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This thesis examines the context and practices of emotion management for National workers in International Non-Governmental Organizations (INGOs) through a study of national workers recruited into disaster intervention in India. The research draws on postcolonial theory and problematizes current work exploring the implications of race and intersectionality within emotion management. The data collection strategy involved a narrative-based semi-structured interview process with a view to surfacing social and discursive constructions. The interpretation comprised of three levels of reading that included explication, explanation and exploration based reading using postcolonial and poststructural-feminist theories. Results highlight the dominance of neoliberal practices in INGOs and explain how these practices foreground various colonial continuities in the ways in which INGOs respond to disasters. Neoliberal practices inform and impact on the emotion management of National workers as they create a masculine and instrumental emotion regime where emotions and compassion are seen as dispensable. The colonial continuities on which neoliberalism draws, have an impact on the relationships between National and Expatriate workers. These relationships become ‘emotional encounters’ based on asymmetries that disadvantage the former. This understanding paves the way for proposing changes in contemporary disaster management practices. In this context the emotion management of National workers is a complex performance. These complex performances are linked to the postcolonial concepts of mimicry, sly-civility and hybridity and to the operation of power through desires and subjectivity. Through this context based interpretation, emotion management and theorising can be extended in useful ways. In particular, I go beyond the normative nature of much current theorising. In doing so I am able to consider emotion management as an ‘embodied emotional performance’ that places additional stress on stigmatised identities. This formulation helps break down the binaries that inform our current conceptualisation of emotion management such as emotion work and emotional labour; surface and deep acting; real and fake emotions; felt and expressed emotions. It also blurs the distinction between emotional labour and aesthetic labour. Further, it helps identify different forms of resistance to neoliberal dictates about the role of emotions in organizations. This allows for the recognition that embodied emotional performances enable conformity as well as creative resistance against emotion norms in organizations.

This thesis explores how the owners of 21 small hotels in a major UK resort perceived and experienced emotionalities surrounding the host-guest relationship, with a particular focus on employment of emotion management. The experiences of the owners of 5 large family hotels and the manager of a large corporate hotel were also captured in this study to provide an additional complementary ‘layer’ of data. I employed narrative inquiry using semi-structured interviews to gain insights into how participants constructed and negotiated the host-guest relationship through emotion management. I was also interested in uncovering the wider emotionalities of contextual influences that might impact on that relationship, such as hoteliers’ motivations and values. Adopting an inductive approach, my research was primarily informed by my interpretation of the concepts of ‘emotion management’ and the ‘host-guest relationship’. Further, and consistent with this cross-disciplinary approach, the lenses of ‘power’ and ‘identity’ enhanced my understanding of research participants’ experiences, particularly since these phenomena themselves play a role in the manifestation of both ‘emotion’ and ‘hospitality’. Whilst emotion management in its pecuniary form, as emotional labour, has been well documented in the corporate hotel sector, its manifestation in the smaller setting has been less clear. What I discovered in this study was that owners of small hotels employ an intriguing mix of emotion management strategies within a range of host roles adopted to establish and manage the boundaries of the host-guest relationship. An over-arching theme that emerged from the study was owners’ concerns about guest suitability, particularly with regard to the ‘dirty work’ and/or ‘risky work’ they could present. A key influencing factor here was that the hotel also constituted the owner’s ‘home.’ For the ‘suitable ‘guest, hoteliers could demonstrate considerable scope for hospitableness through philanthropic and personalized emotion management. Hence what seemed to emerge was an image of the small hotel owner as an autonomous flexible emotion manager, relatively free to engage in human connectedness with the guest and capable of eschewing the strictures of customer sovereignty that can envelop corporate counterparts. Host-guest relationships that emerged generally appeared to satisfy both parties and were often long lasting, even taking on the status of ‘friendships,’ where host and guest engaged in reciprocal appreciation that seemed ‘natural’ and spontaneous.

