ABSTRACT
While studying emotions and feeling rules in organizations, Arlie Russell Hochschild followed the path trodden by Erving Goffman before her. There is also a clear connection with the work of Norbert Elias, who stressed society's influence on the way people learn to restrain and discipline themselves and essentially control their emotions. Arlie Russell Hochschild's work on emotions in organizations became well known through her study of flight attendants and debt collectors. While examining the behaviour of employees in these occupations, she coined a concept that became instantly famous and inspired a lot of new research: the managed heart. Former United States president Barack Obama describes in his memoirs how Dutch soldiers who were deployed to the so-called 'policing actions' in Indonesia set his stepfather's family's house aflame and killed his family members. Arlie Russell Hochschild has contributed to the sociology of emotions in ways that have been helpful to studying important phenomena in organizations.
