The purpose of this study is to increase the understanding of how retail employees experience the organizational conditions in the workplace in order to be able to perform emotional work in relation to customers. The study is conducted through six qualitative semi-structured interviews with retail employees who are employed in different companies in the retail industry in Sweden. Based on the perspective of Arlie Hochschild's sociology of emotions and the concept of social support, the empirical material has been analyzed. The study's research questions are the following: ● How do retail employees relate to emotional labor? ● How are the organizational conditions at the workplace perceived for performing emotional labor? The result of the study shows that in their work role, retail employees manage and influence both their own and the customers' emotions in order to achieve customer trust. The varying expectations of expressed emotions in different situations can be described through Hochschild's concept of emotion rules and take place on the basis of both informal and formal emotion rules. Retail employees are constantly exposed to managing a distance between perceived and expressed emotions at work, which can be explained through two more of Hochschild's concepts: surface acting and deep acting. To manage emotional work, retail employees express the importance of social support from the environment. On the other hand, the study shows that social support from managers and supervisors was lacking in all interviewees' workplaces, which affects the perception of the organizational conditions for performing work. Time constraints, staff shortages and unreasonable demands from management are perceived as factors that affect the ability to perform emotional labor and risk resulting in unwanted emotions with negative attributes. In contrast to previous research, the results of this study show that retail employees' approach to emotional labor is influenced by more factors than interaction with the customer. / Syftet med denna studie är att skapa en ökad förståelse för hur butiksmedarbetare inom handelsbranschen upplever de organisatoriska förutsättningarna på arbetsplatsen för att kunna utföra det emotionella arbetet i relation till kunder. Studien utförs genom sex kvalitativa semistrukturerade forskningsintervjuer med butiksmedarbetare som förvärvsarbetar på olika företag inom handelsbranschen i Sverige. Utifrån Arlie Hochschilds emotionssociologiska perspektiv och begreppet socialt stöd har det empiriska materialet analyserats. Studiens frågeställningar är följande: ● Hur förhåller sig butiksmedarbetare till det emotionella arbetet? ● Hur upplevs de organisatoriska förutsättningarna på arbetsplatsen för att utföra det emotionella arbetet? Studiens resultat visar att butiksmedarbetare i sin yrkesroll hanterar och påverkar både sina individuella och kunders känslor i syfte att uppnå ett kundförtroende. De varierande förväntningar på uttryckta känslor i olika situationer kan beskrivas genom Hochschilds begrepp känsloregler och sker utifrån både informella och formella känsloregler. Butiksmedarbetare utsätts ständigt för hantering av en distans mellan upplevda och uttrycka känslor i arbetet, vilket kan förklaras genom ytterligare två av Hochschilds begrepp: ytagerande och djupagerande. För att hantera det emotionella arbetet är socialt stöd från omgivningen betydelsefullt för butiksmedarbetarna. Däremot visar studien att det sociala stödet från chef och ledning är bristande på samtliga intervjupersoners arbetsplatser, vilket påverkar upplevelsen av de organisatoriska förutsättningarna för att utföra arbetet. Tidsbrist, personalbrist och orimliga krav från ledningen upplevs vara faktorer som påverkar möjligheten till att utföra det emotionella arbetet och riskerar att resultera i oönskade känslor med negativt attribut. Till skillnad från tidigare forskning visar studiens resultat att butiksmedarbetares förhållningssätt till det emotionella arbetet påverkas av fler faktorer än interaktion med kund.

Syftet med studien är att undersöka hur det emotionella arbetet upplevs, hanteras och inverkar på den psykosociala arbetsmiljön i polisarbetet under arbetstid hos två kategorier poliser i yttre tjänst. Den första kategorin är de som har mellan 0–5 års erfarenhet. Den andra kategorin har mer än fem års erfarenhet. Första frågeställningen undersöker hur respektive kategori poliser i yttre tjänst beskriver att de upplever och hanterar det emotionella arbetet i tjänsten. Den andra frågeställningen undersöker i vilken mån individuella egenskaper som surface acting, deep acting och rollspel är viktiga i ett riskfyllt yrke. Studien har utgått ifrån en kvalitativ forskningsstrategi med en abduktiv ansats. Urvalet är en blandning av subjektivt urval och snöbollsurval. Empirin inhämtades genom tio semistrukturerade telefonintervjuer. Poliserna hanterar emotioner i arbetet enligt Hochschilds (1983/2012) begrepp surface acting och deep acting. Detta genom att gå in i rollen och anpassa sina känslor utifrån situationen. Kollegialt stöd och mental förberedelse visade sig vara ett vedertaget sätt att hantera känslorna, men även humor. Generellt upplevde poliserna att deras tid i yrket har betydelse för hur de hanterar de emotionella arbetet. Slutligen visar denna studie att upplevda och möjliga konsekvenser av arbetet kan vara obalans i den emotionella dissonansen och avtrubbning. / The purpose of the study is to investigate how the emotional work is experienced, handled and affects the psychosocial work environment in police work during working hours with two categories of police officers in field service. Those between 0-5 years and more than five years of experience. The first question investigates how each category of police officers in field service describe that they experience and handle the emotional work in the service. The second question investigates in what extent are individual characteristics such as surface acting, deep acting and role-playing are important in a risky profession. The study has been based on a qualitative research strategy with an abductive approach. The sample is a mixture of subjective selection and snowball selection. The empirical data was obtained through ten semi-structured telephone interviews. The police handle emotions at work according to Hochschild's (1983/2012) concept of surface acting and deep acting. This by going into the role and adapting their feelings based on the situation. Collegial support and mental preparation proved to be an accepted way of dealing with emotions, but also humour. In general, the police felt that their time in the profession was important for how they handle the emotional work. Finally, this study shows that perceived and possible consequences of the work can be an imbalance in the emotional dissonance and blunting.

