Emotional labor

Emotional labor is the process of managing feelings and expressions to fulfill the emotional requirements of a job.^[1][2] More specifically, workers are expected to regulate their personas during interactions with customers, co-workers, clients, and managers. This includes analysis and decision-making in terms of the expression of emotion, whether actually felt or not, as well as its opposite: the suppression of emotions that are felt but not expressed. This is done so as to produce a certain feeling in the customer or client that will allow the company or organization to succeed.^[1]

Roles that have been identified as requiring emotional labor include those involved in education, public administration, law, childcare, health care, social work, hospitality, media, advocacy, aviation and espionage.^[3][4] As particular economies move from a manufacturing to a service-based economy, more workers in a variety of occupational fields are expected to manage their emotions according to employer demands when compared to sixty years ago.^{[citation needed]}