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The Managed Heart: Commercialization of Human Feeling Paperback – 13 April 2012
by
Arlie Hochschild
(Author)
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| Paperback, 13 April 2012 | £13.98 | — | £13.98 |
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.
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.
- ISBN-100520272943
- ISBN-13978-0520272941
- Edition3rd
- PublisherUniversity of California Press
- Publication date13 April 2012
- LanguageEnglish
- Dimensions13.97 x 2.29 x 20.96 cm
- Print length339 pages
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Product description
Review
"Hochschild's work is significant for its illumination of new, disturbing, and everyday alienations of consciousness and feeling. Among other things, her line of inquiry suggests a new understanding of the social construction of gender and its relation to capitalism and power."-- "Signs"
"This is an important work. It is an interesting and provocative introduction to a crucial topi that deserves further research and thought."-- "Academy of Management Review"
"The Managed Heart 's impact was--and still is--profound. It has probably done more than any other single publication to ignite and shape the exponential growth of the sociology of emotions--especially emotion is organisations."-- "Culture and Organization"
"'The Managed Heart' is written so accessibly that it appeals to both the academic and the general reader. It is best when it delineates how and why we manage our emotions according to our gender or social class."-- "New York Times"
"[The] book is topically informative, critical of capitalism in a fresh way, and illuminating on the gender issue in emotions."-- "American Journal of Sociology"
"Hochschild [has] developed a language to identify how both feeling and time are transformed into commodities to be used in the service of capital."-- "Theory & Event"
"On the whole, this is a superb book. Hochschild has tackled a heretofore largely ignored dimension of human social existence."-- "Social Forces"
"This is a finely crafted study of the work and inner lives of airline flight attendants. . . . strongly recommend[ed] to everyone, not just to specialists on emotions."-- "Contemporary Sociology"
"This is an important work. It is an interesting and provocative introduction to a crucial topi that deserves further research and thought."-- "Academy of Management Review"
"The Managed Heart 's impact was--and still is--profound. It has probably done more than any other single publication to ignite and shape the exponential growth of the sociology of emotions--especially emotion is organisations."-- "Culture and Organization"
"'The Managed Heart' is written so accessibly that it appeals to both the academic and the general reader. It is best when it delineates how and why we manage our emotions according to our gender or social class."-- "New York Times"
"[The] book is topically informative, critical of capitalism in a fresh way, and illuminating on the gender issue in emotions."-- "American Journal of Sociology"
"Hochschild [has] developed a language to identify how both feeling and time are transformed into commodities to be used in the service of capital."-- "Theory & Event"
"On the whole, this is a superb book. Hochschild has tackled a heretofore largely ignored dimension of human social existence."-- "Social Forces"
"This is a finely crafted study of the work and inner lives of airline flight attendants. . . . strongly recommend[ed] to everyone, not just to specialists on emotions."-- "Contemporary Sociology"
About the Author
Arlie Russell Hochschild is a Professor of Sociology at the University of California, Berkeley. She is the author of three New York Times Book Review Notable Books of the Year, including The Second Shift, The Managed Heart, and The Time Bind. She has received numerous awards and grants ranging from Fulbright and Guggenheim Fellowships to a three-year research grant from the National Institute of Public Health. Her articles have appeared in Harper's, Mother Jones, and The New York Times Magazine, among others. She lives in San Francisco with her husband, the writer Adam Hochschild; they have two sons
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Product details
- Publisher : University of California Press; 3rd edition (13 April 2012)
- Language : English
- Paperback : 339 pages
- ISBN-10 : 0520272943
- ISBN-13 : 978-0520272941
- Dimensions : 13.97 x 2.29 x 20.96 cm
- Best Sellers Rank: 53,522 in Books (See Top 100 in Books)
- Customer reviews:
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Reviewed in the United Kingdom on 31 December 2019
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I originally stumbled upon this book in my university library and was pulled in by the title. Within minutes of reading the opening pre-word, I was hooked. This book gives a wonderfully insightful and varied view on the world of emotional labour and I cannot stress enough the amazing amount of research that has gone into this book. It has given me a lot to think about and the want to read more. Beautifully written and all round informative book.
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Reviewed in the United Kingdom on 20 September 2020
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very interesting read
Reviewed in the United Kingdom on 27 June 2017
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A classic. A great read.
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Reviewed in the United Kingdom on 27 September 2015
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A classic of its time, and the beginning of the genre of emotional labour
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Reviewed in the United Kingdom on 6 October 2016
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Quick delivery and great book.
Reviewed in the United Kingdom on 17 April 2012
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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.
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Reviewed in the United Kingdom on 10 January 2013
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Students and those interested in organizational behaviour and sociology would find this book most interesting or anyone that has worked in service work!
Reviewed in the United Kingdom on 12 January 2021
I'm currently reading this book. This is absolutely groundbreaking research in my opinion and not surprised the author has received awards for this.
Having worked in call centres for six years, I would argue this is the main cause of absenteeism and burnout in employees or a factor (probably a significant one) at least.
I'd be surprised if HR departments of organisations are even aware of this defining word which describes the main labour component (I would argue) of service workers these days.
I've almost become obsessed with this term; I feel there could be a tonne more research on the implications of emotional labour and the effect it has on call centre workers!
I don't think it's good enough to say it's a 'hard job' when there's a lot more going on with this type of research to indicate there could be potential health implications such as burnout, anxiety and loss of memory, etc.
When you buy a movie there's an age certificate warning you of the content. When you buy food products there's a warning label advising you it may contain traces of nut. When you apply for a job in the service industry there's no warning or even awareness (it seems) regarding the potential effects of emotional labour.
I appreciate the commercialization of human feeling can be positive for organisations; however, could there be more balance, consideration, and awareness regarding the potential detriments of this also on our health?
An economics student who has somehow found a love for sociology with this book! Relevant for anyone with a passion for knowledge and understanding.
Having worked in call centres for six years, I would argue this is the main cause of absenteeism and burnout in employees or a factor (probably a significant one) at least.
I'd be surprised if HR departments of organisations are even aware of this defining word which describes the main labour component (I would argue) of service workers these days.
I've almost become obsessed with this term; I feel there could be a tonne more research on the implications of emotional labour and the effect it has on call centre workers!
I don't think it's good enough to say it's a 'hard job' when there's a lot more going on with this type of research to indicate there could be potential health implications such as burnout, anxiety and loss of memory, etc.
When you buy a movie there's an age certificate warning you of the content. When you buy food products there's a warning label advising you it may contain traces of nut. When you apply for a job in the service industry there's no warning or even awareness (it seems) regarding the potential effects of emotional labour.
I appreciate the commercialization of human feeling can be positive for organisations; however, could there be more balance, consideration, and awareness regarding the potential detriments of this also on our health?
An economics student who has somehow found a love for sociology with this book! Relevant for anyone with a passion for knowledge and understanding.
