But I Would Like to Try This! Persuading and Resisting with Emotion
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CitationAromaa Eeva. Eriksson Päivi. Montonen Tero. (2017). But I Would Like to Try This! Persuading and Resisting with Emotion. Leveraging Human Resources for Humanizing Management Practices and Fostering Entrepreneurship, 177-186.
The research case focuses on sensemaking and emotionality in the context of service innovation. More specifically, we examine how the leader and the employees make sense of a new online service through their emotional performances. The theoretical background integrates the sensemaking literature with the performative approach to emotional labour. The participant observation, field notes and videotaped data from organisational meetings was analysed with qualitative content analysis. The analysis elaborates on how the social meanings of the new service were negotiated in a process in which the leader made an effort to persuade the employees to adopt the new service. The findings show that, in order to maintain her own and the company’s identity as an innovator, the leader developed “emotional Teflon” (Sigford, 2005) to allow employees’ resistance to slide off her positive emotional performances.