The Emotional Labor of Service: Expectations vs. Realities

What connects actors with baristas? In 1983, the American sociologist Arlie Russell Hochschild published a book called The Managed Heart which studied the working world of airline stewards. Jaswinder Blackwell-Pal’s essay considers what it means when a waiter smiles as they serve you and looks at some recent court cases over performing at work.

Dr Jaswinder Blackwell-Pal is a New Generation Thinker on the scheme run by the Arts and Humanities Research Council and the BBC to put academic research on radio. She is based at Queen Mary, University of London. Her research focuses on performance and work, including how drama based methods are implemented in across other sectors and industries. She is a member of the research collective Performance and Political Economy.

Producer: Lisa Jenkinson