The Study of Relationship among bullying beha-viors, Emotion Management and parent-child rela-tionship of the Adolescents Abstract The aim of this study is to investigate the traditional bullying and cyberbullying phenomenon of adolescents in Kaohsiung. This study looks forward to understanding the frequencies of bullying, type of neglect, and the correlation among bullying, par-ent-child relationship and emotion management. The data was collected by means of questionnaires, and the participants were public and private senior high schools and vocational high schools students, junior high school students and high grade elenentary school students. The measurement applied in this study included Parent-child Relation-ship Scale, Emotion Management Scale and Bullying behavior Scale . There were 848 questionnaires given out and 837, effective ones returned. The effective received rate is 98%. They were analyzed by describe statistics, Independent-Sample t-test, One Way Anova, and Pearson Product -moment Correlation. The results of the study are listed as follow: 1. At present, 20% to 30% of the Adolescents who had been bullied or seeing the bully-ing incident in school bullying, and 10% to 20% of the students have ever suf-fered cyberbullying. 2. For the part of school bullying in the Adolescents, boys are more likely to become perpetrators, victims and bystanders than girls and junior high schools than the elemen-tary and high schools. 3. The higher frequency of Internet surfing and more time spend in Internet are more likely to become perpetrators, victims and bystanders. 4. For the part of school bullying in the Adolescents , living with mother are more likely to become perpetrators, victims and bystanders than living with their parents. 5. The higher parent-child relationship could help reduce to become perpetrators, victims, and the Adolescents who obtained more higher Emotion Management would had higher bystanders¡¦ experiences.

Abstract Enhancing national and corporate competitiveness in the trend of globalization has been the commonly sought strategic vision for both the public and private sectors of the 21st century. Management of human resource is one of the many important factors that may result in a successful realization of the strategic vision. Providing a more complex social function, which includes dealing with public affairs and providing public property, public sector plays a whole different role than the economic exchange of market performed by the private sectors (Baldwin,1987; Rainey,1983). The multiple roles taken on by various government institutions necessitate them to be simultaneously concerned with the practices of social fairness, responsibilities, and justice while performing their routine functions of promoting employment rate, economic development, social welfare and security policies etc. This results in a working context different from that of private employees with its characteristic diversified or even mutual-conflicting job goals which give rise to occasional confronting situations. Characterized with its diversified differences of demography, job nature and specialized expertise, government sectors have long been challenged in the area of personnel management by the social capital impact suffered from the conflicts and negative emotions exhibited by their team members. Organization which based its development on the heroic single-handled or self-content way of management will soon find itself struggling to survive in a fast-changing and intensive competitive environment which emphasizes on teamwork and strategic alliance. ¡§Social capital¡¨ is commonly known as a relative new concept proposed in the wake of conventional manpower capital, organizational capital and customer capital. It is regarded as an extremely important new alternative as an intellectual capital to the organization in the net-economics. Simple defined as ¡§the potential power of social connections,¡¨ the basic premise of ¡§social capital¡¨ is founded on the consequential supposition that an individual or a team with better interpersonal relationship network will better its chance to attain organizational goal by mobilizing resources available in the organization. If, when mobilizing its team members, governmental sectors adopt the concept of social capital, they can dissolve obstacles of integrating cross-departmental human resources originated from sectionalism. In short, governmental sector with good and established personal network will succeed more easily in forming its team-based organization. The long-held negative pubic impressions of perfunctory observance of routine job, corruption and dysfunction, arrogance and carelessness presented by the administrative system have recently worsened by a series of major events of public engineering, such as the incident-ridden THSR. This indicates a bureaucracy that seriously lacks of crisis consciousness and maneuverability as well as a deficiency of courage to actively take on responsibility and flexible adoptability. Asides from those practices stipulated specifically in law, there are some vague areas existing in the legal margins. Confronted with this ambiguity, public servants are subjected to the stress of having to make unnecessary personal choices (Zhan Jing-fen, 2001) that keep mounting on in an unceasing sequence. To make things worse, their existing stress is added by the pressure from the tedious work of governmental reengineering program. As such, emotion management aiming at releasing stress and pressure is currently gaining increasing attention from the public. Intending to explain the correlation between the diversification of and conflicts in the team-based organization of government institutions and the social capital, this study will further explore how and what organization network, norms, trust, recognition, and promise that team-based governmental organization can construct in their application of personnel management strategy when faced with goal discrepancy, negative emotions and trans-departmental conflicts. Hopefully, we may provide a useful reference for various public sectors that set their minds on creating an organization based on the culture of mutual trust, cooperation, co-existence and shared-prosperity. Finally, a new culture of job recognition and value-directed attitude of public servant will then transform into the core value of active public service.

