Service jobs demand emotional labor, leading to burnout
The constant emotional performance required in many service jobs, known as emotional labor, drains workers' mental resources, leading to profound exhaustion, burnout, and significant mental health challenges.
Many service workers, from flight attendants to nurses, constantly manage their feelings to meet job expectations. This 'emotional labor,' a term coined by sociologist Arlie Russell Hochschild in 1983, means faking smiles or empathy while suppressing frustration. This emotional dissonance is incredibly taxing, as employees essentially perform a role rather than express their true emotions.
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