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The managed heart: the commercialisation of human feeling – and its dangers

Management Research News

ISSN: 0140-9174

Article publication date: 1 March 2001

2766

Abstract

Defines the term emotional labour and considers the way staff handle their emotions and how feelings are taken into account in order to react to situations. Looks at the types of role which involve emotional labour and the human cost which can be paid by the individual. Considers the way companies sell such aspects of their service and the difficulties faced by employees who are asked to carry out such roles.

Keywords

Citation

Hayes, S. and Kleiner, B.H. (2001), "The managed heart: the commercialisation of human feeling – and its dangers", Management Research News, Vol. 24 No. 3/4, pp. 81-85. https://doi.org/10.1108/01409170110782667

Publisher

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MCB UP Ltd

Copyright © 2001, MCB UP Limited

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