The Covid-19 pandemic has put Sweden in a new and challenging situation. Several of thewomen's shelters in Sweden have reported an alarming pressure as a result of increased casesof women and children in vulnerable situations. Based on a qualitative research strategy, thisstudy examines how women's shelter workers experience and handles the practical andemotional work due to the Covid-19 pandemic. To examine this study's purpose and researchquestions, five semi-structured interviews were conducted with women’s shelter workers fromvarious women's shelters in Sweden. During each interview, the study subjects were given theopportunity to share their own experiences regarding the work situation due to the Covid-19pandemic. The gathered empirical material was analyzed using Arlie Hochschild's theoryregarding emotional work. The results of the study show that the majority of the study subjectsexperience changes in the number of abused women in need of help and support and that thepractical work has been limited and challenged. Furthermore, the study subjects experiencetheir jobs as even more emotionally demanding during the Covid-19 pandemic, but this had noeffect on the way of dealing with the emotional work. Several different coping strategies couldbe identified in the way of handling the emotional work, including recovery, previousprofessional experience, surface or deep emotional acting and the support from colleagues.With the help of different approaches, the study subjects distinguish themselves from theirprofessional role in order to not identify themselves too strongly with the emotional work. Theresults of the study proved that different coping strategies are of importance to be able to handleand complete emotional work. / Coronapandemin har resulterat i en ny och utmanande situation för Sverige. Många av landetskvinnojourer har rapporterat om ett alarmerande tryck på sina verksamheter till följd av ökadefall av kvinnor och barn i utsatta situationer. Utifrån en kvalitativ forskningsstrategi undersökerdenna studie hur jourkvinnors praktiska respektive emotionella arbete upplevs och hanteras tillföljd av coronapandemin. För att besvara studiens syfte och frågeställningar genomfördes femsemistrukturerade intervjuer med jourkvinnor från olika kvinnojourer i Sverige. Underrespektive intervjutillfälle fick jourkvinnorna möjlighet att dela med sig av sina egnaupplevelser gällande arbetssituationen under coronapandemin. Det empiriska materialetanalyserades med hjälp av emotionssociologiska begrepp från Arlie Hochschilds teori somberör emotionellt arbete. Resultaten visar att majoriteten av jourkvinnorna uppleverförändringar i antalet stödsökande och att det praktiska arbetet kommit att resultera ibegränsningar och utmaningar. Vidare visade det sig att jourkvinnorna utför ett än meremotionellt krävande arbete under coronapandemin, detta hade däremot ingen påverkan påjourkvinnornas sätt att hantera de emotionella påfrestningar som uppstår i arbetet medvåldsutsatta kvinnor. Arbetet som jourkvinnorna utför kunde även liknas med etthärbergeringsarbete i takt med att de bär på både sina egna och andras känslor. Flera olikahanteringsstrategier kunde identifieras i jourkvinnornas sätt att hantera det emotionella arbetet,däribland återhämtning, tidigare yrkeserfarenhet, ytligt respektive djup emotionellt agerandesamt stödet som återfinns hos jourkvinnornas kollegor. Det framgick att jourkvinnorna medhjälp av olika förhållningssätt kan skilja på sig själva och sin yrkesroll för att inte identifierasig för starkt med det emotionella arbetet. Olika hanteringsstrategier visade sig således vara avstor vikt för att jourkvinnorna ska kunna hantera och fullfölja det emotionella arbetet.

