The phrase emotional labor was coined by sociologist arlie hochschild in 1983 in her classic book, the managed heart. Arlie russell hochschilds theory of emotional labour. Feeling rules are what guide emotion work by establishing the sense of entitlement or obligation that governs emotional exchanges p. She coined the term emotional labor to describe this occupational emotional demand. Hochschilds work has proved to be enduringly popular and there is little. When restricting her attention to jobs where emotional labour was the main human capacity sold to an employer, hochschild estimated in 1983 that onethird of all employment in the us and half of that performed by women could be classified as such. A view on libraries and librarians in digital humanities. According to ashforth and humphrey 1993, emotional labor is the act of displaying. The concept of emotional labor was first developed by organizational sociologist arlie hochschild. Emotional labour and the new workplace springerlink.
She vividly describes from a humanist and feminist perspective the process of estrangement from personal feelings and its role as an occupational hazard for onethird of americas workforce. Emotional labour and identity work of men in caring roles. The recognition of emotional labour in public service work angela, williams. The managed heart by arlie russell hochschild paperback.
Hochschild s 1983 the managed heart introduced this concept and inspired an outpouring of research on this topic. Hochschild s 1983 thesis mostly focuses on the job of flight attendants and bill collectors where she described the work involved in being nasty or nice and have also been expressed as toe and heel of the growing service sector cited in steinberg. A qualitative study on emotional labor behavior of. Managed heart 1983 exposes and opposes the harm wrought by the. The sociologist arlie hochschild provides the first definition of emotional labor, which is. She has received numerous awards and grants ranging from fulbright and guggenheim fellowships to a. Emotion is also an important element in conflict, social movements, and social change see. According to hochschild 1983, the first person who brought up the concept of emotional labor comprehensively. Pdf hochschilds book the managed heart cas wouters. Arlie russell hochschild is a professor of sociology at the university of california, berkeley. Hochschild is all about the management of feeling to create a publicly observable facial and bodily display for a. It can also be a space in which friends meet and express emotional care for one another. Hochschild has long focused on the human emotions which underlie moral beliefs, practices, and social life generally.
First, they broadened the scope of the construct by defining it as the act of displaying the appropriate emotion conforming with a display rule as emotional labor p. Previous work in the area of emotional labor consistently supports the notion proposed by hochschild 1983 that emotional labor. Hochschild 1983 first disclosed this emotional demand on service providers in her study of flight attendants. 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. It can be safely argued that emotional labour has increased in significance since the early 1980s. The term was first used in 1983, when american sociologist arlie hochschild wrote about it in her book, the managed heart.
Emotional labor since the managed heart by ronnie j. But professional cuddling is a particularly clearcut example of emotional labor, a concept that sociologist arlie hochschild developed in the 1983 book the managed heart. Because these jobs depend heavily on workers ability to manage their emotions, service employers have sought. Hochschild s emotional labour thesis and the anticapitalist politics of alienation paul brook abstract arlie russell hochschilds influential emotional labour thesis in the managed heart 1983 exposes and opposes the harm wrought by the commodification of human feelings as customer service, and. Yulia bondarenko, elizabeth du preez, daniel shepherd. Psychometric properties of the emotional labor scale in a. Since hochschilds 1983 claims that emotional labour can lead to a sense of inauthenticity, loss of feelings, diminished selfesteem, stress and burnout, other authors have supported this suggesting that emotional labour is associated with higher work stress and psychological distress pugliesi,1999. Emotional labour in mental health field workers yulia bondarenko, elizabeth du preez and daniel shepherd. Commercialization of human feeling arlie russell hochschild.
The flight attendants job is to deliver a service and create further demand for it, to enhance. Psychometric properties of the emotional labor scale. This essay will examine emotional labour in service industries. The presentation of emotion emotion is one of the unique qualities that make us human. Based on intensive interviews of tea party enthusiasts in louisiana, conducted over the last five years and focusing on emotions, i. Emotional labour conceptualisations hochschild hochschild 1983. Emotion work, feeling rules, and social structure pdf. Overview of emotional labor emotional labor may involve enhancing, faking, or suppressing emotions to modify the emotional expression. Hochschild sees emotional labor as increasingly relevant, given the particular demands of service jobs. My most recent research focuses on the rise of the american rightthe topic of my latest book, strangers in their own land. A new way to conceptualize emotional labor alicia a. This book gives a wonderfully insightful and varied view on the world of emotional labour and. However, comparing the occupations on hochschilds list to nonemotional labor jobs has not been very effective in.
