The Managed Heart: Commercialization of Human Feeling
by Arlie Russell Hochschild
Category: FAMILY & RELATIONSHIPS

The flight attendant's job is to deliver a service, to enhance the status of the customer and be nicer than natural. The bill collector's job is to collect on the service, and if necessary, to deflate the status of the customer by being nastier than natural. This book examines these two groups of workers through the concept of emotional labour.