The Managed Hand

Abstract

This ethnographic study of service interactions in Korean immigrant women–owned nailsalons in New York City introduces the concept “body labor” to designate a type of gendered work that involves the management of emotions in body-related service provision. The author explores variation in the performance of body labor caused by the intersection of the gendered processes of beauty service work with the racialized and class-specific service expectations of diverse customers. The study examines three distinct patterns of service provision that are shaped by racial and class inequalities between women: (1) high-service body labor, (2) expressive body labor, and (3) routinized body labor. These patterns demonstrate that a caring, attentive style of emotional display is dominant in workplaces governed by white, middle-class “feeling rules” but that different racial and class locations call forth other forms of gendered emotionalmanagement that focus on displaying respect, reciprocity, fairness, competence, and efficiency.