The indignity of service work | My experiences as a fast-food worker | Part 6
“Using dramaturgical analysis, we see here how the actors need to perform convincingly enough that the audience doesn’t have the illusion of the overall interaction shattered- this is called impression management. Here, positive affect is a goal of the corporation because it increases profits but this extra work, which Arlie Hochschild labels “emotional labour” isn’t considered renumerable work.
This emotional labour not only compounds the exploitation of the worker, as they produce more surplus value for their employer, but it is a more obvious example of the alienation caused by capitalism.” … More The indignity of service work | My experiences as a fast-food worker | Part 6