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The Managed Heart: Commercialization of Human Feeling

Arlie Russell Hochschild

3.97 · Rating details · 700 ratings · 57 reviews

In private life we try to induce or suppress love, envy, and anger through deep acting or "emotional work," just as we manage our outer expressions through surface acting. But what happens when this system of adjusting emotions is adapted to commercial purposes? Hochschild examines the cost of this kind of "emotional labor." She vividly describes from a humanist and femini ...more

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Paperback, 339 pages

Published June 15th 2003 by University of California Press (first published November 1983)

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Staff picks: Feminist books for International Women’s Day

43 books — 44 voters

The Managed Heart by Arlie Russell Hochschild

The Second Shift by Arlie Russell Hochschild

Language and Symbolic Power P by Pierre Bourdieu

Sociology Published in Decade: 1980s

10 books — 1 voter

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Oct 14, 2013 Kathryn Coffman rated it it was amazing

Recommends it for: Gender/minority class study interest, psychology and sociology college students

Hochschild perfectly captures the perils of emotional labor in this book. Reading this in my college class, I was able to perform some empirical research inspired by Hochschild's work and realized, as a retail employee myself, how much corporations and companies can commercialize off your emotions. The comparisons between male and female workers were not shocking, but very intriguing, and surprised me when I experienced them face-to-face while researching. Even as an employee who utilizes emotio ...more

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Nov 18, 2016 Chantal ❤️ marked it as dnf

Downloaded this book by mistake for a buddy read.
Nothing wrong with this book.
Please enjoy but it was not the book I was looking for.

...more

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Mar 13, 2017 Namgay rated it really liked it

I might be slightly fangirling over Arlie Hochschild!!!

But 'objectively' speaking, this book made so much sense. I am grateful, as the other people mentioned in this book are, for Hochschild to put a name on something that we have all felt: emotional labour.

As someone with an *undisclosed job* I would often feel so exhausted after work ended, which would end up in resentment because I felt like I gave so much of 'myself' away. Now that I have a better understand of what's happening, I am certain ...more

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Jan 21, 2016 Ysa rated it it was amazing · review of another edition

Shelves: feminist, favorites, social-science

This is the seminal sociological work that coined the term "emotional labor," now widely used to identify the unique psychological burdens placed on women and (often female) service workers. Hochschild locates emotions not just as naturally or spontaneously occurring, but as social objects that are socially mediated, and can be coaxed into different forms. She illustrates the ways that "emotional gift exchange" functions in our personal social lives, as well as the emotional machinery of "deep a ...more

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Sep 23, 2019 Leila rated it it was ok

funny story how I came to read this book! I was called out on Twitter for misusing the term "emotional labor" and applying it to the context of men who exploit the emotional labor of women and femmes, and should pay us with money to compensate. white leftists wanted me to know that "well, actually" Hochschild coined the term "emotional labor" to describe the emotion management and performance that service workers have to do in the context of their jobs, and created a separate term, "emotion work ...more

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Jun 19, 2020 Chinar Mehta added it

Shelves: to-buy-someday

This is the book that first mentions the term 'emotional labour' and lays the groundwork to describe emotion management in a variety of different contexts and professions. The first part of the book deals with how feelings are managed, how people act in various ways to cope with emotions (deep acting, surface acting), and what feeling rules are. Additionally, in this part, Hochschild also goes into how emotions become a way for us to define a real and a false self. In the second part, then, she ...more

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May 01, 2019 Laura I. rated it really liked it

Shelves: mental-health, non-fiction, career-lib, feminism-gender-sexuality

I hadn't really heard people mention this as an iconic feminist classic (Hochschild coined the term "emotional labor"), but it definitely should be considered as one I think. Extremely readable and interesting. The things that flight attendants were expected to do!! The levels of sexual harassment that the companies brushed off as being "part of public-facing work" makes my blood boil. Although this focuses on the case study of flight attendants, it really applies to all of us.

