The managed Heart - Alie Hoschild

The managed Heart - Alie Hoschild

p.6 Seeming to "love the job" becomes part of the job, 

p. 7 emotional labor- this labor requires one to induce or supress feeling in order to sustain the outward countenance that produces the proper state of mind in others- in this case, the sense of being cared for in a convivial and safe place. This kind of labor calls for a coordination of mind and feeling, and it sometimes draws on a source of self that we honor as deep and integral to our individuality

The workers I talked to often spoke of their smiles as being on them but not of them p. 8

[...] Similarly, part of the job is to disguise fatigue and irritation, for otherwise the labor would show in na unseemly way, and the product- passenger contetment- would be damaged

PRIVATE AND COMMERCIAL USES OF FEELING 

A nineteenth-century child working in a brutalizing English wallpaper factory and a well-paid twentieth-century american flight attendant have something in common: in order to survive in their Jobs, they must mentally detach themselves- the factory worker from his own body and pshysical labor, and the flight attendant from her own feelings and emotional labor.