id	author	title	date	pages	extension	mime	words	sentences	flesch	summary	cache	txt
en-wikipedia-org-9351		Emotional labor - Wikipedia			.html	text/html	5973	807	58	Roles that have been identified as requiring emotional labor include those involved in public administration, espionage, law, caring for children, medical care, social work; most roles in a hospitality and food service; and jobs in the media.[3] As particular economies move from a manufacturing to a service-based economy, more workers in a variety of occupational fields are expected to manage their emotions according to employer demands when compared to sixty years ago. Arlie Hochschild's foundational text divided emotional labor into two components: surface acting and deep acting.[1] Surface acting occurs when employees display the emotions required for a job without changing how they actually feel.[1] Deep acting is an effortful process through which employees change their internal feelings to align with organizational expectations, producing more natural and genuine emotional displays.[13] Although the underlying processes differ, the objective of both is typically to show positive emotions, which are presumed to impact the feelings of customers and bottom-line outcomes (e.g. sales, positive recommendations, and repeat business).[13][14][15] However, research generally has shown surface acting is more harmful to employee health.[16][17][18] Without a consideration of ethical values, the consequences of emotional work on employees can easily become negative.	./cache/en-wikipedia-org-9351.html	./txt/en-wikipedia-org-9351.txt