Det emotionella arbetet vid intrauterin fosterdöd - barnmorskors erfarenheter av att bistå föräldrar under hela förlossningsprocessen Abstrakt Bakgrund: Intrauterin fosterdöd (IUFD) förekommer runt om i hela världen och närmare två miljoner barn föds fram döda varje år. Rökning, högt BMI samt tillväxthämning hos barnet är några av de kända riskfaktorerna kopplat till IUFD och prevalensen av dödfödda barn är högre i låginkomstländer jämfört med höginkomstländer. Barnmorskor bär en viktig roll i mötet med IUFD där deras uppgift dels är att stötta och tillgodose föräldrarnas behov, vilket ställer stora krav på deras emotionella arbete.   Motiv: Att möta föräldrar vars barn har dött intrauterint kan vara ett av de tuffaste möten en barnmorska ställs inför. Det finns få studier i Sverige om barnmorskors erfarenheter i mötet med IUFD, därför är det relevant att fördjupa kunskapen inom ämnet. Syfte: Syftet var att belysa barnmorskors känslor och erfarenheter av att bistå föräldrar innan, under samt efter förlossningen vid intrauterin fosterdöd. Metod: En kvalitativ metod med semistrukturerade intervjuer tillämpades för att besvara syftet med studien. Sju barnmorskor intervjuades och intervjuerna transkriberades ordagrant och analyserades med inspiration av klassisk grundad teori.    Resultat: Det teoretiska perspektivet emotionellt arbete bidrog till framväxten av kärnkategorin: Barnmorskors emotionella arbete i interaktionen med föräldrar vid intrauterin fosterdöd, tre kategorier: Att vara fyren i stormen; En känslomässig berg-och-dalbana; Kunskap och stöd – intrauterin fosterdöd, en del av professionen, samt åtta underkategorier.  Konklusion: Barnmorskors emotionella arbete i interaktionen med föräldrar vid IUFD belyser det känslomässiga engagemanget som krävs från barnmorskorna, vilket resulterar i att många känner sig emotionellt dränerade. I denna studie tydliggörs förståelsen för den känslomässiga påfrestning och behovet av professionellt stöd som barnmorskor upplever vid IUFD. / The emotional work of intrauterin fetal death - midwives' experiences of assisting parents throughout the birth process Abstract Background: Intrauterin fetal death (IUFD) occurs all around the world and approximately two million babies are stillborn every year. Smoking, high Body Mass Index (BMI) and fetal growth retardation are some of the well-known risk factors associated with stillbirth and the prevalence of stillborn babies are higher in low-income countries compared to high-income countries. Midwives play an important role when meeting IUFD, where their tasks are partly to support and meet the parents’ needs, which places great demands on their emotional work.  Motive: Meeting parents whose babies have died in the uterus can be one of the toughest encounters a midwife faces. There are few studies in Sweden about midwives' experiences in meeting with IUFD, therefore it is relevant to deepen the knowledge about the topic. Aim: The aim was to explore midwives' emotions and experiences of assisting parents before, during and after childbirth in case of intrauterine fetal death. Methods: A qualitative method with semi-structured interviews was applied to answer the purpose of the study. Seven midwives were interviewed and the interviews were transcribed verbatim and analyzed with inspiration from classical grounded theory. Result: The theoretical perspective of emotional labor contributed to the emergence of the core category: Midwives' emotional labor in the interaction with parents at intrauterine fetal death, three categories: Being the lighthouse in the storm; An emotional roller coaster; Knowledge and support – intrauterine fetal death, a part of the profession, as well as eight subcategories. Conclusion: Midwives' emotional labor in interacting with parents at IUFD highlights the emotional commitment required from midwives, resulting in many feeling emotionally drained. This study clarifies the understanding of the emotional strain and the need of professional support for midwives who have taken care of parents experiencing an IUFD.

This research identified a gap that is found in leadership research, where there is a lack of research covering the area of employees wellbeing. Therefore, this qualitative research examines the influence of emotional and aesthetic labor on the employees well-being of bus drivers. It delves into the viewpoints of both the drivers and managers of Sweden's transportation company. The research approach is influenced by the case study methodology, and data were collected through semi-structured interviews that enabled a thorough analysis of the complicated phenomenon. Through thematic analysis of the data, the theme that emerged aligned with Herzberg's two-factors theory. Therefore, applied as a general framework that structured the analysis and discussion without categorizing them as motivator-hygiene to avoid misinterpretation. The theme specifically addressed “company policies”, “training”, “work conditions”, “work itself”, “recognition”, “relationships”, “responsibilities”, and “development opportunities”. The key findings reveal significant differences between the bus drivers' experiences and the perceptions of their managers. Although managers recognize the significance of emotional and aesthetic labor, they frequently underestimate its influence on the well-being of drivers. Drivers express dissatisfaction with insufficient training and support, resulting in feelings of undervaluation and increased stress. The study highlights the importance of strong leadership in creating a positive work atmosphere, improving employee happiness, and achieving Sustainable Development Goals concerning, well-being, and decent work. This study enhances academic knowledge on employee well-being in the transportation industry and emphasizes the importance of practical implementation of specific interventions to enhance not only better payment, work conditions, and training, but also recognition, advancement opportunities, a supportive environment, clear policies, and work-life balance initiatives for bus drivers.

