emotional labour


Also found in: Dictionary, Wikipedia.

emotional labour

the face-to-face interaction and the sustained display of particular ‘emotions’ required by workers in particular occupations, such as air stewardesses or bar and casino staff. The term was introduced by A. Hochschild (The Managed Heart: Commercialization of Human Feeling, 1983). According to Hochschild, such work is guided by ‘feeling rules ’ (governing the appropriateness of particular emotions to particular social situations) and effectively means the COMMODIFICATION of emotions. As the service sector of most advanced economies expands (especially personal services) the number of people (often women) involved in emotional labour processes continues to rise.
References in periodicals archive ?
These appraisals are consistent with the emotional labour perspective that service-related professionals should exhibit some, but not other emotions as part of their job requirements (Hochschild, 1983).
Nurse educators have a role in supporting students' innate caring attributes and in helping them avoid stress, burnout and excessive emotional labour.
Data of the pilot study was analysed by using exploratory factor analysis to extract the initial factor of emotional labour.
Recently, research has focused on the domestic (Sikic-Micanovic, 2011) and emotional labour (Hochschild, 1983) of women, while scholars have also attempted to conceptualise new patterns of productivity.
Emotional labour and successful ageing in the workplace among older Chinese employees.
These findings are significant and support other literature that has suggested that staff wellbeing needs further research in order to consider the relationship between the emotional labour of staff and how this impacts on student wellbeing and success (Berry & Cassidy 2013).
Three notable areas of study in which multiple Australian authors have contributed are outlined here: the application of the theory of emotional labour to the tour guiding context; the measurement and modelling of satisfaction in the context of a guided tour; and the operationalisation and testing of the cognitive, affective and behavioural outcomes of interpretation.
Emotional labour is more pronounced in interactive service roles where significant communication is necessarily exchanged as a part of the service delivery.
Keywords: Compassion, Emotional Labour, Emotional Management, Anxiety, Social Defences, Psychoanalysis, Blame Culture
These reveal both strong opinions and a significant degree of emotional labour in her epistolary style.