managed heart

managed heart - The Emotional Self In Arlie Russell...

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The Emotional Self In Arlie Russell Hochschild’s analytical novel, The Managed Heart , the emotional identities of flight attendants and bill collectors are examined. The success of two professions, which both require a different type of personality, is congruent to their social treatment of their customer. If a bill collector is compassionate on the phone to a debtor, he or she will most likely not gain the respect or fear needed for the debtor to follow through with his or her demands. At the same time, if a flight attendant is rude to customers, the customers will most likely complain about their flying experience and perhaps use a different company for air travel. The emotional experience and identity of a flight attendant and bill collector are important to the social context they experience in their jobs. The emotional labor and emotional identity is crucial for a flight attendant. A flight attendant is expected to make the customer’s flying experience as pleasant as possible. In order to learn how to treat a customer, a flight attendant is put through two to
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This essay was uploaded on 04/16/2008 for the course SOCY 132 taught by Professor Besecke during the Spring '07 term at Kenyon.

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managed heart - The Emotional Self In Arlie Russell...

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