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 for a living. 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. On the basis of this book,
Hochschild was featured in Key Sociological Thinkers, edited by Rob
Stones. This book was also the winner of the Charles Cooley Award
in 1983, awarded by the American Sociological Association and
received an honorable mention for the C. Wright Mills Award.
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