The Managed Heart: Commercialization of Human Feeling.

By Julie V. Brown, A. Hochschild. 1985

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Citations in the corpus

The Power of Feelings: Emotion, Imagination, and the Construction of Meaning in Adult Learning (2001, unknown): “Understandings of emotion are shaped by specific sociocultural (Denzin, 1984; Hochschild, 1983; Katz, 1999; Lupton, 1998; Lutz, 1988; Lyons, 1995) and psychic contexts (Chodorow, 1999; Chodorow, 1997; Denzin, 1984; Hillman, 1975; Moore, 1992; Ulanov, 1999; Woodman and Dickson, 1996).”
Compassion at the counter: Service providers and bereaved consumers (2006, background): “Emotional labour, compassion and service encounters Hochschild (1983) placed emotions on the organizational agenda by asking what happens when the management of emotions shifts from a private act to one undertaken for commercial purposes.”
Emotional Intelligence, its Measurement and Implications for the Workplace (2008, background): “The necessity on the part of service agents to adapt their responses and to display appropriate emotions (which the employee may not feel) in order to satisfy the customer has been widely termed emotional labour (Hochschild 1983; Zeithaml and Bitner 2000).”
Emotions and Leadership: The Role of Emotional Intelligence (2000, background): “of reasons including the existence of display rules (Ekman, 1973) which dictate which emotions should and should not be expressed in a given social context (Hochschild, 1983; Rafaeli & Sutton, 1987, 1989).”
Affectivity, Emotional Labor, Emotional Exhaustion, and Emotional Intelligence in Coaching (2016, background): “That is, as emotional labor itself is a type of labor or skill, it can be developed through training (Hochschild, 1983). For example, a training program can present a series of pictures or video clips that generates aversive mood to coaches and subsequently help them regulate those negative emotions”
Emotions in the Workplace (2017, background): “As Figure 2 shows, the ﬁve levels are strongly interrelated, both across and between levels of”
Don't Interrupt Me! An Examination of the Relationship Between Intrusions at Work and Employee Strain (2013, background): “Universal workplace display rules (i.e., expectations for emotional expression; Ekman & Friesen, 1975; Hochschild, 1983) typically discourage the display of frustrated affect toward their fellow employees, forcing employees to fake, suppress, and modify their affective expressions (Ashforth &…”
Relevance of Emotional Intelligence for Effective Job Performance: An Empirical Study (2010, background): “In so far as the management of social behaviour involves the management of emotions (Hochschild, 1983), EI has the potential to be a strong predictor of performance.”
Necessary Evils and Interpersonal Sensitivity in Organizations (2005, background): “…a manager experiences the pained look of an employee being laid off and the more times a doctor delivers a cancer diagnosis to an anxious family, the less poignantly the unsettling dimensions of these tasks will register on each of these performers (Hochschild, 1983; Kahn, 1990; Maslach, 1982).”
Human-Machine Collaboration for Content Regulation: The Case of Reddit Automoderator (2019, background): “A complementary line of research has focused on understanding the “emotional labor” [48] of moderation work [30, 60, 61, 75, 77, 90, 91].”
Emotion Work Revealed by Job Loss Discourse: Backgrounding-Foregrounding of Feelings, Construction of Normalcy, and (Re)instituting of Traditional Masculinities (2003, background): “…backgrounded feelings could erupt at any time depending on how well the “actor” or individual who lost his job employed surface (feeling appearances) or deep acting (real feelings) and solicited others in constructing the emotional tone of the situation (see Goffman, 1959; Hochschild, 1979, 1983).”