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date: 16 February 2019

Abstract and Keywords

This chapter reviews the contribution of Hochschild to organization studies. Hochschild’s analysis of emotional work and emotional labour has opened up new directions in the analysis of organizations, society, and management. Hochschild shows how commodification of aspects of intimate life require the creation of emotional labour where individuals are paid to demonstrate ‘caring qualities’. The contradiction between ‘labour’ as an instrumental activity and ‘caring’ as an aspect of moral collective identity is revealed by Hochschild in a range of organizational settings. As managers try to define and regulate what is an appropriate form of ‘caring’, they set targets and key performance indicators which have the effect of removing the altruistic element of ‘caring’ and replacing it with a form of simulation and acting, sometimes leading to disastrous consequences. By identifying the emotional layer that exists within organizations and occupations, Hochschild has made a fundamental contribution to our understanding.

Keywords: emotions, emotional work, emotional labour, care deficits, feeling rules

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