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, the framework aims to capture the discursive mechanisms through which workers express, background and manage emotions in fulfilling their professional roles. We demonstrate the framework through a case study of a corpus of Twitter interactions involving passengers and airline customer service agents during the first wave of the Covid-19 pandemic. Following recent calls for triangulation in corpus linguistics, we explore the corpus using three complementary methods: lexical, move and dialogic analysis. From a theoretical perspective, this study contributes to improving our understanding of the pervasive phenomenon of emotional labor. From an applied perspective, it offers a new approach for assessing communication practices in various professional contexts.

本文提出了一个新的框架来检查情绪劳动是如何在语言上进行的。该框架汇集了 Arlie Hochschild 开创性的社会学工作和来自情感语言文学的见解，旨在捕捉工人在履行其专业角色时表达、背景和管理情绪的话语机制。我们通过在 Covid-19 大流行的第一波期间涉及乘客和航空公司客户服务代理的 Twitter 交互语料库的案例研究来展示该框架。根据最近在语料库语言学中对三角剖分的呼吁，我们使用三种互补的方法来探索语料库：词汇分析、移动分析和对话分析。从理论的角度来看，这项研究有助于提高我们对普遍存在的情绪劳动现象的理解。从应用的角度来看，它为评估各种专业环境中的沟通实践提供了一种新方法。