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The theme of this book is "emotional labor", a concept taken from sociologist Arlie R. Hochschild, and which consists of understanding, evaluating and managing one's own emotions as well as those of others. Hochschild, and which consists of understanding, evaluating and managing one's own emotions as well as the emotions of others. In the service sector, the work performed by an individual constantly requires a certain amount of emotional control. As a result, a demand for emotional work has developed in many service sector companies. From then on, emotions are no longer part of the private domain, but belong to the public sphere and are therefore commodified. The speeding up of the pace in the service industry also appeared, but this was followed by a slowing down of the pace by the employees. This acceleration has made clearer the ambivalence felt by many workers: how much of themselves do they devote to the "role" they must play at work, and how much of themselves do they protect? This is what has been explored and reported on throughout this book.