First published 1983
Beneath the smiles and niceties, a hidden toll. "The Managed Heart" reveals the emotional labor required of flight attendants, bill collectors, and millions of other public-contact workers. As they're trained to shape their feelings for the company's benefit, these workers become estranged from their authentic selves. Hochschild's vivid accounts show how this emotional estrangement, though a defense against stress, severs our connections to others.
Genres: psychology, business, sociology, non-fiction
Vibes: academic, intimate, thought-provoking
Tropes: academic-study, social-commentary
Period: 20th-Century, 21st-Century
352 pages · Paperback · University of California Press