Trim: 6 x 9⅜
978-0-7391-0309-8 • Hardback • January 2002 • $119.00 • (£92.00)
Mary Gatta is Director of Research and Analysis, Center for Women and Work at Rutgers, The State University of New Jersey.
Chapter 1 Exploring Emotional Balance in Restaurant Work
Chapter 2 Building a Theory of Emotional Balance
Chapter 3 Inside the Restaurant: A Detailed Description of the Everyday Work Life of a Server
Chapter 4 On the Front Line: Emotional Balance Scripts
Chapter 5 The Crying Waitress: Gender Expectations and Emotional Balancing
Chapter 6 Concluding Remarks: Implications for Future Studies of Emotional Balance
Chapter 7 Appendix: A Qualitative Approach to Emotional Balance
This study contributes something truly original to the social study of emotions, particularly Gatta's descriptions of the rules and scripts that people draw from as they manage their emotions in public places. . . . This close study of restaurant workers shows us how truly creative people can be as they deal with the constraints and stresses of their jobs and how emotional balancing acts are special skills demanded of service workers like these.
— E. Doyle McCarthy, Fordham University