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ALIENATING AND LIBERATING EMOTIONS AT WORK

Supermarket Clerks' Performance of Customer Service

Hochschild's 1980s study of flight attendants found them estranged from their emotions. Using evidence drawn from interviews and observations of supermarket clerks' performance of customer service, this study replaces Hochschild's concept of emotional labor with new definitions of emotion as work-autonomous emotion management and regulated emotion management-making control rather than exchange value central to understanding emotion at work.

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