Emotional Labor Since The Managed Heart

The phrase "emotional labor" was coined by sociologist Arlie Hochschild in 1983 in her classic book, The Managed Heart. Jobs requiring emotional labor typically necessitate contact with other people external to or within the organization, usually involving face-to-face or voice-to-voice co...

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Bibliographic Details
Published in:The Annals of the American Academy of Political and Social Science 1999-01, Vol.561 (1), p.8-26
Main Authors: Steinberg, Ronnie J., Figart, Deborah M.
Format: Article
Language:English
Subjects:
Academic profession
Attitudes
Caring
Case studies
Child care
Communication
Compensation
Cost analysis
Customer service
Division of labour
Emotion
Emotional distress
Emotional expression
Emotional states
Emotions
Employment
Family life
Feminist Theory
Gender
Gender roles
Housework
Human relations
Interpersonal communication
Interpersonal relations
Job Characteristics
Job evaluation
Job satisfaction
Labor
Labour
Labour market
Law enforcement
Literature
Managers
Motivation
Occupational roles
Occupations
Paralegals
Payments
Police
Productivity
Professional workers
Professionalism
Professors
Psychological effects
Psychosociology
Quality of service
Quality of work
Research (emotions)
Responsibility
Segregation
Service industries
Service industry
Sex discrimination
Skills
Social Services
Sociological Theory
Sociology
Stereotypes
Teaching
Wages
Women
Workplaces
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Summary:The phrase "emotional labor" was coined by sociologist Arlie Hochschild in 1983 in her classic book, The Managed Heart. Jobs requiring emotional labor typically necessitate contact with other people external to or within the organization, usually involving face-to-face or voice-to-voice contact, especially in service work. In this article, the authors summarize Hochschild's pathbreaking work and assess the state of the current multi- and interdisciplinary literature on emotional labor. They distinguish between two interrelated areas of research on emotional labor. The first area involves predominantly, though not exclusively, qualitative case studies of employees at workplaces in the service sector. A second set of studies, primarily quantitative, investigates the link between emotional labor at home, in different jobs, or in nurturing activities (a specific form of emotional labor) and its consequences for individual employees' job satisfaction, productivity, and pay.
ISSN:0002-7162
1552-3349
DOI:10.1177/000271629956100101