The Managed Heart: Commercialization of Human Feeling

כריכה קדמית
University of California Press, 2003 - 327 עמודים
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.
 

תוכן

EXPLORING THE MANAGED HEART
3
FEELING AS CLUE
24
MANAGING FEELING
35
FEELING RULES
56
PAYING RESPECTS WITH FEELING The Gift Exchange
76
Public Life
87
FEELING MANAGEMENT From Private to Commercial Uses
89
BETWEEN THE TOE AND THE HEEL Jobs and Emotional Labor
137
AFTERWORD TO THE TWENTIETH ANNIVERSARY EDITION
199
MODELS OF EMOTION From Darwin to Goffman
211
NAMING FEELING
233
JOBS AND EMOTIONAL LABOR
244
Positional and Personal Control Systems
252
Notes
253
Bibliography to the Twentieth Anniversary Edition
277
Bibliography
287

GENDER STATUS AND FEELING
162
THE SEARCH FOR AUTHENTICITY
185

מהדורות אחרות - הצג הכל

מונחים וביטויים נפוצים

מידע על המחבר (2003)

Arlie Russell Hochschild is Professor of Sociology at the University of California, Berkeley. She is author of The Commercialization of Intimate Life: Notes from Home and Work (2003), The Time Bind: When Work Becomes Home and Home Becomes Work (1997), The Second Shift: Working Parents and the Revolution at Home (1989), and The Managed Heart: The Commercialization of Human Feeling (California, 1983), all cited as notable books of the year by the New York Times. She is also author of The Unexpected Community (California, 1973) and she has received the American Sociological Association Award for Public Understanding of Sociology.

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