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Jan 28, 2012 Katya rated it really liked it · review of another edition

Shelves: 2012

Well, first things first: After reading this book, you will not be able to see "View from the Top" the same way again.

description

Hollywood sugar-coating stuff. Who knew?

When I was little, I noticed a strange thing. My parents seemed to really hate it when I raised my voice, but let my brother do his thing without a second thought. When I was little, I thought it was unfair, but since raising my voice only got me discredited, I learned to argue without letting my temper get the better of me.

It wasn't unti ...more

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Oct 24, 2016 Rachel rated it liked it

Shelves: non-fiction

There were some important takeaways for anyone working in a service-driven field. When customer service is treated as a commodity and not the genuine culture of an organization, there is a toll exacted on employees. I have saved some of the passages to continue examining the toll of customer service work as burnout can be common in my industry and education on customer service isn't a standard part of graduate school education for library science.

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Jun 06, 2020 Rachel rated it liked it

Shelves: books-2020, sociology

The Managed Heart is the seminal sociological work for the term "emotional labour", which Hochschild coined for "the management of feeling to create a publicly observable facial and bodily display, sold for a wage and therefor has exchange value" (while "emotional work" is the unpaid form). The book is in 2 parts: (1) workings of an emotional system in private life, and (2) what happens when feelings become commodities (in public life).

In the first part of the book, she dives into models of emo The Managed Heart is the seminal sociological work for the term "emotional labour", which Hochschild coined for "the management of feeling to create a publicly observable facial and bodily display, sold for a wage and therefor has exchange value" (while "emotional work" is the unpaid form). The book is in 2 parts: (1) workings of an emotional system in private life, and (2) what happens when feelings become commodities (in public life).

In the first part of the book, she dives into models of emotions, surface acting vs deep acting & "feeling rules" (standards used in emotional conversation to determine what is rightly owed and owing in the currency of feeling), based on Erving Goffman and other psychological/sociological theories of emotions. She explores misfitting feelings, misinterpreted relations and inappropriate feelings, and interpersonal exchanges with many real-life examples of relationships, funerals, etc, about trying to feel/pretending to feel, among other misfitting/inappropriate feelings.

In the second part of the book, she explores the commercialization of human feelings through the study of Delta flight attendants (primarily, but also bill collectors), & related gender and class patterns. Her ethnographic study of FAs outlines their training in (what is said to be) the subterranean work of emotion management, and the idea of "transmutation of an emotional system" - the move from the private realm to the public realm & commercialization of emotive offerings for the profit motive. Despite flight attending being a female dominated field, she posits that female FAs are expected to "take it" better & deal with the displaced anger and frustration of passengers, a result of women as "a subordinate social stratum" and assumption of male authority. She suggests the costs of the social engineering of emotional labour - burnout, estrangement of self and feeling.

I'm sure the book was groundbreaking in 1983 when it was first published - I picked up this book because I was interested in the concept of "emotional labour" and was directed to TMH - but some parts of the book does feel a little stale. Though, I like that the preface to the 2012 edition gives some context to how this book is relevant in light of current trends in emotional labour in a profit-seeking, globalized world - especially with the phenomena of the global care chain, where women from third world countries migrate to first world countries for domestic work, not solely as a 'personal choice', but pressured by the growing gap between rich and poor (she explains this in her essay Love & Gold). ...more

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Jun 14, 2017 Carlos rated it really liked it

A great read and a diligent effort to understand how emotional work has been commercialized. It remains remarkably relevant even though the decades since its publication have seen the study of emotional labor expand greatly and the continued evolution of work has gone in unexpected if not unimagined directions. Reading it from the perspective of a union organizer, and more generally as an advocate for social justice, the book illuminated important but overlooked ways that power and control are e ...more

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Sep 02, 2017 Anurag Sharma rated it it was amazing

