This book focuses on 'the dark side' of emotional labour, exploring the work that is emotionally disturbing, wearying, deeply upsetting and sometimes damaging to those who undertake it.

Jenna Ward is Senior Lecturer in Organisational Behaviour at DeMontford University, UK.

Robert McMurray is Senior Lecturer in Management at Durham University, UK

1. Introduction 2. Paid to Scare or Care? The invisibility of antipathetic emotional labour 3. Absent Emotion? Remaining neutral in the face of abuse 4. Dealing in Emotional Dirty Work 5. "Who Will We Go To With Our Problems?" Emotional pain and the threat of Toxicity 6. "Some People Can Do It and Some People Can't" Emotional capital as exposure, experience and praxis 7. Emotional Labour and the Ethics of Care