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University of California Press, Ltd.

London, England

© 1983, 2003, 2012 by

The Regents of the University of California

First paperback printing 1985

Library of Congress Cataloging-in-Publication Data

Hochschild, Arlie Russell, 1940–.

The managed heart : commercialization of human feeling / Arlie Russell Hochschild.

p. cm.

Includes bibliographical references and index.

ISBN 978-0-520-27294-1 (pbk. : alk. paper)

1. Emotions—Economic aspects. 2. Work—Psychological aspects. 3. Employee motivation. I. Title.

BF531.H62 2012

152.4—dc21

2003042606

Manufactured in the United States of America

20 19 18 17 16 15 14 13 12

10 9 8 7 6 5 4 3 2 1

The paper used in this publication meets the minimum requirements of ANSI/NISO Z39.48-1992 (R 2002) (Permanence of Paper).