I read this book as part of group assignment.
This is a phenomenal book in the way it explores various and numerous linkages between work life and personal life.
In the first part of the book she explores what emotions are and how they constitute an intrinsically precious part of one’s identity. What I feel in a particular context tells me how to understand an event in my life and how to respond to it, in addition to helping me understand better the context that I find myself in. Emotions, seen in I read this book as part of group assignment.
This is a phenomenal book in the way it explores various and numerous linkages between work life and personal life.
In the first part of the book she explores what emotions are and how they constitute an intrinsically precious part of one’s identity. What I feel in a particular context tells me how to understand an event in my life and how to respond to it, in addition to helping me understand better the context that I find myself in. Emotions, seen in this way, are something that originate inside the body naturally, but also include the human work done on them, to change them according to a particular situation and institution. All of us, in our private lives, do this tempering with our emotions according to the institutions governing. So naturally, how much tempering you do or have to do, depends largely on power you enjoy in such institution. For example, in a patriarchal situation, women who enjoy less power would have to control their emotions much more than men have to do and girl child may be most of all. Hochschild calls it emotion work, done towards paying emotional dues to the collective resources of the institutions. We can do this via outer acting and deep acting. In the former, we know what we feel, but we portray otherwise, which leads one to realize the inferior position they enjoy, if not totally removing emotions from the equation. In deep acting, we mold our emotions in order to conform to what we are doing, sort of relaxing that tension between false self and true self. But this also leads to a situation where are unable to distinguish what we feel truly. Regardless of what option we choose, there is a heavy cost to be paid in terms of loss of identity in the form of emotions.
She argues that when our emotions become part of what we sell as labour, this boundary between work life and private life becomes arbitrary, and serves to play the role of ignoring emotional labour, which is tempering with emotions in order to be able to work properly, to display what is required of the job.
She supports her claims with the help of ethnographies that she did with flight attendants and bill collectors. Flight attendants, most of the women, are systematically taught and trained about how to control their emotions, so that the costumer is always happy with the experience. So sexual advances are to be taken as a token of desirability, particularly ‘irate’ customer is to be taken as a child etc. They are supposed to be completely hospitable. Most of them are women because their upbringing in patriarchal setup has made them learn emotion tempering from a very early age. Men flight attendants are supposed to step up whenever situation gets out of control of women. Ticket collectors are supposed to be rude and demeaning to the defaulters and most of them are men. In a way, work situation becomes a derivative of private situation inside our homes, both reinforcing each other. Similar arguments can be given for class dimensions of work life.
In the service economy we are living in, face-to-face interactions become synonymous with controlling emotions. Everyone working has to do it, some more than others. Still, in work life or in our employment contracts, there is no mention of it at all. Managers are allowed to vent and employees are supposed to let it go. On the part of customer as well, there develops a tendency to calculate genuine emotions mandated by job and what is actually meant for themselves. In doing this, we start ignoring emotions in our daily lives, which form a very basic sense of what constitutes us.
A word or two about unmanaged heart. In a society, where we know everyone is tempering with emotions, displaying something that they are not feeling, we also begin to glorify the ability of not doing it. This obfuscates the fact that not everyone has power to do that, with differential access to this unsold heart being highly hierarchical according caste, class and gender etc. We tend to ignore people on the margins, because they are being nice to us as it is part of their job, which relieves us from having to acknowledge their emotions like greetings. They become background noise, which we learn to ignore. ...more

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May 12, 2020 JP Beaty rated it really liked it

One of the better sociological texts I’ve read in awhile (also I’m glad to be getting back into reading sociology texts after the post college burn out period). Even though emotional labor as a concept has been diluted to the point of absolute meaninglessness, in its original Marxist formulation in this book it is really fantastic for diagnosing the state of labor and gender in the neoliberal service economy. I think Hocshchild chose a fanatic research site and absolutely nailed her description ...more

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Dec 20, 2018 Joe rated it liked it

Shelves: contemporary, nonfiction, business

Reads like an academic study of flight attendants that was turned into a book. That's not a complaint. The author uses flight attendants to explain the book's core concept: "emotional labor."

