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561 Annals Am. Acad. Pol. & Soc. Sci. 8 (1999)

handle is hein.cow/anamacp0561 and id is 1 raw text is: ANNALS, AAPSS, 561, January 1999 Emotional Labor Since The Managed Heart By RONNIE J. STEINBERG and DEBORAH M. FIGART ABSTRACT: The phrase emotional labor was coined by sociologist Arlie Hochschild in 1983 in her classic book, The Managed Heart. Jobs requiring emotional labor typically necessitate contact with other people external to or within the organization, usually involving face-to-face or voice-to-voice contact, especially in service work. In this article, the authors summarize Hochschild's pathbreaking work and assess the state of the current multi- and interdisciplinary litera- ture on emotional labor. They distinguish between two interrelated areas of research on emotional labor. The first area involves predomi- nantly, though not exclusively, qualitative case studies of employees at workplaces in the service sector. A second set of studies, primarily quantitative, investigates the link between emotional labor at home, in different jobs, or in nurturing activities (a specific form of emo- tional labor) and its consequences for individual employees' job satis- faction, productivity, and pay. Ronnie J. Steinberg is professor of sociology and director of the Women's Studies Program at Vanderbilt University. She is the author of Wages and Hours: Labor and Reform in Twentieth Century America and editor of Equal Employment Policy for Women and Job Training for Women. She has authored or coauthored more than 35 articles on feminist reforms, employment policies, and gender-based labor market inequality. She edits the series Women in the Political Economy, for Temple University Press. Deborah M. Figart is associate professor of economics at Richard Stockton College. She is coauthor of Contesting the Market: Pay Equity and the Politics of Economic Re- structuring. She has written more than 30 articles on employment, wages, and work time and is a founding member of the International Association for Feminist Economics. 8

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