Sociology SOC-R 100 Lecture Notes - Lecture 26: Invisibilia, Emotional Labor, Customer Service
7 Dec 2016
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Hochschild: the managed heart: the commercialisation of human feeling. Our feelings and emotional display are socially influenced. In many workplaces, our emotional selves are part of what we sell to our employers. A lot of the work people will do aren"t going to be with things, but with people. Entry level service jobs: waitress, bank teller, retail, salesperson. Are what guide emotion work by establishing the sense of entitlement or obligation that governs emotional exchanges (57) We know the difference between private feelings and private experience vs. public feelings and. Example: opening a gift you don"t like, you act happy. Social expectations about type, intensity, duration, timing, and placing of feelings. Example; how long should you be depressed about a breakup, how long should you be happy about a job you recently got. Example: wedding (very happy occasion) or funerals (very sad occasion)
