资本控制与个体自主——对国内空姐情感劳动的实证研究

Capital Control and Individual Personal Autonomy:Chinese Domestic Female Flight Attendants' Emotional Labor

采用"劳动力—资本—消费者"三方关系的分析框架,基于对现有文献的梳理和对田野访谈材料的分析,文章以空姐的情感劳动为切入点,试图探讨劳动过程中的资方支配与劳方抗争。研究发现:航空公司以女性气质为标准选拔、培训空姐,并利用"真乘客"与"假乘客"对其劳动过程进行控制和监督,创造出一种资本的形式不在场但实则在场的"全景式"监督模式;乘客需求的差异性为空姐的自主情感劳动提供了客观可能性,表现在空姐借助自身女性特质和中国人际互动特性,灵活地对个体乘客投入情感并采用多样的反抗形式。本文认为,在服务业中,消费者与资本之间既有合谋又有分离,这一特点一方面形塑了资本对劳动控制的新特点,另一方面又为劳动者的个人自主提供了可能性。

Using ＂labor-capital-consumer＂ three-ways relationship as analytical framework, this study examines the emotional labor of female flight attendants based on reviews of existing literature and the findings from interviews in order to reveal the resistance of labor vs. control of capital. This study shows that airline companies select and train female flight attendants based on feminity and monitor their work by using ＂fake customers＂ as ＂real customers＂ creating a model of control of labour by capital without the presence of capital. Differences in customers＇ demand make it possible for female flight attendants to apply emotional labor, who creatively interact with customers and find ways to resist control. This study argues that in service industry, customers and capital unite at some aspects but separate at other aspects. This phenomenon helps create new characteristics of capital control of labor, on one hand, and on the other, make it possible for laborers to exercise personal autonomy.