Award-winning UC Berkeley sociologist Arlie Russell Hochschild, in her book The Managed Heart, coined the term "emotional labor" to describe the curious situation where "seeming to love the job becomes part of the job."
via fastcompany.com
Its not only hospitality that requires you to smile for the punters. Read on for the technology company and startup scenario which talks to the relative value placed on different job roles and that we should rethink the value places on people skills.