35: The Managed Heart - Arlie Hochschild (Part 1)
Tune in as we tackle a seminal work on the uses of emotion as part of one\u2019s job, and the social and psychological implications this has on one\u2019s role as a producer of products or provider of services. The Managed Heart,\u201d by Dr. Arlie Hochschild, introduced the concept of emotional labour as a counterpart to the physical and mental labour performed in the scope of one\u2019s duties. You will never look at the phrase \u201cservice with a smile\u201d the same way again!