ABSTRACT
Employees in their work also have to maintain control over their customers, and may lose it in circumstances beyond their control (Adib and Guerrier, 2001). Tour reps provide emotional labour and act as agents of power (Foucault, 1979). When something goes wrong they are most likely to see resistance from the targets of power – the tourist. Case study 2.8 illustrates how the space in which they have to work, the knowledge and information at their disposal, and their status are key determining factors of the extent to which resistance can be contained.
