: Trained to be "nicer than natural," treating the aircraft cabin as if it were their own home to provide a sense of hospitality.

: Sustained emotional labor can lead to "emotive dissonance," where workers feel alienated from their own authentic feelings, eventually causing burnout or a sense of inauthenticity. Illustrative Examples

: While "surface acting" involves masking true feelings with outward expressions, "deep acting" involves using techniques (similar to Stanislavski's method acting) to trick oneself into actually feeling the desired emotion.

: Defined as the effort to manage and display specific emotions—such as friendliness for flight attendants or aggression for bill collectors—as a requirement of a job.