第一線服務人員與顧客接觸時，往往必須在工作中表現特定的情緒，進行所謂的情緒勞動。本研究主要目的是探討工作者進行情緒勞動時，其情緒勞動方式（表層偽裝與深層偽裝）的影響因素（組織承諾與情緒覺察）與其結果（工作倦怠三構面：情緒耗竭、去人性化、個人成就感，以及人際關係品質）間的關係，了解服務人員「組織承諾」與「情緒覺察」之高低是否與其在情緒勞動方式的使用程度有所關連；亦探討情緒勞動方式的使用程度與工作倦怠三構面、人際關係品質問是否有不同的關連。本研究以223位銀行行員為對象，採用問卷調查（自我評量與他人評量）的方式，進行假設之驗證。 研究結果發現組織承諾、情緒覺察與表層偽裝皆無顯著的關連性，而深層偽裝與組織承諾、情緒覺察間則呈現顯著的正相關。另一方面則發現表層偽裝僅與個人成就感則呈正相關，與情緒耗竭、去人性化無顯著的相關，此結果並未支持預期的假設；然而深層偽裝與情緒耗竭、去人性化呈現負相關，而與個人成就感呈現正相關，則部分支持假設;最後發現人際關係品質與兩種情緒勞動方式無關，並未支持假設。 最後針對研究發現進行分析討論，並提出研究建議，以供未來相關研究與工商企業的應用參考。 關鍵字：情緒勞動、表層偽裝、深層偽裝、組織承諾、情緒覺察、工作倦怠。 / When front-line service employees confronted with customers, they have to exhibit particular affective displays, so-called emotional labor. Regarding emotional labor, the purpose of present study was to investigate the relationships between two ways of acting (i.e. surface acting and deep acting), antecedents (i.e. organization commitment and emotion awareness), and the consequences.(i.e. emotional exhaustion, depersonalization, personal accomplishment, and the quality of interpersonal relationship). Specifically, the study examined the relationships between two ways of acting with organization commitment and emotion awareness. Moreover, the relationships between two ways of acting with emotional exhaustion, depersonalization, personal accomplishment, and the quality of interpersonal relationship were examined. To test the hypotheses, self-report and other-rating data were collected from 223 bank clerks through questionnaires. The results suggested that surface acting did not have significant correlation with organization commitment and emotion awareness while deep acting had significant positive correlation with organization commitment and emotion awareness. Contradicting with expectation, surface acting was found to be positively correlated with personal accomplishment, but no significant relationship was found between surface acting with emotional exhaustion and depersonalization. On the other hand, deep acting was found to have significant negative relationship with emotional exhaustion and depersonalization, and positive relationship with personal accomplishment. Finally, neither surface acting nor deep acting had significant relationship with quality of interpersonal relationship. Implications for future research and service work were also discussed at the end. Key word : emotional labor, surface acting, deep acting, organization commitment, emotion awareness, emotional exhaustion, depersonalization, and personal accomplishment

Emotions are a part of social work, and how the employees manage and process them can affect the quality of the services that they provide. It is therefore of importance to explore how social workers can manage and process their emotions and which support and possibilities to do so their organizations provide. This study is based on Hochschild´s theory of emotional labour, using her concept deep acting and surface acting. The aim of this study has been to examine similarities and differences in managing emotions between two different social work practices, one social services unit and one treatment unit. In order to explore this we conducted two focus group interviews, one at each unit. The study showed that both units were affected emotionally by their work and the actions of their clients. The treatment unit appears to primarily use deep acting and the social services unit appears to primarily use surface acting. The need to process their emotions is fulfilled in both places, primarily through collegial support and because they themselves creates the time to process, but the organization does not create any specific space for this.