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

I den här vetenskapliga essän: Konsten att vara specialist och kunna lyssna, reflekterar jag kring och undersöker min praktik som yrkesverksam inom HR-området. Jag undersöker några av de förväntningar som jag och min omgivning har på mig och min yrkesroll. Hur gör jag när jag möter motstridiga förväntningar? Hur ska jag förstå mitt agerande? För att synliggöra min praktiska kunskap tar jag hjälp av tre möten med chefer, hämtade ur mitt arbetsliv. Genom dessa möten och frågorna ovan låter jag min yrkesutövning möta modern managementforskning och teorier kring främst tolkning, sammanhang och specialistrollen från filosoferna Paul Feyerabend och Hans-Georg Gadamer. Jag kommer fram till att min praktiska kunskap är att kunna läsa av situationerna och förväntningarna i situationen jag befinner mig och våga stanna i osäkerheten utan att ha svaren givna, jag måste stanna i processen och när jag gör det visar sig även lösningarna. Jag kommer också fram till vikten av att kunna lyssna. En annan viktig insikt är att min roll som HR-medarbetare är beroende av att det är just jag i en viss kontext som utövar mitt yrke och att min person och min roll är intimt sammankopplade i min yrkesutövning. Det går inte att skilja oss åt. / In this scientific essay: The art of being a specialist and listening, I reflect and examine my practice as a professional in the area of HR. I examine some of the expectations that I and my surrounding have on me and my professional role. How do I do when I meet conflicting expectations? How should I understand the way I’m acting at work? I retell three situations from meetings with managers taken from my work experience. These stories help me to make my practical knowledge visible. Through these examples, and the questions above I let my profession meet modern management research and theories about interpretation, context and specialist role from the philosophers Paul Feyerabend and Hans-Georg Gadamer. I conclude that my practical knowledge is to read the complexity and expectations in the situation I find myself and dare to remain in uncertainty without having the answers given, I have to stay in the process, and when I do, solutions will be given to me. The importance of being able to listen turns out as an important part of my practical knowledge. Another important insight is that my role as HR employees are dependent on it just me in a certain context practicing my profession and to my person and my role is intimately linked in my profession. You can not separate us.

目錄 謝誌－－－－－－－－－－－－－－－－I 摘要－－－－－－－－－－－－－－－－III ABSTRACT－－－－－－－－－－－－－－IV 目錄－－－－－－－－－－－－－－－－ V 表目錄－－－－－－－－－－－－－－－VII 圖目錄－－－－－－－－－－－－－－－VIII 第壹章　緒論 第一節　研究背景與動機－－－－－－－ 1 第二節　研究問題－－－－－－－－－－ 5 第三節　研究目的－－－－－－－－－－ 5 第四節　研究流程－－－－－－－－－－ 6 第貳章　文獻探討 第一節　真誠領導－－－－－－－－－－ 7 第二節　專注覺察－－－－－－－－－－ 13 第三節　情緒勞務－－－－－－－－－－ 18 第四節　主動顧客服務績效－－－－－－ 24 第五節　各變項間之關係及假設推論－－ 27 第六節　研究理論模式圖－－－－－－－32 第参章　研究方法 第一節　研究母體與抽樣對象－－－－－ 34 第二節　研究工具－－－－－－－－－－ 35 第三節　資料分析方法－－－－－－－－38 第肆章　研究分析與討論 第一節　樣本結構之敘述性統計分析－－ 41 第二節　信度與效度分析－－－－－－－ 43 第三節　相關分析－－－－－－－－－－ 51 第四節　整體結構方程模式分析－－－－ 52 第伍章　結論與建議 第一節　結論－－－－－－－－－－－－ 65 第二節　管理實務建議－－－－－－－－ 70 第三節　研究限制與後續研究之建議－－ 72 參考文獻 中文部分－－－－－－－－－－－－－－75 英文部分－－－－－－－－－－－－－－76 附錄一：研究問卷－－－－－－－－－－ 83

