The Managed Heart Revisited: Exploring the Effect of Institutional Norms on the Emotional Labor of Flight Attendants Post 9/11
Why this work is in the frame
A frame that forgets how it found something cannot be audited. These are the routes that admitted this work.
Bibliographic record
Abstract
This article examines the emotional culture of flight attendants thirty-two years after Hochschild’s (1983) study, The Managed Heart. Using data collected by participant observation and informal interviews, we argue that flight attendants are empowered by post-9/11 institutional changes in security policies and as a result are using more discretion in how they perform courteous emotional labor. We put forward two interrelated concepts—the “9/11 effect” and “role shields”—to explain how a new emphasis on safety over courtesy in institutional policies provides cabin crew with a normative resource to achieve greater autonomy. We establish that flight attendants are now more assertive when they interact with passengers. By acknowledging the flight attendant’s post-9/11 experience and their increase in what we label emotional agency, this study offers a historical-comparative complement to Hochschild’s emphasis on emotive constraints.
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Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.010 | 0.002 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.000 | 0.001 |
| Science and technology studies | 0.001 | 0.001 |
| Scholarly communication | 0.000 | 0.001 |
| Open science | 0.001 | 0.000 |
| Research integrity | 0.000 | 0.001 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from it