RT Article
T1 Austerity policing, emotional labour and the boundaries of police work: an ethnography of a police force control room in England
JF The British journal of criminology
VO 58
IS 3
SP 606
OP 623
A1 Lumsden, Karen
A2 Black, Alex
LA English
YR 2018
UL https://krimdok.uni-tuebingen.de/Record/1572338369
AB 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 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 are drawn from ethnographic fieldwork in the control room of a police force in England.
K1 Austerity
K1 Civilianization
K1 Control room
K1 Emotion
K1 Ethnography
K1 Policing
K1 Polizei
K1 Einsparungen
K1 Folgen
K1 Polizeinotrufanlage
DO 10.1093/bjc/azx045