The managed heart : commercialization of human feeling
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
Print Book, English, ©1983
University of California Press, Berkeley, ©1983
xii, 307 pages ; 22 cm
9780520048003, 9780520054547, 0520048008, 0520054547
9280843
PrefaceAcknowledgementsPART ONE: Private LifeExploring the Managed HeartFeeling as ClueManaging FeelingFeeling RulesPaying Respects with Feeling: The Gift ExchangePART TWO: Public LifeFeeling Management: From Private to Commercial UsesBetween the Toe and the Heel: Jobs and Emotional LaborGender, Status, and FeelingThe Search for AuthenticityAPPENDIXES:Models of Emotion: From Darwin to GoffmanNaming FeelingJobs and Emotional LaborPositional and Personal Control SystemsNotesBibliographyIndex