The Affective Consequences of Service Work

  title={The Affective Consequences of Service Work},
  author={Amy S. Wharton},
  journal={Work and Occupations},
  pages={205 - 232}
  • A. Wharton
  • Published 1 May 1993
  • Psychology, Economics
  • Work and Occupations
Understanding the social-psychology effects of frontline service work requires attention to the emotional labor performed by incumbents of these positions. Using Hochschild's 1983 classification of jobs requiring emotional labor, this study examines the effects of emotional labor on workers employed in the banking and hospital industries. The results suggest that performance of emotional labor does not have uniformly negative consequences for workers, as some accounts imply. Instead, the… 
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