Editing Flight attendant (section)

== Emotional labour ==
The concept of [[emotional labor|emotional labour]] as the process of managing feelings and expressions to fulfil the emotional requirements of a job through a publicly visible facial and bodily display within the workplace (as opposed to the concept of [[emotion work]], i.e. the management of one's feelings in private life) was first established and linked to the profession of flight attendants by Professor Emerita of Sociology [[Arlie Russell Hochschild|Arlie Hochschild]], in her book, ''[[The Managed Heart]]''.<ref name=":3">{{Cite book |title=The Managed Heart: Commercialization of Human Feeling |last=Hochschild |first=Arlie Russell |author-link=Arlie Russell Hochschild |date=1983 |publisher=University of California Press |isbn=978-0520048003 |location=Berkeley |oclc=9280843}}</ref> According to Hochschild, flight attendants do emotional labour to enhance the status of the customer and entice further sales by their friendliness,<ref>{{Cite book|title=The Managed Heart: Commercialization of Human Feeling |last=Hochschild |first=Arlie Russell |date=1983|publisher=University of California Press|isbn=978-0520048003|location=Berkeley|pages=16|oclc=9280843}}</ref> and support this effort by evoking feelings that make the "nice" display seem natural.<ref>{{Cite book|title=The Managed Heart: Commercialization of Human Feeling|last=Hochschild |first=Arlie Russell |date=1983|publisher=University of California Press|isbn=978-0520048003|location=Berkeley|pages=165|oclc=9280843}}</ref> With regard to how flight attendants are supposed to use their smile in the job, the author writes:

{{Blockquote|[I]n the flight attendant's work, smiling is separated from its usual function, which is to express a personal feeling, and attached to another one—expressing a company feeling. The company exhorts them to smile more, and "more sincerely," at an increasing number of passengers. The workers respond to the speed-up with a slowdown: they smile less broadly, with a quick release and no sparkle in the eyes, thus dimming the company's message to the people. It is a war of smiles.<ref>{{Cite book|title=The Managed Heart: Commercialization of Human Feeling|last=Hochschild |first=Arlie Russell |date=1983|publisher=University of California Press |isbn=978-0520048003|location=Berkeley|pages=127|oclc=9280843}}</ref>}}

Hochschild notes that corporate logic in the airline industry&nbsp;generates a series of links between competition, market expansion, advertising, heightened passenger expectations about rights to display, and company demands for acting; and when conditions allow this logic to work, private use of emotional exchange gives way to corporate use of emotional exchange.<ref>{{Cite book|title=The Managed Heart: Commercialization of Human Feeling|last=Hochschild |first=Arlie Russell |date=1983|publisher=University of California Press|isbn=978-0520048003|location=Berkeley|pages=90|oclc=9280843}}</ref>

Hochschild also writes of how flight attendants are trained to control passengers' feelings during times of turbulence and dangerous situations while suppressing their own fear or anxiety.<ref name=":3" />

The [[emotional labor|emotional labour]] performed by flight attendants and cross-cultural aspects of it have since been actively studied and are a topic of ongoing research.<ref>{{Cite journal|last1=Lee|first1=Chongho|last2=An|first2=Myungsook|last3=Noh|first3=Yonghwi|date=1 September 2015|title=The effects of emotional display rules on flight attendants' emotional labor strategy, job burnout and performance|journal=Service Business|volume=9|issue=3|pages=409–425|doi=10.1007/s11628-014-0231-4|s2cid=144953839|issn=1862-8508}}</ref><ref>{{Cite book|last=Okabe|first=Noriko|title=Advances in Human Factors, Business Management and Society |chapter=Role Ambiguity and Trust Repair of Flight Attendants: Emotional Labor of Human Service Employees |date=2019|editor-last=Kantola|editor-first=Jussi Ilari|editor2-last=Nazir|editor2-first=Salman|editor3-last=Barath|editor3-first=Tibor|volume=783|series=Advances in Intelligent Systems and Computing|publisher=Springer International Publishing|pages=84–96|doi=10.1007/978-3-319-94709-9_9|isbn=9783319947099|s2cid=150082931}}</ref><ref>{{Cite journal|last=Williams|first=Claire|date=1 November 2003|title=Sky Service: The Demands of Emotional Labour in the Airline Industry|journal=Gender, Work & Organization|volume=10|issue=5|pages=513–550|doi=10.1111/1468-0432.00210|issn=1468-0432}}</ref><ref>{{Citation|last1=Taylor|first1=Ian|chapter=Chapter 7 Cultural Differences in Emotional Labor in Flight Attendants|date=1 January 2006|volume=2|pages=167–191|series=Research on Emotion in Organizations|publisher=Emerald Group Publishing Limited|doi=10.1016/s1746-9791(06)02007-4|last2=Brotheridge|first2=Céleste M.|title=Individual and Organizational Perspectives on Emotion Management and Display|isbn=978-0-7623-1310-5}}</ref>