The Managed Heart: Commercialization of Human Feeling , by Arlie Russell Hochschild , was first published in 1983. In it, she documents how social situations influence emotions through the experiences of flight attendants and bill collectors.
7-492: A 20th Anniversary edition with a new afterword added by the author was published in 2003. It was reissued in 2012 with a new preface. It has been translated into German (Campus Press), Chinese (Laureate Books, Taipei, Taiwan), Japanese (Sekai Shisosha, Kyoto, Japan), Polish (Polish Scientific Publishers PWN), and French (La Découverte, 2017). Hochschild's text is seminal and scholars like Sarah J. Tracy and Stephen Fineman have expanded on her concept of emotional labor . The book
14-634: A B.A. in 1993 from the University of Southern California , and received her Master of Arts and Ph.D. degrees in communication from the University of Colorado at Boulder , where she was advised by Stanley A. Deetz . While at Colorado, she became a co-author with Deetz and Jennifer Lyn Simpson of the book Leading Organizations through Transition: Communication and Cultural Change (Sage Publications, 1999, ISBN 978-0761920977 ). Her doctoral thesis on Emotional labor and correctional officers: A study of emotion norms, performance and unintended consequences in
21-958: A total institution (2000) won the National Communication Association 's Miller Dissertation Award. She joined the ASU faculty in 2000. Dr. Tracy’s communication scholarship examines emotion and identity within organizations, with a focus on workplace bullying , emotional labor , occupational burnout , and work-life balance . Through the use of qualitative research, such as participant observation, in-depth interviewing, focus groups, and discourse analysis, her ethnographic studies investigate targets of workplace bullying, male executives, correctional officers, 911 emergency call-takers, public relations professionals, and cruise ship activity coordinators. Tracy designs and conducts her research in an attempt to provide new information and knowledge that can potentially improve organizational environments and
28-561: Is an expansion on theoretical concepts that Hochschild first described in 1979. Using Goffman 's dramaturgical theory, she describes how different social situations have different emotional norms . When a person's feelings do not fit the norms of the situation, people engage in practices to bring them into agreement through a combination of cognitive, bodily, or expressive techniques. Surface acting involves simply pretending to feel what one does not, primarily through body language, facial expressions, and tone of voice. These rules vary based on
35-403: The debtor's status through increasing their own, using a variety of cognitive and verbal ways to trick debtors or withhold empathy from them. Collectors were expected to do this even if they did not truly side with the company they were collecting payment on behalf of. Hochschild's book constituted a major development in symbolic interactionism and the sociology of emotions , having influenced
42-507: The social group one is a part of. Hochschild's primary example describes the emotional norms in the workplace of female flight attendants. In order to sell passengers the experience of good customer service, the attendants were expected to remain calm and cheerful. Rather than the pleasant demeanor expected of flight attendants, the occupational norms for bill collectors were to maintain a suspicious view of debtors in order to get them to pay more effectively. Collectors are pushed to deflate
49-753: The work of scholars such as Nancy Whittier and Kari Norgaard . In 1983, the book received the Charles Cooley Award, given by the American Sociological Association . It also received an honorable mention for the C. Wright Mills Award . This article about a sociology -related book is a stub . You can help Misplaced Pages by expanding it . Sarah J. Tracy Sarah J. Tracy is an organizational communication scholar and full professor in Arizona State University ’s Hugh Downs School of Human Communication. Tracy earned
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