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3 pages/≈825 words
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2
Style:
APA
Subject:
Psychology
Type:
Book Report
Language:
English (U.S.)
Document:
MS Word
Date:
Total cost:
$ 12.96
Topic:
Perspectives on Labor Studies
Book Report Instructions:
In 1983, sociologist Arlie Hochschild wrote The Managed Heart: The Commercialization of Human
Feeling. She combined psychological scholarship on “human emotion” with sociological studies of
the work place. She argued that humans use their innate emotional abilities to create relationships,
i.e., they engage in “emotional labor” to build and maintain relationships. Some service sector
employers are now purchasing the emotional labor power in order to sell emotions to customers. You
are reading two chapters from this book – “The Commercialization of Feeling” and “The Search for
Authenticity”. In these chapters, she shows how emotions become commodities, and she shows the
effects of this commodification on employees, employers, and society.
Please read the two chapters I have attached (PDF) and answer the questions:
1) Generally, what is emotional labor? How do you know when you are doing it?
2) Explain the demand for emotional labor, or “acting”, in the airline industry. In other
words, what force(s) drove the airline industry to “commercialize feeling?”
3) Explain how airline industry management created a pool of workers who could fill the
demand for emotional labor so that they could produce a feeling that could be sold to
customers.
4) Describe the ways flight attendants responded to management’s attempts to control
them and to customer expectations.
5) In the “Search for Authenticity”, Hochschild argues that the commercialization of
feelings is having an impact on our culture and society. What is the “Search for
Authenticity”?
6) Do you think there are consequences or unique effects that flow from “the
commercialization of feeling”? For example, does the “commercialization of feeling”
have an impact on: a) the individual flight attendant; b) the customer; and c) society?
Explain.
Book Report Sample Content Preview:
Perspectives on Labor Studies
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Perspectives on Labor Studies
Answer 1
Arlie Hochschild defined emotional labor as a complex regulation of one’s feelings about a job. People intentionally modify, suppress, or amplify their emotions to fit social norms or job requirements. The manifestation of this emotional masking and intensifying intended to provoke specific reactions or to keep up with desired interpersonal dynamics overlooks the simple emotional expression. This awareness comes when people alter their emotional expressions to champion a specified circumstance. One can know they are experiencing emotional labor in cases of mimicking excitement during customer interactions or hiding dissatisfaction in the workplace. In the workplace, one can see that emotions are recreational, which means a person needs to balance fake and real feelings (Hochschild). As a result, one can forget their feelings about adhering to social norms or organizational objectives. Emotional labor in the workplace portrays a complex interplay between feelings and social standards.
Answer 2
The "acting" aspect in the aviation industry results from the competitive atmosphere and the customer's changing expectations. Airlines incidentally adopted numerous strategies to set themselves apart from other competitors in other aspects, such as pricing and route options. Airlines quickly realized that the psychological component of service delivery was significant when the air traveller’s experience became highly influential in advocacy and loyalty (Hochschild). The approach promoted the availability of convenient transportation and fulfilled the emotional side of their journey. Airlines started commercializing emotions by relying on emotional labor as a strategic tool to develop a customer-friendly travel atmosphere. Besides manifestations of emotional work, which can be found in the emergence of service-oriented economies and heightened consumerism, the airlines' need to use it to strengthen their brand and competitiveness further proves this phenomenon. As a result, there has been a rise in consumer expectations, competition with other airlines, and the general cultural aspects that encourage experiential consumption as the key factors.
Answer 3
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