本研究探討公部門清潔隊員工作特質，以及性別對於清潔隊員在工作職務分配和勞動過程的影響。研究者使用田野觀察和深度訪談進行資料蒐集，並以新北市樹林區的清潔隊中垃圾清運班、資源回收班和掃路工作三項職務者為觀察對象，分析著重於清潔隊員工作的性別職務隔離、勞動過程中表現出的技術與情緒勞動。主要研究發現與貢獻如下：（一）本研究指出清潔隊中存在著性別職務隔離現象，而形成職務隔離的原因除了性別，工作方式、工作可替代性與工作影響程度等三項因素也是形成職務隔離的原因；（二）清潔隊員工作環境處於開放式空間，且工作的進行主要是受到時間壓力的限制，因此清潔隊員執行工作所需之技術特質與所產生的勞動經驗，和傳統上在工廠工作的工人所處的工作環境及以提高生產產品數量為目的的勞動有所不同。本研究對於清潔隊工作技術與勞動的討論，突破了傳統勞動理論中對於「技術」的定義與想像；（三）本研究發現在清潔隊中職務比性別更會影響情緒勞動付出的多寡，雖然女性助手比男性司機需要付出更多情緒勞動，但是男性司機卻可以透過性別特質，幫助女性助手情緒勞動中不足之處。本研究的貢獻在於增加性別與勞動社會學討論的多元性，且可成為未來清潔隊相關工作社會學研究的基礎。 / This study explores the job characteristics of the janitorial service workers in the public sector and the gender influence on job distribution and the labor process therein. Participant observation and in-depth interviews were utilized for collecting data from those who worked in the Garbage Collecting Unit, the Resource Recycling Unit, and the Road Cleaning Unit of the Shu-Lin District Cleaning Team in New Taipei City. The major findings of this study are listed as follows: (1) The study illuminates the phenomenon of gendered occupational segregation among janitorial service workers. The study further finds that occupational segregation is not only shaped by gender but also by methods used for completing the tasks, substitutability of the individual who performs the job, and the degree in which the job may affect the overall outcome of the work unit. (2) The janitorial service workers work in an open space, and the pressure of work comes mainly from the time allocated to complete the tasks. The work environment as well as skills required for and the labor experiences generated from work are thus different from the traditional industrial workers working in factories whose goal is mainly to maximize the production output. The discussion in this study on skills and labor entailed in janitorial service work expands the horizon of traditional labor theories on the conceptualization and definition of "skill." (3) The study shows that job category is more important than gender in affecting the input of emotional labor in the janitorial service work. Female assistants are required to put in more emotional labor than male truck drivers, and male truck drivers can supplement the female workers' emotional labors by exercising the masculine characteristics. The results of this study may not only contribute to gender and labor studies by enriching the discussion on gender and work as well as the concept of skill, but also provide an importance foundation for future research on janitorial service work.

Social work involves working intimately with clients who are or have previously found themselves in difficult life situations. The intimate work with clients is one of the reasons why the social work is considered emotionally demanding. The aim of the study is to highlight how social workers are influenced by clients emotions, as well as increase the understanding of how social workers can manage the emotional strain that an intimate work with clients can cause. Based on a qualitative research effort and qualitative interviews with seven social workers from “individual and family welfare” in the southeast of Sweden. When analysing the empirical data, three main themes emerged: the emotional work of social workers, management of emotions during the interaction with clients and strategies for managing emotional strain. Goffman´s theory of dramaturgy as well as Lazarus and Folkman´s theory of coping strategies are used to create an understanding of the research problem. Results of the study show that collegial support was deemed to be a common strategy as well as the most significant for managing emotional strain.

