The Managed Heart Revisited: Exploring the Effect of Institutional Norms on the Emotional Labor of Flight Attendants Post 9/11

《The Managed Heart Revisited: Exploring the Effect of Institutional Norms on the Emotional Labor of Flight Attendants Post 9/11》

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关键字: 9/11 effect; institutional change; emotional labor; emotional agency; role shields; SERVICE WORK; GENDER; STORES

作者单位: [Santin, Marlene] McMaster Univ, Hamilton, ON, Canada. [Kelly, Benjamin] Nipissing Univ, Sociol, North Bay, ON, Canada. Kelly, B (reprint author), Nipissing Univ, Dept Sociol & Anthropol, 100 Coll Dr,Box 5002, North Bay, ON P1B 8L7, Canada. E-Mail: benjamink@nipissingu.ca

摘要: This article examines the emotional culture of flight attendants thirty-two years after Hochschild's (1983) study, The Managed Heart. Using data collected by participant observation and informal interviews, we argue that flight attendants are empowered by post-9/11 institutional changes in security policies and as a result are using more discretion in how they perform courteous emotional labor. We put forward two interrelated concepts-the "9/11 effect" and "role shields"-to explain how a new emphasis on safety over courtesy in institutional policies provides cabin crew with a normative resource to achieve greater autonomy. We establish that flight attendants are now more assertive when they interact with passengers. By acknowledging the flight attendant's post-9/11 experience and their increase in what we label emotional agency, this study offers a historical-comparative complement to Hochschild's emphasis on emotive constraints.