Cover -- Title Page -- Copyright Page -- Table of Contents -- Preface -- Acknowledgments -- Part One/Private Life -- 1. Exploring the Managed Heart -- 2. Feeling as clue -- 3. Managing Feeling -- 4. Feeling Rules. -- 5. Paying Respects with Feeling: The Gift Exchange -- Part Two/Public Life -- 6. Feeling Management: From Private to Commercial Uses -- 7. Between the Toe and the Heel: Jobs and Emotional Labor -- 8. Gender, Status, and Feeling -- 9. The Search for Authenticity -- Afterword to the Twentieth Anniversary Edition -- Appendixes -- A. Models of Emotion: From Darwin to Goffman -- B. Naming Feeling -- C. Jobs and Emotional Labor -- D. Positional and Personal Control Systems -- Notes -- Bibliography to the Twentieth Anniversary Edition -- Bibliography.