I'm curious. What do you think the term "emotional labor" means? Please no cheating by reading the replies.
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As a follow-up: if emotional labor is broader than the Hochschild definition, what term would you use to describe the professional work of managing the emotions of customers and colleagues?
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For the record, the Workplace Emotional Labor and Diversity lab at Penn State calls the friendship/relationship version "emotional work", in the same way that cutting up wood for a hobby is "work" but not "labor".