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In our private lives, we often find ourselves balancing genuine emotions with the roles imposed by society. In The Managed Heart: Commercialization of Human Feeling, Arlie Russell Hochschild delves into the concept of "emotion work" and the everyday challenge of aligning what we truly feel with what we believe we ought to display. This deep exploration reveals how the management of love, envy, or anger transcends personal boundaries and enters the realm of public interactions. Hochschild’s study focuses on two distinct groups: flight attendants and bill collectors. These workers, engaged in direct public contact, are tasked with following implicit "feeling rules" that shape their interactions. Whether it is enhancing a customer's experience by being exceptionally courteous or deliberately unsettling a debtor through calculated discourtesy, the book uncovers the subtle yet significant cost of emotional labor and its profound impact on both individuals and society.
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