- Hardcover: 307 pages
- Publisher: University of California Press (1 July 1992)
- Language English
- ISBN-10: 0520048008
- ISBN-13: 978-0520048003
- Product Dimensions: 21.6 x 15.5 x 3 cm
- Average Customer Review: 5.0 out of 5 stars See all reviews (1 customer review)
- Amazon Bestsellers Rank: 1,737,810 in Books (See Top 100 in Books)
The Managed Heart
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Review
"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
--This text refers to an out of print or unavailable edition of this title.
Product Description
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 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 it 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.
--This text refers to an out of print or unavailable edition of this title.
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First Sentence
In a section in Das Kapital entitled "The Working Day," Karl Marx examines depositions submitted in 1863 to the Children's Employment Commission in England. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
In a section in Das Kapital entitled "The Working Day," Karl Marx examines depositions submitted in 1863 to the Children's Employment Commission in England. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Most Helpful Customer Reviews
Format:Paperback|Amazon Verified Purchase
For anyone interested in organisational behaviour, this is a great read. It looks at theory but also has real life examples. Easy read and very educational.
Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com:
3 reviews
29 of 33 people found the following review helpful
Defines and highlights the effects of emotional labor.
15 Sep 1998
Format:Paperback
Using the experiences of flight attendants, the author describes the stresses and effects of on-the-job "emotional labor". She also describes how dehumanizing such labor can be in an atmosphere of gender inequality, socioeconomic inequality, and the increasing rationalization of the workplace in the corporate pursuit of profits. An excellent and interesting read.
5 of 5 people found the following review helpful
exemplary emotions study
24 Feb 2011
Format:Paperback
Arlie Hochschild's research often brings out the most interesting aspects of our mundane practices. Here, primarily by analyzing the experiences of airline stewardesses, Hochschild tackles the question of what happens when, in our hyper consumer culture, one's emotions become commodified, when our feelings become a product? For service industries - hence the stewardesses - Hochschild finds that it isn't just delivering drinks that is part of the product; it is also one's smile and positive attitude that is similarly included (no matter how much you might want to dump a drink on the guy in the second row). As one can likely imagine, emotional commercialization doesn't lead to the best of outcomes: burnout and an inability to parse out on-stage and off-stage emotions.
This book is great for those interested in sociology of emotions, the effects of modernizations and commercialization, and anyone hankering for another reason to not like consumer culture. For me, this book stands as a model for what good sociological writing can be like: insightful, entertaining and inspiring.
This book is great for those interested in sociology of emotions, the effects of modernizations and commercialization, and anyone hankering for another reason to not like consumer culture. For me, this book stands as a model for what good sociological writing can be like: insightful, entertaining and inspiring.
4 of 24 people found the following review helpful
Great
4 July 2000
Format:Paperback
Fantastic work, great research...,great Subject, but need a follow up Book...to see how things are done now at DL...
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