step 3 annotated bibliography

Furnham, Adrian. “IN SIGHT Smile. Script. Action. You must be is service, says Adrian Furnham.” The Daily Telegraph (London) June 1, 2006 Print
The Daily Telegraph article is on how service staff is required to express emotions they do not necessarily feel. They have to smile and look relaxed even if that is not how they feel. They are taught to read from scripts, which teaches them the appropriate emotion which may in time, become how they feel.
Solomon, Jolie. “Trying to Be Nice Is No Labor of Love—Customer Service—Challenge for the ‘902: Forced Courtesy Strains Workers, Irks Customers.” Wall Street Journal (New York) Nov. 29 1998 Page 81 Print
This 1990 article in the Wall Street Journal Solomon talks about how many different companies expect front-line employees to expend emotional labor, they are the closest to the customers and yet they are the lowest paid. Delta Airlines is one of the companies who put prospective flight attendants through simulated passenger contacts to gauge if they have “a kind of warmth, a kind of pleasure to have you on board.”
Terkel, Studs. “Working.” : Terry Mason page 41-49 1972
In this interview Terry is an airline stewardess in the 1970’s she tells us that she is told what kind of make-up to wear, what kind of hairstyle as well. She gives you an inside look on first class passengers, how they act as well as the coach passengers. She describes stewardess school and how everyday they had to pass an examination in order to do your job.
Hochschild, Arlie. “Exploring the Managed Heart: Private Life.” Pages 3-9In this chapter of the book Sociologist Arlie Hochschild coins the term “emotional labor”. She compares two jobs one form 1863 in England in a wallpaper factory to a flight attendant 117 years later. The reason for the comparison is to show how assembly lines have changed to another kind of labor the face-to-face delivery of service. What are the costs of managing emotion, in private life and work?