Denna uppsats behandlar hur timanställda inom restaurangbranschen använder sina känslor för att utföra sitt jobb som servitris. Hochschilds teori om känsloarbete har använts för att förstå arbetet med känslor som ligger bakom service, medan Goffmans dramaturgiska teori nyttjades för att ge större förståelse för rollen som timanställd och vad det innebär i relation till varandra. Semistrukturerade intervjuer genomfördes med åtta timanställda i 20-årsåldern. Resultatet visar att rollen som timanställd ofta gör känsloarbete mer påfrestande då möjligheterna till att ventilera är mindre på grund av sämre relationer till chefer och kollegor, samt att mindre eller ingen återkoppling och otydliga förhållningsregler försvårar arbetet. De kvinnliga servitriser som intervjuades behövde dessutom utföra en form av dubbelt känsloarbete gentemot såväl kunden som andra kollegor.

This study analyzes how employees at a university recreation center discursively construct their experiences of emotional labor, how they conceptualize such behavior in terms of displaying unfelt emotions and faking in good and bad faith, and what these discursive constructions reveal about their perceptions of authenticity. The findings demonstrate that workers construct emotional labor as a natural ability and as performing a role. People who construct emotional labor as a natural ability depict themselves as the controller of their workplace emotion. They display unfelt emotions in good faith when they do so to uphold another’s face, and they believe that they possess a true self. Employees who construct emotional labor as performing a role view their supervisors as controller of their workplace emotion. They fake emotions in good faith when doing so uphold their own face, and they fake in bad faith when it upholds the face of a co-worker who they feel needs to be disciplined. These people do not possess a sense of authentic self. They view themselves as multi-faceted and they say that they use social comparison to determine how to behave in particular situations. These findings reveal previously unexplored complexities in scholars’ conceptions of emotional labor and authenticity.

Emotions are an important part of the workplace. Emotional labor describes the monitoring and management of one's emotions at work. Employees perform emotional labor in response to explicit and perceived display rules for emotional expressions in the workplace. While compliance with these rules is generally beneficial for the organization, it may be detrimental to employee well-being.This study proposes a process model of emotional labor that extends from display rules to job attitudes and behaviors. It is unique in that it investigates display rules and emotional labor at the group level of analysis. It also includes coworkers as well as customers as targets of emotional labor. Display rule commitment is proposed as an important moderator between emotional labor and important individual job attitudes and behaviors that may account for previously mixed findings in the literature.The hypotheses of this study received general support. Specifically, group level display rules and emotional labor were viable constructs that had important consequences for job outcomes. Display rule commitment was an important predictor of job attitudes and behaviors and moderated the relationship between group level surface acting and emotional exhaustion. In addition, group level emotional labor showed a significant effect on a number of important job outcomes. It also moderated the relationship between individual level emotional labor and job attitudes and behaviors. These findings provide several promising new insights and directions for emotional labor research.

Arbetslivet är i ständig förändring. Från att ha gått från ett Sverige där en stor del av befolkningen har arbetat fysiskt inom industrisektorn kan det idag sägas att det krävs mer personligt engagemang av medarbetarna. Denna studie är en fallstudie som ger ett exempel på en organisation som, genom att införa ett artistkoncept, kan presentera för sina medarbetare vad som förväntas av dem i arbetet. Organisationen är Parks and Resorts Scandinavia AB och syftet med denna studie är att studera hur deras rekryteringschefer gör för att vid nyrekryteringar presentera vad det innebär att arbeta för ett företag med ett artistkoncept samt hur detta synliggörs genom rekryteringsprocessens olika delar. Studien bygger på en kvalitativ forskningsmetod med en kombination av datainsamlingsmetoder såsom text- och innehållsanalys, observation samt intervjuer. Den teori som använts är Arlie Hochschilds (1983) teori om Emotional labor. De slutsatser som kan dras från denna studie är att Parks and Resorts arbete med emotional labor, att de anställda ska utstråla vissa känslor och sälja en upplevelse, verkar spela en stor roll för deras verksamhet och att det beteende personalen uppvisar kan bidra till deras intäkter och resultat. Parks and Resorts har utvecklat utförliga och tydliga strategier för att få artistkonceptet att nå fram till sina anställda, redan i rekryteringsprocessen. Rekryteringscheferna kan ses som den yttersta och viktigaste länken i detta och använder sig dagligen av artistkonceptet i sitt arbete.

