwersytetu Łódzkiego, Lodz, ISBN: 978-83-7525-600-0) and Emocje społeczne w pracy nauczyciela i przedstawiciela handlowego [Social Emotions in the Work of Teachers and Sales Representatives] (2013, Wydawnictwo Uniwersytetu Łódzkiego, Lodz, ISBN: 978-83-7525-312-2).

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