Hochschild's hospitality example is the air stewardess who has been appointed because of her physical attractiveness and personality, is trained to exude charm and cheerful enjoyment of her stressful, servile and routine job, even in the face of unreasonable, rude or drunken behaviour on the part of airline customers. Smiling is part of the job, however tired, ill or unhappy the incumbent may be feeling at a personal level.