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Abstract This paper examines Family and Independence Case Managers in the social services in Atlanta, GA, as they negotiate a highly bureaucratized benefit delivery system that undervalues the emotional costs inherent in its operation. I begin with an examination of Weber’s (1946) theories of bureaucracy, as typified by three components of authority and control in the office. I proceed to Ritzer’s (2004) theory of “McDonaldization,” which advances Weber’s explication of ideal types of bureaucracy by highlighting four institutionalized dimensions of the corporate business model. Then, by incorporating Hochschild’s (1983) discussion of emotional labor, I include an analysis of the impact of emotional labor on workers’ experiences. I use a snowball sampling strategy, interviewing ten former colleagues. By employing the use of in-depth interviews, I attempt to provide an accurate depiction of the work-lives of these case managers and of the struggles they face in relation to their work and to themselves.

The Abstract of Thesis Title¡GThe study of the relationship among hospital employees, emotion labor load and customer-oriented behavior. School¡GNational SUN YAT-SEN University Department¡GInstitute of Human Resource Management Academic year¡G91 Author¡GHsiu-Ching Tai Adviser¡GDr. Bih-Shiaw Jaw Dr. Liang-Chih Huang Abstract At the world competition period, business must pay more attention to customer oriented service and customer satisfaction as the company core ability to face the challenges. Customer-oriented behavior is the necessary condition for business to exist in the world and it becomes the business management trend. Medical treatment in Taiwan will make a revolution in the 21st century by the medical policy changes. This situation makes the hospital management become harder and face more challenges. Medical service industry doesn¡¦t only have normal trait like the common service industry, but also have many specific traits. However, the hospital is a working environment with high emotional labor load. If hospital employees can not deal with their emotions appropriately, it will cause emotional exhaustion and influences customer-oriented behaviors. In order to understand if the emotional exhaustion is a mediator between the emotional labor load and the customer-oriented behavior, also, if the emotional management affects the emotion labor load, emotion exhaustion and customer-oriented behavior is the research purpose. The samples are 503 employees of two hospitals at Kaohsiung, but the valid questionnaires are 399. After SPSS for Windows 8.0 statistic analyzing, the results are summarized as following: 1. The hospital employees with different characters will lead to variance emotional labor load, emotional exhaustion, emotional management and customer-oriented behaviors. 2. There is a relationship between the emotional labor load, emotional exhaustion and customer-oriented behaviors. 3. The relationship between the emotional labor load and customer-oriented behavior has prediction. 4. The emotional exhaustion has intermediary effect between emotional labor load and customer-oriented behavior. 5. The emotional management of emotional empathy, emotional expression and awareness have mediator effects between the emotional labor load and emotional exhaustion. Therefore, the high emotional labor load of hospital employees can be eliminated by emotional expression and awareness, and the emotional exhaustion can be decreased. Then, this situation will influence the customer-oriented behavior. Also, management use human resource management proposal to reinforce employees¡¦ emotional manage skills. IT will help employees decrease the emotional labor load, emotional exhaustion, and improve customer-oriented behavior. Key Words: hospital employees, emotional labor load, emotional exhaustion, emotional management, customer-oriented behavior.

Sammanfattning Uppsatsen är ett försök till att belysa fenomenet roller i serviceyrket; hur personalen i en klädbutik agerar gentemot kunder och hur de känner inför den roll de besitter i sin profession. Idag innebär butiksarbete mycket mer än tidigare: numera förväntas man som butiksmedarbetare att ge god service i kundbemötandet – det räcker inte med att kunna utföra sina arbetsuppgifter, utan man måste kunna leverera ett leende på utsatt tid och man förväntas kunna sälja. Dessutom ställs många gånger i detaljhandeln krav på att man ska kunna sälja för ett visst belopp eller ett visst antal artiklar per kund.[1]     I vardagslivets olika situationer innehar vi individer olika roller. Man kan ibland inneha rollen som ett äldre syskon, ibland som rådgivare och ibland som vän eller kollega. Livet i sig är utformat som ett skådespel.[2]    Vi har intervjuat fem kvinnliga butiksmedarbetare, varav en av dessa är butikschef, i en mode- och inredningsbutik i en galleria i en större stad i Sverige. De fem medarbetarna har berättat om sina upplevelser med kunder och delgett oss vilka attityder de har till den roll de intar i sitt yrke. Samtliga fem individer har uppgett att de går in i en roll då de befinner sig på den gemensamma arbetsplatsen. De uppger att de överlag tycker att stämningen på arbetsplatsen är god, och därmed blir det en mer avslappnad arbetsmiljö.    De fem medarbetarna talar mestadels gott om den roll de intar då de arbetar. En av dem anser att det är hennes ansvar som medarbetare att få kunden att trivas i säljmötet. En butiksmedarbetare delger att hon ofta blir irriterad på kunder, och att hon ser det som svårt att sätta på sig den mask, som hon normalt gör, vid dessa tillfällen.    I uppsatsen kommer vi fram till att det inte anses vara alltför dramatiskt att inta denna roll som innebär känslomässigt engagemang, vilket svarar emot den tidigare forskning som vi tagit del av på området. [1] Information hämtad från den aktuella butiken och fyra andra butiker inom fackhandeln. [2] Goffman, Erving, 2004, s. 25-26.

