ALIENATING AND LIBERATING EMOTIONS AT WORK
- 1 October 1993
- journal article
- research article
- Published by SAGE Publications in Journal of Contemporary Ethnography
- Vol. 22 (3), 361-381
- https://doi.org/10.1177/089124193022003004
Abstract
Hochschild's 1980s study of flight attendants found them estranged from their emotions. Using evidence drawn from interviews and observations of supermarket clerks' performance of customer service, this study replaces Hochschild's concept of emotional labor with new definitions of emotion as work-autonomous emotion management and regulated emotion management-making control rather than exchange value central to understanding emotion at work.Keywords
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