With the Covid-19 pandemic, many of the already identified shortcomings in our welfare society came to be challenged and care for the eldery was particularly affected. Eldery care had to endure harsh criticism and managers in eldery care were questioned. Based on this, the purpose of this study is to gain an in-depth understanding of the eldery care first-line leaders experiences of leading during the Covid-19 pandemic an how they are emotionelly effected and challenged during this period. The study is based on a qualitative method whit semi-stuctured interviews as a data collection method. Eight first-line leaders in eldery care have been interviewed and based on their stories, their experiences of leading during the covid-19 pandemic have been analyzed from Erving Goffman's dramaturgical perspective and Arlie Russel Hoschschild's theory of emotional work. The study shows the importance of a transparent and present leadership and that the unit leaders have experienced loneliness and inadequacy in their role as leaders, wherw the collegial support has proven to be central to being able to stand firmly as a leader during the pandemic.

Les métiers du tourisme emploient un actif sur dix dans l’économie mondiale et affichent une croissance forte. L’hôtellerie doit faire face aujourd’hui à une forte turbulence du marché avec l’apparition de nouveaux acteurs tel que Airbnb, qui concurrencent les groupes hôteliers multinationaux. La complexité croissante de l’environnement exige des chaînes hôtelières une capacité accrue d’adaptation. Les demandes des touristes se diversifiant vers davantage d’expériences et d’authenticité, les hôteliers fondent leurs stratégies sur ces concepts et les diffusent dans les métiers du front office. Ces salariés, qui doivent réaliser un travail émotionnel pour répondre aux attentes organisationnelles d’un service de qualité, se voient prescrire des injonctions parfois paradoxales qui peuvent déboucher sur des comportements de retrait et des cas de déséquilibre émotionnel. Une meilleure compréhension du travail émotionnel et de l’équilibre émotionnel individuel et collectif peut-elle permettre d’optimiser la capacité adaptative dans ces métiers de contact ? Nous proposons un apport original dans la littérature en sciences de gestion en reliant l’équilibre de l’être humain dans son univers de travail à l’équilibre organisationnel dans son environnement concurrentiel. Notre analyse qualitative, multiniveau et transdisciplinaire, guidée par l’approche épistémologique de la pensée complexe d’Edgar Morin, repose sur soixante entretiens d’employés et de managers du front office, et nous éclaire sur les comportements et les vécus émotionnels dans ces métiers à travers la perception de leurs rôles de travail exposés à l’évolution des normes organisationnelles issues de la stratégie des firmes. / Tourism employs one out of ten workers in the global economy and is showing very strong growth. The hotel industry is now facing strong market turbulence with the emergence of new players such as Airbnb, who compete with multinational hotel groups. The increasing complexity of the environment requires hotel chains to improve their ability to adapt. The demands of tourists are diversifying more towards experiences and authenticity, and hoteliers are basing their strategies on these concepts and transmitting them to front office jobs. These employees, who must perform emotional labor in order to meet the organizational expectations of a quality service, are prescribed paradoxical injunctions that lead to a multiplication of cases of emotional imbalance among these employees. The same phenomenon is observed among managers who, in addition to monitoring emotional management within their teams, must manage their own emotions. Can a better understanding of emotional labor as well as individual and collective emotional balances serve to optimize the adaptive capacity in these contact teams? We propose an original contribution in the management science literature by linking the balance of the human being in his workplace to the organizational balance in his competitive environment. Guided by Edgar Morin's epistemology of complex thought, we conducted a multilevel and transdisciplinary analysis based on the hoteliers' strategic issues, which are reflected in the organizational norms and in the work roles and experiences of the employees and managers.