Emotional labor can be defined as the degree of manipulation of one's inner feelings or outward behavior to display the appropriate emotion in response to display rules or occupational norms. This study concerns the development of an emotional labor model for the hospitality industry that aims at identifying the antecedents and consequences of emotional labor. The study investigates the impact of individual characteristics on the way emotional labor is performed; it investigates the relationships among the different ways of enacting emotional labor and their consequences, and addresses the question of whether organizational characteristics and job characteristics have buffering effects on the perceived consequences of emotional labor, which are emotional exhaustion and job satisfaction. This study involves the rigorous development of a 10 item scale, the Hospitality Emotional Labor Scale, to measure the emotional labor that employees perform. the results of the study conformed to a two-factor structure of emotional labor: emotive dissonance and emotive effort. these two dimensions tap three types of service-acting that employees perform: surface acting, deep acting, and genuine acting. The scale was used to survey 285 hotel employees. Structural equation modeling (SEM) and moderated multiple regression (MMR) were employed to examine the proposed model, as well as to test the hypotheses. It was found that both surface acting (high emotive dissonance) and deep acting (emotive effort) associate positively with job satisfaction and negatively with emotional exhaustion. Genuine acting (low emotive dissonance) was found to associate positively with emotional exhaustion and negatively with job satisfaction. This study did not find strong relationships among the antecedents (affectivity and empathy) and emotional labor factors. Similarly, the proposed moderators (job autonomy and social support) were not found to moderate the relations between emotional labor and its consequences. In sum, this study found that both deep acting and surface acting lead to positive work outcomes, but genuine acting leads to negative work outcomes. The results provide support for prior qualitative studies. Further, deep acting plays an important role in determining employees' work outcomes. Based on these significant research findings, detailed theoretical and practical implications were discussed. / Ph. D.

Indiana University-Purdue University Indianapolis (IUPUI) / Burnout is the emotional, mental, and physical strain associated with prolonged work stress (Maslach, Jackson, & Leiter, 1986). Although this is a problem in many professions, mental health providers are at a heightened risk of burnout (Salyers et al., 2015). One of the reasons for this increase in burnout may be the demands put on mental health workers to manage their own emotions while dealing with the intense emotional and mental health situations of their clients. Emotional labor, or the management of emotions at work, is conceptualized as two different emotion regulation strategies: surface acting and deep acting (Grandey, 2000). Surface acting, or faking emotions, has been associated with significant mental health and job-related problems, including burnout in populations such as call center employees and service workers. The psychological impact of deep acting, or internally attempting to change your emotions, is less clear, and may actually be associated with positive outcomes (Hülsheger & Schewe, 2011). However, little work has looked at the impact of emotional labor on mental health providers. The current study aims to examine how surface acting and deep acting are related to burnout over time in mental health providers. The proposed study is secondary analysis from a Patient Centered Outcomes Research Institute (PCORI) funded trial “The impact of burnout on patient-centered care: A comparative effectiveness trial in mental health (Salyers et al., 2018). 193 Clinicians reported burnout symptoms and frequency of employing emotional labor strategies at baseline, with 127 clinicians completing all four time-points: baseline, 3 months, 6 months, and 12 months. Data were analyzed using multiple regression analyses and cross-lagged panels to examine the impact of surface acting and deep acting on burnout over the course of 12 months. Surface acting was significantly associated with all three dimensions of burnout (emotional exhaustion, depersonalization and reduced personal accomplishment) cross-sectionally. Using cross-lagged panel models, depersonalization at baseline significantly predicted surface acting three and six months later. Surface acting and personal accomplishment had a bidirectional relationship: increased surface acting at baseline was associated with personal accomplishment at three months and decreased personal accomplishment at baseline and was associated with increased surface acting at three and six months. Deep acting moderated the relationship between surface acting and personal accomplishment at baseline, but not longitudinally. The current study is the first study that has examined the relationship between surface acting and burnout in community mental health professionals. While surface acting may not result in burnout three months later for dimensions other than personal accomplishment, two dimensions of burnout (depersonalization and decreased personal accomplishment) were associated with higher levels of surface acting three and six months later. This suggests that surface acting may have consequences for feelings of accomplishment at work, but more so, may be used a coping mechanism in reaction to some aspects of burnout.