"Finally, a book that brings together emotion, power and identity: Steve Fineman has gathered a fine group of researchers and some fascinating studies to provide us with invaluable new insights about what it means to work in the emotional organization." Cynthia Hardy, University of Melbourne "This fresh, innovative collection of essays offers the reader a wondrous range of voices – among them an assistant director for hospitality on a cruise ship, an intake worker at a rape crisis center, a call center trainer coaching trainees to “sound right,” and a job center employee managing the frustration of despairing job seekers. All these and more provide take-off points for some of the most exciting forays into basic theory of emotion I’ve seen in a long while. This is a great collection." Arlie Russell Hochschild, Berkeley University "The study of emotion work has become a fertile area of theory and research concerning work and identity in modern society. This important volume adds significantly to this field by providing new theoretical and empirical insights that will add greatly to this already lively field.It will be essential reading for social scientists with an interest in the nature of the contemporary workplace." Alan Bryman, University of Leicester