Erickson wants to look at what she calls "emotional labor" — or what nurses face in creating or suppressing their own feelings to make others feel OK. Nurses, for example, might have to hide their feeling of frustration and act happy with patients even when they're extremely overworked. This stress can contribute to burnout.
—Cheryl Powell, "Nurses have area expert on their side," Akron Beacon Journal, April 24, 2002

The Managed Heart [is a] perceptive study of ''emotional labor'' — jobs, like those of airline stewardesses, in which workers are trained to use emotion the way actors do, but who, according to this thoughtful sociologist, often end up unsure of what they really feel.
—"Notable Books of the Year," The New York Times, December 4, 1983