ISBN:
9780520951853
Language:
English
Edition:
Online-Ausg. [s.l.] eblib Online-Ressource
Series Statement:
EBL-Schweitzer
Parallel Title:
Druckausg. Hochschild, Arlie Russell, 1940 - The managed heart
DDC:
302
Keywords:
Emotions -- Economic aspects
;
Work -- Psychological aspects
;
Employee motivation
;
Emotions -- Economic aspects
;
Employee motivation
;
Work -- Psychological aspects
;
Electronic books
;
Electronic books
;
Gefühl
;
Kommerzialisierung
;
Arbeit
;
Psychologie
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 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
Abstract:
Cover -- Title Page -- Copyright -- Contents -- Preface to the 2012 Edition -- Preface to the First Edition -- Acknowledgments -- PART ONE/PRIVATE LIFE -- 1 Exploring the Managed Heart -- 2 Feeling as Clue -- 3 Managing Feeling -- 4 Feeling Rules -- 5 Paying Respects with Feeling: The Gift Exchange -- PART TWO/PUBLIC LIFE -- 6 Feeling Management: From Private to Commercial Uses -- 7 Between the Toe and the Heel: Jobs and Emotional Labor -- 8 Gender, Status, and Feeling -- 9 The Search for Authenticity -- Afterword to the Twentieth Anniversary Edition -- Appendixes -- A Models of Emotion: From Darwin to Goffman -- B Naming Feeling -- C Jobs and Emotional Labor -- D Positional and Personal Control Systems -- Notes -- Bibliography to the Twentieth Anniversary Edition -- Bibliography -- Index.
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