The idea here is that, in Marx's day, laborers were alienated from their work physically as they trudged through repetitive task (the author notes that even Adam Smith found that this was an unappealing aspect of the division of labor). The author's perspective on today's work shows a different kind of alie Reads like an academic study of flight attendants that was turned into a book. That's not a complaint. The author uses flight attendants to explain the book's core concept: "emotional labor."

The idea here is that, in Marx's day, laborers were alienated from their work physically as they trudged through repetitive task (the author notes that even Adam Smith found that this was an unappealing aspect of the division of labor). The author's perspective on today's work shows a different kind of alienation in our service economy: an alienation from our emotions. Think about how a flight attendant needs to smile and be subservient all the time. This affects their core personality in a way that factory laborers didn't need to "put on a good face" while working on the factory floor. For service workers, it is hard to "turn off" their artificial personality and become whoever they're supposed to be outside of their jobs.

That's the core of the book. The author explores different themes around it, e.g., differences in emotional labor for men and women, differences between poor and middle class, etc. She focuses largely on jobs where emotional labor is a large part of the job. She briefly mentions that, within the higher realm of the corporate rat race, a large part of a senior executive's career can be determined by the personality that they create as their face within the company. That reminded me of a favorite business book, Moral Mazes, and an article from The Onion, "Woman Can't Wait To Get Home and Take Off Uncomfortable Persona." Or that scene in "The Graduate" where Dustin Hoffman's character is expected to be enthusiastic about a career in plastics.

In the book's afterword, the author writes about how flight attendants and other workers have told them that they appreciate that she has put a name ("emotional labor") to something that they all think about. That's probably the biggest value to the book. You don't need to read the entire book to understand that concept. But if you're curious about a deeper exploration into how the emotional parts of your job can affect your personality (and your co-workers' personalities), go ahead and read the whole thing. ...more

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May 21, 2016 Jacky rated it really liked it

Phenomenal book that really resonated with me.

Hochschild talks about the how commercial enterprises have put a value on emotions and how people have learned to detach themselves from their emotions, smiles, etc. in order to achieve a company objective.

She calls this sot of work emotional labor, a source of work that falls primarily on women in occupations such as secretary or flight attendant whom are expected to always have a cheerful smile written across their faces. A cheerful smile - the h ...more

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Sep 26, 2020 احسان شاه‌قاسمی rated it it was amazing

A wonderful book that reveals aspects of our daily lives that we never pay attention to.

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Mar 09, 2017 Holli Hanson rated it really liked it

Shelves: personal-non-fiction

I found this book to be a helpful tool in learning about Emotional Labor. As a woman in the business world, I've spent/wasted much of my time managing other people's feelings. It was good to take some time to consider how and why I've been doing some of the things I have been doing.

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Dec 25, 2018 Vicki rated it really liked it

This book articulates one of those vague things you think about in the back of your mind but never put roger there. It’s an extremely smart look at the service economy, and a depressing one as not much has changed 40 years later. Minus one star for organization that could have been tightened up.

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Mar 01, 2020 Tessa rated it really liked it · review of another edition

I'd already absorbed many of the ideas in this book from a very detailed book review. One idea towards the end, which I'd not found in that review, what the contrast between the virtues of sincerity and authenticity.

Hochschild argues that sincerity wasn't really seen as a virtue until the late 19th century, when class mobility mean that skill at pretending certain emotions (what she'd call surface acting, or displaying the signifiers of emotions without experiencing them) became important for me ...more

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Oct 28, 2019 Elina Salminen rated it it was amazing

I loved this book. It talks of things that now seem commonsensical, using a somewhat haphazard scholarly method, but somehow is refreshing, eye-opening, and a joy to read. It was originally published in the early 80s, using data covering big shifts in the corporate world between the 70s and then. Through Russell Hochschild's eyes, the reader can get both an ethnographic and historical lens to emotional labor and see it as a fascinating phenomenon instead of merely something to gripe about. (Note ...more

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Apr 29, 2017 Zachary Jacobi rated it really liked it

Shelves: non-fiction-2017

This book was rough on me (and on my whole book club!). Each of us found ourselves unable to process our emotions for a short while after reading it. First be warned of that.

