Title: The Managed Heart
First published: 1983
Description: Arlie Hochschild examines two groups of public-contact workers: flight attendants and bill collectors. The flight attendant's job is to deliver a service and create further demand for it, 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." Between these extremes, roughly one-third of American men and one-half of American women hold jobs that call for substantial emotional labor. In many of these jobs, they are trained to accept feeling rules and techniques of emotion management that serve the company's commercial purpose. Like a physical laborer who becomes estranged from what he or she makes, an emotional laborer, such as a flight attendant, can become estranged not only from her own expressions of feeling (her smile is not "her" smile), but also from what she actually feels (her managed friendliness). This estrangement, though a valuable defense against stress, is also an important occupational hazard, because it is through our feelings that we are connected with those around us.
Subjects: Economic aspects, Economic aspects of Emotions, Emotions, Employee motivation, Psychological aspects, Psychological aspects of Work, Work, Kommerzialisierung, Vervreemding, Aspectos psicológicos, Motivation, Aspect psychologique, Arbeid, Motivación, Aspect économique, Trabajo, Émotions, Travail, Gefühl, Arbeitnehmer, Emoties, Personnel, Empleados, Psychology, applied, Work, psychological aspects, Emotions--economic aspects, Work--psychological aspects, Bf531 .h62 1983, 152.4, Sangyo shinrigaku, Description and travel
LC classification: BF531 .H62 1983