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Cited by 3,236Emotional Labor in ProfessionsEmployment, Labor, and Gender StudiesHistory of Emotions Research

The Managed Heart: Commercialization of Human Feeling

Hochschild, Arlie Russell·2012·University of California Press eBooks
DOI 10.1525/9780520951853
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Abstract

In private life, we try to induce or suppress love, envy, and anger through deep acting or "emotion work," just as we manage our outer expressions of feeling through surface acting. In trying to bridge a gap between what we feel and what we "ought" to feel, we take guidance from "feeling rules" about what is owing to others in a given situation. Based on our private mutual understandings of feeling rules, we make a "gift exchange" of acts of emotion management. We bow to each other not simply from the waist, but from the heart. But what occurs when emotion work, feeling rules, and the gift of exchange are introduced into the public world of work? In search of the answer, Arlie Russell Hochschild closely 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. Just as we have seldom recognized or understood emotional labor, we have not appreciated its cost to those who do it…

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  • Negative experiences with moderation were largely attributed to the deep acting and emotional labor of moderation work and the inadequate support received from the broader project community.

    “These negative experiences were largely attributed to two factors: the deep acting and emotional labor [46] of moderation work and the inadequate support received from the broader project community.”

    From Paradoxes of Openness: Trans Experiences in Open Source Software (2024) · cites this paper as [46]

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Authors
Hochschild, A. R.
Corresponding author
Hochschild, Arlie Russell
Venue
University of California Press eBooks
Publisher
University of California Press
Published
2012-03-31
DOI
10.1525/9780520951853
OpenAlex
W1490676200
Cited by
3,236
References
0
Citations by year
2026: 347 · 2025: 242 · 2024: 236 · 2023: 169 · 2022: 165 · 2021: 188 · 2020: 189 · 2019: 141 · 2018: 102 · 2017: 111 · 2016: 98 · 2015: 136 · 2014: 155 · 2013: 126 · 2012: 104
FWCI
160.50
Type
book
Language
en
Open access
closed
Locations
University of California Press eBooks (publishedVersion)
Topics
  • Social Sciences › Sociology and Political Science › Emotional Labor in Professions
  • Social Sciences › Safety Research › Employment, Labor, and Gender Studies
  • Social Sciences › Arts and Humanities › History › History of Emotions Research
Keywords
emotional labor, feeling rules, surface acting, flight attendants, occupational stress, customer service

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