Discusses the thesis of the book. Effects on people of turning human emotion into a commodity. The human costs of emotional labor demanded by the business community. Concept of deep acting on part of employees. Focus on training of Delta Airline Flight attendants for customer service. Problems encountered by flight attendants.
From the Paper:
In The Managed Heart: Commercialization of Human Feeling (1983), Arlie Russell Hochschild discusses the transmutation of human emotion into a commodity, and the effects this has on those who daily expend their emotion for the sake of business. While the first part of her book she dedicates to private life, in the second part she discusses the costs of emotion work in the workplace and the different strategies used by both employees and employers to manage these costs. Specifically, Hochschild focuses on the commercial expropriation of feeling management, the differences between various types of emotion labor, and how gender, status and the search for authenticity are effected by the feeling mechanism in each individual.
In the beginning, Hochschild points out that emotion work and emotion exchange are both a natural occurrence in every day
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