Managed Heart

A sociological theory of emotion: we feel what we think we should feel, relative to our gender, social status, education, and professional level. This study documents the 'feeling rules' and analyzes 'emotion work', looking in particular at airline flight attendants and bill collectors. The new afterword describes recent research and discusses many of the new service economy jobs, including nannies, childcare workers, au pairs, elder workers, and nursing home workers. It also identifies the new trend of the home as workplace, which draws on both work and family cultures.