Second, I found this book a bit of a disappointment compared to other books by Professor Hochschild. The other books I've read by her had much more in the way of interviews with subjects. I find her at her best when using interviews as fodder for theorizing. Her theorizing on its own was considerably drier.

Still highly recom ...more

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Dec 11, 2019 Gina rated it really liked it · review of another edition

For a fairly academic book, Hochschild manages to keep the material accessible. Part of that was probably having her 11 year old son read the text as well - not an option for everyone, but I think it worked out. I also think that's valuable considering the warmth with which flight attendants received the book that covered so much of what they do.

I was led to the book after reading Fed Up, which examines emotional labor more in the context of relationships and gender. This book is an important bu ...more

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Jul 03, 2020 Olivia rated it liked it · review of another edition

I bit once I was advised that it is this book that first digs into the idea of "emotional labor."

I love and hate when reading classics in these kind of genres that it is explained so matter of factly that your only response is: duh. It all seems so simple, but also quite major that this was the first person to put this all down in writing-- and now we have the words to describe these things everyone feels.

Also, this book was super enraging as it follows flight attendants to provide a lot of th ...more

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Dec 31, 2019 Thomas Mason rated it it was amazing · review of another edition

Super Interesting Read

I originally stumbled upon this book in my university library and was pulled in by the title. Within minutes of reading the opening pre-word, I was hooked. This book gives a wonderfully insightful and varied view on the world of emotional labour and I cannot stress enough the amazing amount of research that has gone into this book. It has given me a lot to think about and the want to read more. Beautifully written and all round informative book.

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Aug 14, 2018 Melissa rated it really liked it

This is an important book, but the research is focused on the airline industry and the claims are about emotional labour in general (a pretty big leap). Strictly sociology, doesn't engage directly in economic debates (to its detriment i think). I didn't find the "divided self" idea very convincing, either.

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Apr 28, 2018 Jimmy Jonecrantz rated it really liked it · review of another edition

Shelves: sociology

I didn't have time to finish this book when I studied sociology, but I really liked the concept of Emotional labour, and thus decided to finish it now at a later time. This book has stuck with me, and I can gladly say that it inspired me to think in new ways about work and relationships.

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May 28, 2020 Ines rated it really liked it

Best book on "emotional labour" there is so far... A topic which should be written about much more extensively from feminist perspectives. The "managed heart" provides a good introduction and invites us to produce more scholarship on esp. female emotional labour.

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Jun 23, 2011 Gloria rated it liked it

(Yes, it took me a long time to finish this book…)

And although it is a wee bit 'dated' in that it is 20+ years old, this book still very relevant. Definitely not written as many books are today (with the popular audience in mind) but still highly readable and relevant—particularly as so many jobs have shifted more heavily toward the service end, and as the effects of branding has started to bled both through social media and physical/employee representation. In fact, I do think that the distinct (Yes, it took me a long time to finish this book…)

And although it is a wee bit 'dated' in that it is 20+ years old, this book still very relevant. Definitely not written as many books are today (with the popular audience in mind) but still highly readable and relevant—particularly as so many jobs have shifted more heavily toward the service end, and as the effects of branding has started to bled both through social media and physical/employee representation. In fact, I do think that the distinction between normal 'emotional work' (within the private or personal space) and the transmutation to 'emotional labor' (that of the public or capitalized space) is all that clear any longer… see student evaluations of teachers, which have been also noted to be 'popularity' ratings more than efficacy ratings… in fact, because of the effects of social media, the 'narrow channel' (the third condition for the transmutation) within which the capitalized emotional work must be performed has become 24/7, or not just in the classroom, or not just in the (physical) workplace…

For those who don't want to read through the book, it is easy enough to find a textbook summary of Hochschild's major contribution in a sociology text book. I will say that I found the last three chapters (about debt collectors, gender and seeking authenticity) the most insightful/current.That said, I think it is a very important book, and I am glad to have read it.

