Author: Arlie Russell Hochschild
Synopsis
Hochschild introduces the concept of emotional labor: the management of feelings and emotional displays as part of paid work. Through studies of flight attendants and bill collectors, she shows how organizations can regulate workers' emotions.
Why It Matters to Sociology
The concept became essential to the sociology of work. Emotional labor is now studied across healthcare, education, hospitality, customer service, management, and digital work, making the book highly influential in understanding modern employment.