The thesis makes an overall contribution to the qualitative research on soldiers’ experiences from service primarily in low-intensity mission areas, this operational environment being placed within a framework of emotion sociology. The central argument put forward states that even on this type of mission the emotional demands are considerable, and that the need for emotional management in Peace Support Operations (PSO) should therefore generally follow other demarcations than the formal military divisions of high and low intensity conflicts respectively. In contrast to the prevalent view stating that the successful soldier is someone with emotional control in the sense that he ‘lacks’ feeling towards what he is doing, this thesis argues that soldiers’ emotion management work when choosing, modelling, managing, and displaying the ‘right’ emotional expression is what it takes to get the job done. Further, the thesis argues that emotion management demands are not restricted to the tour of service. Returning home often involves feeling both cognitively and emotionally disorientated, even if the mission has been militarily quite uneventful. A new theoretical concept, Post-Deployment Disorientation (PDD), is introduced to explain and highlight the origin of these feelings. PDD is not a diagnosis, however, but a term reserved for a phenomenon invisible in statistics that likely confronts the majority of Swedish soldiers on return. The thesis comprises four essays and draws on qualitative data collected mainly from soldiers deployed to Kosovo and Liberia in 2006/2007. Two of the essays also include data from Afghanistan. Jointly, the four essays help us understand that from an emotion management perspective, serving abroad is both a varied and challenging experience. Nevertheless, the informants seem to muddle through many difficulties and the study broadly confirms Bolton’s (2005) accounts of the multi-talented emotional actor, who is quite capable of handling contradiction while negotiating feeling rules. However, this does not mean an adjustment with negligible effort or without substantial emotional costs.

The principal aim of this study was to obtain an understanding of the relative importance of emotion management for the Swiss private higher education sector, and for the lecturing profession in general. Extant literature has focused on the emotion management of teachers and lecturers working in the public sector but has somewhat overlooked the private higher education sector. A single case study design was selected for this research, which consisted of a well-established and highly regarded Swiss private higher education institute. Focus groups were conducted with three groups of faculty staff at the case institute. This was followed up by eleven individual interviews. Thematic analysis was then used to analyse the data, resulting in the identification of several core themes. The findings show that emotion management is an essential element of the lecturing profession within the Swiss private higher education sector. There was evidence of emotional labour in action, with participants enacting the various emotion regulation strategies as espoused throughout the literature. This study identified that ‘naturally felt emotions’ and ‘deep acting’ were the preferred emotion regulation strategies. The prescriptive and philanthropic categories of the typology of workplace emotion were found to be the primary motivators behind the faculty performance. This thesis has made strides in expanding the field by providing new insights into the relevance of emotion management for professional occupations, specifically those of faculty staff. Overall, participants reported more positive than negative outcomes associated with emotion management, suggesting less of a dichotomy of outcomes in comparison to previous studies. The findings show that a number of contextual factors also have an influence on the emotion management of individual lecturers. Backstage areas and humour were found to be the most common coping strategies which participants used to detach from the job. Unexpectedly, cultural diversity was considered as having implications for the emotion management of lecturers. The research findings represent a further step towards developing an understanding of emotions and their management in a private higher education setting.

The key aim of this thesis was to explore the range of emotions in the spa industry in Thailand and how emotions impact spa employees and customer service. This was achieved by identifying how emotions were performed and managed during service encounters within the spa industry. The thesis confirmed that the performance of emotion management influenced customer service delivery. To help understanding this, the thesis developed a conceptual framework based on three theoretical perspectives: Goffman’s theoretical concept, Hochschild’s acting strategy, and Bolton’s four typology of workplace emotion. Each perspective focused on different viewpoints which provided a more comprehensive and holistic view of emotion management. This research followed an interpretivist perspective to study the performance of emotion management and customer service delivery. The researcher adopted a phenomenological research strategy to understand in-depth information on emotion management. The main empirical element of the research was in-depth interviews with 48 spa employees in Chiang Mai province, Thailand. Interviews were undertaken with multiple key informants with various job roles: managers, receptionists, and therapists. Thematic analysis was used to analyze the interview data. Empirical findings indicated that emotional expressions from the spa employees influenced customer service behaviour. The spa employees performed ‘pecuniary’ emotion management category the most, followed by ‘prescriptive’ category, ‘presentational’ category and ‘philanthropic’ category. The characteristics of the spa industry in performing ‘pecuniary’ emotion management is ‘monetary servitude’, in performing ‘prescriptive’ emotion management is ‘showing a therapeutic professional face’, in ‘presentational’ emotion management is ‘Thai social reality’, and in ‘philanthropic’ emotion management is ‘emotion as a gift’.

I use a mixed methods, qualitative approach to explore whether individuals become so invested in an organization that they engage in impression management to influence others’ perceptions of the organization. Additionally, I aim to reveal impression management strategies in an environment that is explicitly gendered in a transformative manner. I use roller derby as a case study because it is a rare example of a single-sex dominated organization that is voluntary and explicitly aims to be transformational of the current gender system.

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