Some notes:
"Scientific writing, like scientific talk, has a function similar to that of covering the face and genitalia. It is an extension of institutional control over feeling. The overuse of passive verb forms, the avoidance of 'I', the preference for Latinate nouns, and for the abstract over the concrete, are customs that distance the reader from the topic and limit emotionality. In order to seem scientific, writers obey conventions that inhibit emotional involvement. There is a purpose for 'poor' writing." (footnote 50)

Interesting that I tagged this: "Her brave defense of the 'safe homey atmosphere' of the plane might keep order, but at the price of concealing the facts from passengers who might feel it their right to know what was coming." p 107

Other randoms:
"…Thus a third issue arises: 'If I'm doing deep acting for an audience from whom I'm disconnected, how can i maintain my self-esteem without becoming cycnica l?' There wer those for whom the issue of phoniness—and self-esteem—was resolved by redefining the job… To keep on working with a sense of honor a person has to stop taking the job seriously. On one side, hard experience forces the worker to associate less and less of herself with the job, while on the other side the job is whittled dow to 'maintaining an illusion.' " [134-5]

"Almost everyone does the emotion work that produces what we might, broadly speaking, call deference. But women are expected to do more of it. A study by Wikler (1976) comparing male with female university professors found that students expected women professors to be warmer and more supportive than male professors; given these expectations, proportionally more women professors were perceived as cold…" [168; citation is "Sexism in the classroom; paper presented at the annual meeting of the American Sociological Association, 1976; another paper re psychologists and gender differences: "Sex stereotypes and clinical judgments of mental health." Journal of Consulting and Clinical Psychology 34:1-7, 1970.]

Re compensating for lack of respect of authority and status:
"One response was to adopt the crisply cheerful but no-nonsense style of a Cub Scout den mother—a model of female authority borrowed from domestic life and used here to make it acceptable for women to tell adult men what to do…Another response to displaced anger and challenged authority was to make small tokens of respect a matter of great concern. Terms of address, for example, were seen as an indicator of status, a promise of the right to politeness which those deprived of status unfortunately lack…Tokens of respect can be exchanged to make a bargain: I'll manage my unpleasant feelings for you if you'll manage yours for me.'" [180-1]

"There are three stances that workers seem to take toward work, each with its own risk. In the first, the worker identifies too wholeheartedly with the job, and therefore risks burnout. In the second, the worker clearly distinguishes herself form the job and is likely to suffer burnout; but she may blame herself for making this very distinction and denigrate herself as 'just an actor; not sincere.' In the third, the worker distinguishes herself from her act, does not blame herself for this, and sees the job as positively requiring the capacity to act; for this worker there is some risk of estrangement from acting altogether, and some cycnicism about it—'We're just illusion makers.' The first stance is potentially more harmful than the other tow, but the harm in all htree could be reduced, I believe, if workers could feel a greater sense of control over the conditions of their work lives." [187]

Last chapter and afterword worth re-reading. ...more

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May 12, 2018 LucyReads rated it really liked it · review of another edition

Shelves: in-english

thesis research never felt so good
((((see what i did there?))))

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Jun 19, 2019 Ana Krijpen rated it it was amazing

One of the most eye-opening books I've read. Highly recommended before you take your next plane ride.

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About Arlie Russell Hochschild

Arlie Russell Hochschild

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Arlie Russell Hochschild is the author of The Outsourced Self, The Time Bind, Global Woman, The Second Shift, and The Managed Heart. She is a professor of sociology at the University of California, Berkeley. Her articles have appeared in Harper's, Mother Jones, and Psychology Today, among others. She lives in San Francisco.

http://us.macmillan.com/author/arlier... ...more

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