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Synopsis: 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.
From the Inside Flap:
Praise for the first edition:
"Profoundly original...terribly important."—Studs Terkel
"The Managed Heart is written so accessibly that it appeals to both the academic and the general reader."—Gail Sheehy, New York Times Book Review
"Perceptive study of 'emotional labor'—jobs like those of [flight attendants], in which workers are trained to use emotion as actors do, but who...often end up unsure of what they really feel."—New York Times Books of the Year, 1983
"A worthy study of the high, and often hidden, personal costs that people in certain occupations pay for agreeing to treat their feelings as merchandise."—San Jose Mercury News
Title: Managed Heart: Commercialization of Human ...
Publisher: University of California Press
Book Condition: New
Book Description University of California Press, 1983. Hardcover. Condition: Acceptable. This is a used book. It may contain highlighting/underlining and/or the book may show heavier signs of wear . It may also be ex-library or without dustjacket. Seller Inventory # mon0002592403
Book Description University of California Press, 1983. Hardcover. Condition: Good. Missing sleave case Great reading/study copy. May have highlights and/or notes. Ships Fast! Satisfaction Guaranteed!. Seller Inventory # mon0000607886
Book Description University of California Press. Hardcover. Condition: VERY GOOD. Light rubbing wear to cover, spine and page edges. Very minimal writing or notations in margins not affecting the text. Possible clean ex-library copy, with their stickers and or stamp(s). Seller Inventory # 2916200666
Book Description University of California Press, 1992. Condition: Good. A+ Customer service! Satisfaction Guaranteed! Book is in Used-Good condition. Pages and cover are clean and intact. Used items may not include supplementary materials such as CDs or access codes. May show signs of minor shelf wear and contain limited notes and highlighting. Seller Inventory # 0520048008-2-4
Book Description University of California Press, 1983. Hardcover. Condition: Used: Good. Seller Inventory # SONG0520048008
Book Description University of California Press. Hardcover. Condition: Fine. 0520048008 Like New Condition. Seller Inventory # LN7.0199464
Book Description University of California Press, U.S.A., 1983. Hardcover. Condition: Fine. Dust Jacket Condition: Very Good. Clean unopened copy with bright new covers. Jacket with light shelfwear and is price-clipped. Benefits the Friends of the Albany, CA library. Seller Inventory # 030994
Book Description University of California Press, 1983. Hardcover. Condition: Good. Second Printing. Ships with Tracking Number! INTERNATIONAL WORLDWIDE Shipping available. May not contain Access Codes or Supplements. May be ex-library. Shipping & Handling by region. Buy with confidence, excellent customer service!. Seller Inventory # 0520048008q
Book Description University of California Press, 1983. Hardcover. Condition: Very Good. Great condition with minimal wear, aging, or shelf wear. Seller Inventory # P020520048008
Book Description University of California Press, 1983. Hardcover. Condition: Like New. Almost new condition. Seller Inventory # P010520048008