35: The Managed Heart - Arlie Hochschild (Part 1)
b'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!'