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Very Good Condition! Cover may have light wear, pages in very good condition and binding is sturdy; may have other light shelf wear or creases. May have minimal notes or highlighting. Very Good Condition! Cover may have light wear, pages in very good condition and binding is sturdy; may have other light shelf wear or creases. May have minimal notes or highlighting. See less

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Managed Heart: Commercialization of Human Feeling Paperback – March 31, 2012

by Arlie Russell Hochschild (Author)

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In private life, we try to induce or suppress love, envy, and anger through deep acting or "emotion work," just as we manage our outer expressions of feeling through surface acting. In trying to bridge a gap between what we feel and what we "ought" to feel, we take guidance from "feeling rules" about what is owing to others in a given situation. Based on our private mutual understandings of feeling rules, we make a "gift exchange" of acts of emotion management. We bow to each other not simply from the waist, but from the heart.

But what occurs when emotion work, feeling rules, and the gift of exchange are introduced into the public world of work? In search of the answer, Arlie Russell Hochschild closely examines two groups of public-contact workers: flight attendants and bill collectors. The flight attendant’s job is to deliver a service and create further demand for it, to enhance the status of the customer and be "nicer than natural." The bill collector’s job is to collect on the service, and if necessary, to deflate the status of the customer by being "nastier than natural." Between these extremes, roughly one-third of American men and one-half of American women hold jobs that call for substantial emotional labor. In many of these jobs, they are trained to accept feeling rules and techniques of emotion management that serve the company’s commercial purpose.

Just as we have seldom recognized or understood emotional labor, we have not appreciated its cost to those who do it for a living. Like a physical laborer who becomes estranged from what he or she makes, an emotional laborer, such as a flight attendant, can become estranged not only from her own expressions of feeling (her smile is not "her" smile), but also from what she actually feels (her managed friendliness). This estrangement, though a valuable defense against stress, is also an important occupational hazard, because it is through our feelings that we are connected with those around us.

On the basis of this book, Hochschild was featured in Key Sociological Thinkers, edited by Rob Stones. 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. Wright Mills Award.

Editorial Reviews

Review

"'The Managed Heart' is written so accessibly that it appeals to both the academic and the general reader. It is best when it delineates how and why we manage our emotions according to our gender or social class." ― New York Times

"[The] book is topically informative, critical of capitalism in a fresh way, and illuminating on the gender issue in emotions." ― American Journal of Sociology

"This is a finely crafted study of the work and inner lives of airline flight attendants. . . . strongly recommend[ed] to everyone, not just to specialists on emotions." ― Contemporary Sociology

"This is an important work. It is an interesting and provocative introduction to a crucial topi that deserves further research and thought." ― Academy of Management Review

"Hochschild's work is significant for its illumination of new, disturbing, and everyday alienations of consciousness and feeling. Among other things, her line of inquiry suggests a new understanding of the social construction of gender and its relation to capitalism and power." ― Signs

"On the whole, this is a superb book. Hochschild has tackled a heretofore largely ignored dimension of human social existence." ― Social Forces

"The Managed Heart 's impact was—and still is—profound. It has probably done more than any other single publication to ignite and shape the exponential growth of the sociology of emotions—especially emotion is organisations." ― Culture and Organization

"Hochschild [has] developed a language to identify how both feeling and time are transformed into commodities to be used in the service of capital." ― Theory & Event

About the Author

Arlie Russell Hochschild is a Professor of Sociology at the University of California, Berkeley. She is the author of three New York Times Book Review Notable Books of the Year, including The Second Shift, The Managed Heart, and The Time Bind. She has received numerous awards and grants ranging from Fulbright and Guggenheim Fellowships to a three-year research grant from the National Institute of Public Health. Her articles have appeared in Harper’s, Mother Jones, and The New York Times Magazine, among others. She lives in San Francisco with her husband, the writer Adam Hochschild; they have two sons

Product details

Publisher ‏ : ‎ University of California Press
Publication date ‏ : ‎ March 31, 2012
Edition ‏ : ‎ Third Edition, Updated with a New Preface
Language ‏ : ‎ English
Print length ‏ : ‎ 352 pages
ISBN-10 ‏ : ‎ 0520272943
ISBN-13 ‏ : ‎ 978-0520272941
Item Weight ‏ : ‎ 15.2 ounces
Dimensions ‏ : ‎ 5.5 x 0.88 x 8.25 inches
Best Sellers Rank: #247,024 in Books (See Top 100 in Books)
- #229 in General Gender Studies
- #393 in Emotional Mental Health
- #1,718 in Sociology Reference
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Arlie Russell Hochschild’s Strangers in Their Own Land: Anger and Mourning on the American Right, now available in paperback from The New Press, addresses the increasingly bitter political divide in America. A finalist for the National Book Award, and New York Times Best Seller, the book is based on five years of immersion reporting among Tea Party loyalists -- now mostly supporters of Donald Trump. Hochschild tries to bridge an “empathy wall” between the two political sides, to explore the “deep story” underlying the right that remains unrecognized by the left. Mark Danner calls the book “a powerful, imaginative, necessary book, arriving not a moment too soon." Robert Reich writes” Anyone who wants to understand modern America should read this captivating book." In its review, Publisher’s Weekly notes: “After evaluating her conclusions and meeting her informants in these pages, it’s hard to disagree that empathy is the best solution to stymied political and social discourse.”

