
The Managed Heart, Commercialization of Human Feeling
Arlie Russell Hochschild
University of California Press, 2012
339pp, $39.95
Forcing front line staff to engage at a “personal level” with customers has been an increasingly obnoxious part of low paid workers’ employment.
To obscure the all-pervasive low quality of the “food” and “services” that capitalism offers, what is sold now is the “experience” of social interaction. Key to the Happy Meal is the “happy sale”.