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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/25979

Title: Austerity policing, emotional labour and the boundaries of police work: an ethnography of a police force control room in England
Authors: Lumsden, Karen
Black, Alex
Keywords: Austerity
Control room
Emotional labour
Issue Date: 2018
Publisher: Oxford University Press © Centre for Crime and Justice Studies
Citation: LUMSDEN, K. and BLACK, A., 2018. Austerity policing, emotional labour and the boundaries of police work: an ethnography of a police force control room in England. British Journal of Criminology, 58 (3), pp.606–623.
Abstract: This article discusses the changing role of policing in an era of austerity from the perspective of frontline civilian police staff (call handlers and dispatchers) in a force control room (FCR). It draws on a symbolic interactionist framework and the concept of emotional labour (Hochschild 1979; 1983[2012]) in order to explore the emotional responses and strategies engaged in by staff when responding to 101 non-emergency calls and 999 emergency calls. The clash of public and police expectations, and the emotional labour expended when managing this clash, provide a valuable insight into the frontline staff perspective on the changing role of the police under austerity. Data is drawn from ethnographic fieldwork in the control room of a police force in England.
Description: Closed access until 6 April 2020.
Sponsor: The study was funded via a College of Policing / HEFCE Policing Knowledge Fund (Grant No. J04).
Version: Accepted for publication
DOI: 10.1093/bjc/azx045
URI: https://dspace.lboro.ac.uk/2134/25979
Publisher Link: http://dx.doi.org/10.1093/bjc/azx045
ISSN: 0007-0955
Appears in Collections:Closed Access (Communication, Media, Social and Policy Studies)

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