Her 2012 The Outsourced Self: Intimate Life in Market Times, explores the many ways in which the market enters our modern lives and was named one of the best books of the year by Publishers Weekly. Her other books include: So How’s the Family?, The Managed Heart, The Second Shift, The Time Bind, The Commercialization of Intimate Life, The Unexpected Community and the co-edited Global Woman: Nannies, Maids and Sex Workers in the New Economy. In reviewing The Second Shift (reissued in 2012 with a new afterword) Robert Kuttner noted Hochschild’s “subtlety of insights” and “graceful seamless narrative” and called it the “best discussion I have read of what must be the quintessential domestic bind of our time.” Newsweek’s Laura Shapiro described The Time Bind as “groundbreaking.” In awarding Hochschild the Jesse Bernard Award, the American Sociological Association citation observed her “creative genius for framing questions and lines of insight, often condensed into memorable, paradigm-shifting words and phrases.” A retired U.C. Berkeley professor of sociology, she lives with her husband, the writer Adam Hochschild in Berkeley, California.

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Abdullah Shahid
In this seminal thesis, Hochschild in a sense shows Marx's "Estranged Labour" is relevant even in service industries
Reviewed in the United States on June 17, 2016
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In this seminal thesis, Hochschild in a sense shows how Marx is relevant even in the era of falling industrialization and rising service sectors. In his write-up "Estranged Labour", Karl Marx argues that industrialization leads to various sorts of alienation among the workers. A worker is alienated from her/his creative self/crafts since s/he gets to do a very small part of the whole product. For the same reason, a worker is alienated from the product as well as other workers. This alienation, in Marx's arguments, alienate workers from the owners of capital as well. There was sense that rising service sectors could reduce the noted sources of alienation argued by Marx. However, Hochschild shows that not necessarily so. In service sectors, workers are supposed to fake their emotions (have consequences for their own emotions, & for their social relations as well).

A must read for anyone interested in sociology of work and life.

Abdullah Shahid, Cornell University

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22 people found this helpful

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Mandi
Must own
Reviewed in the United States on January 3, 2018
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Discovered my love of emotional labor as a graduate student in Industrial Psychology. This is a must for any industrial organizational psychologist. My favorite professor suggested Erving Hoffman was the originator of emotional labor, so I've ordered all his books too - I can't seem to get enough of this subject. As society becomes more commercialized, we must acknowledge the toll of "performing" on service employees, especially in health care!

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17 people found this helpful

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TA Bell
Four Stars
Reviewed in the United States on January 8, 2017
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Still reading but it's an important topic

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2 people found this helpful

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C. Aviles
Very interesting!!
Reviewed in the United States on January 19, 2019
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A mandatory book for any student of social psychology.

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3 people found this helpful

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wendilee1956
The Managed Heart
Reviewed in the United States on June 11, 2012
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I received this book and thank you for having it. This is one of the books I did not think I would find for such a reasonable price. Much appreciated.

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chol perez
Good Book
Reviewed in the United States on November 26, 2012
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My doughter use thi book in the colleges and she think is great and help the students to learn the class.

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3 people found this helpful

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My Name Is Nobody
but it's largely isolated from the useful parts of the book
Reviewed in the United States on January 13, 2015
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An interesting book, focused rather too heavily on one industry (airlines) but backed up with solid research, and mostly free from pointless speculation. It does have a bit of Feminazi ranting, but it's largely isolated from the useful parts of the book.

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8 people found this helpful

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Rebecca Blackwell
Five Stars
Reviewed in the United States on November 1, 2016
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all ok

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Thomas Mason
Super Interesting Read
Reviewed in the United Kingdom on December 31, 2019
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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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josi
Splendido
Reviewed in Italy on April 4, 2024
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Da leggere assolutamente

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無為仙人
感情労働の原典
Reviewed in Japan on August 10, 2014
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ホックシールド（Hochshild）のEmotional Labor（感情労働）という概念は少し一人歩きしすぎの感じがしますが、過重労働で疲弊する若者たちを理解し、よりよき方向に導くには必要不可欠な概念。
少し古くなった本が届いたのですが、よく読み込まれているので安心。

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Deborah Patton
very interesting read
Reviewed in the United Kingdom on September 20, 2020
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very interesting read

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DRPR
Wegweisend - und doch auf einem Auge blind
Reviewed in Germany on November 25, 2014
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Ohne Zweifel war und ist diese Studie wegweisend was den Umgang mit Gefühlen in der Arbeitswelt betrifft. Dennoch bleibt auch sie im Cartesianischen Sinne auf einem Auge blind - da sie von der (impliziten) Prämisse ausgeht, dass sich Emotionen durch Kognitionen steuern lassen ... was in jüngster Zeit insbesondere von D. Goleman als Konzept Manager/innen vermarktet wird. Leider leugnet diese Perspektive die genuin affektive Logik von Gefühlen. Schade, aber trotzdem noch immer lesenswert.

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5.0 out of 5 stars Super Interesting Read

5.0 out of 5 stars Splendido

5.0 out of 5 stars 感情労働の原典

5.0 out of 5 stars very interesting read

4.0 out of 5 stars Wegweisend - und doch auf einem Auge blind

Super Interesting Read

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感情労働の原典

very interesting read

Wegweisend - und doch auf einem Auge blind