Emotional labor in webcare and beyond: A linguistic framework and case study

This article presents a novel framework for examining how emotional labor is performed linguistically. Bringing together Arlie Hochschild's pioneering sociological work and insights from the linguistic literature on emotion, aims to capture discursive mechanisms through which workers express, background manage emotions in fulfilling their professional roles. We demonstrate case study of corpus Twitter interactions involving passengers airline customer service agents during first wave Covid-19 pandemic. Following recent calls triangulation linguistics, we explore using three complementary methods: lexical, move dialogic analysis. From theoretical perspective, this contributes improving our understanding pervasive phenomenon labor. an applied it offers new approach assessing communication practices various contexts.