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The managed heart : commercialization of human feeling

Author: Arlie Russell Hochschild
Publisher: Berkeley : University of California Press, ©1983.
Edition/Format:   Print book : State or province government publication : EnglishView all editions and formats
Database:WorldCat
Summary:
Arlie Hochschild 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  Read more...
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Material Type: Government publication, State or province government publication, Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Arlie Russell Hochschild
ISBN: 0520048008 9780520048003 0520054547 9780520054547
OCLC Number: 9280843
Description: xii, 307 pages ; 22 cm
Contents: Preface --
Acknowledgments --
1. Exploring the Managed Heart --
2. Feeling as Clue --
3. Managing Feeling --
4. Feeling Rules --
5. Paying Respects with Feeling: The Gift Exchange --
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 --
App. A. Models of Emotion: From Darwin to Goffman --
App. B. Naming Feeling --
App. C. Jobs and Emotional Labor --
App. D. Positional and Personal Control Systems --
Notes --
Bibliography to the Twentieth Anniversary Edition --
Bibliography --
Index.
Responsibility: Arlie Russell Hochschild.
More information:

Abstract:

In private life, we try to induce or suppress love, envy, and anger through deep acting or "emotion work". But what occurs when emotion work, feeling rules, and the gift of exchange are introduced  Read more...

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"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

 
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