Emotional labour was first put forward by sociologist arlie hochschild in 1983 in her classic book, the managed heart. Arlie russell hochschilds influential emotional labour thesis in the managed heart 1983 exposes and opposes the harm wrought by the commodification of human feelings as customer service, and complements contemporary anticapitalist writing with an enduring influence and political relevance that is underpinned by hochschilds application of marxs alienation theory. She termed regulation of ones emotions to comply with occupational or organizational norms as emotional labor. This can generate intense and complex emotions linked to the space of the kitchen. Ashforth and humprey 1993 addressed the emotional labor as an observable behavior. What do we know about emotional labour in the nursing.
Service is a performance of labour for the benefit of another ktec, 2005, and successful service depends on emotional labour. A video designed by loughborough university students to translate a sociological theory to a nonacademic audience. Hochschild 1983 introduced the term emotional labour and offered a theoretical and conceptual framework to contextualise the use of this term, though other frameworks. Emotional labour emotional labour is a relatively new term, arlie hochschild first coined the term in her 1983. Hochschilds 1983 the managed heart introduced this concept and inspired an outpouring of research on this topic. The concept of emotional labor first appeared in the managed heart by hochschild 1983, but this has since become the focus of many researchers akin. Emotional labor refers to the process by which workers are expected to manage their feelings in accordance with organizationally defined rules and guidelines. Th e concept was fi rst defi ned thoroughly by hochschild 1983. Hochschild 1983 calls these scripts for emotions feeling rules. Emotional labor is the process of managing feelings and expressions to fulfill the emotional requirements of a job. A study on human resource perspectives of emotional.
Emotional labor is the process of managing feelings and expressions to fulfill the emotional. According to hochschild 1983, emotional labor is a form of emotion regulation that creates a publicly visible facial and bodily display within the workplace to provide better service during interaction. The present discussion focuses on the concept of emotional labor hochschild, 1979, 1983, that is, the act of expressing socially desired the authors thank fred mael, david waldman, and the participants in gary johnss organizational behavior doctoral seminar at concordia university for their helpful com. Hochschilds 1983 thesis mostly focuses on the job of flight attendants and bill collectors where she described the work involved in being nasty or nice and have also been expressed as toe and heel of the growing service sector cited in steinberg. Emotional labour in social workers encounters with. Anger and mourning on the american right the new press, september 2016, a finalist for the national book award. Organisations establish display rules, which are meant to control the employees behaviours during service encounter and.
These components include affective events, display rules, emotionrule dissonance, emotion. Hochschild 1983 as the management of feeling to cre ate a publicly observable facial and bodily display in the context of. She defi nes emotional labor as the regulation of employees emotions to comply with occupational or organizational norms emotional display rules. More specifically, workers are expected to regulate their emotions during interactions with customers, coworkers and superiors. There is a relatively wide consensus on the key components of emotional labor and their relationships. Hochschilds emotional labour thesis and the anticapitalist politics of alienation paul brook abstract arlie russell hochschilds influential emotional labour thesis in the managed heart 1983 exposes and opposes the harm wrought by the commodification of.
Hochschilds 1983 seminal publication on emotional labour emerged from a sociological study regarding flight attendants and bill collectors and their work, in contact with the public and on behalf of a company, in managing their own emotions and the emotions of othersa broad term she referred to as. Hochschild 1983 proposed a list of emotional labor jobs that involve frequent customer contact and emotion displays controlled by the organization. Hochschild 1983 argues that within this commodification process, service. Hochschild examines the cost of this kind of emotional labor.
According to hochschild 1979, there are a variety of ways we do this kind of. She has received numerous awards and grants ranging from fulbright and guggenheim fellowships to a threeyear research grant from the national institute of. Hochschild successfully links the ideas of work and emotion, thereby recognizing that social actors are able to carry out emotion work, which can be used as a vital par t of the capitalist labour pr ocess hochschild, 1979, 1983. She described the work performed by any service employee who is required, as part of his or her job, to display specific sets of emotions both verbal and nonverbal with the aim of inducing particular feelings and responses among those for whom the service is being provided hochschild 1983. A study on human resource perspectives of emotional labour in service sector. The main focus of this paper is to explore the concept emotional labour. The job, performed in storefront shops or in the cuddlers own home, strikes many of us as odd in part because it involves trading cash for a personal, emotional service. Arlie russell hochschild arlie hochschild examines two groups of publiccontact workers. Jobs requiring emotional labor typically necessitate contact with other people external to or within the organization, usually.
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