This quantitative survey aims to highlight the impact of the meeting with the grief for customer advisers and representatives of funeral homes connected to the SBF (Sveriges Begravningsbyråers förbund). It also aims to demonstrate any differences between the sexes on this subject. Issues include: How does the person experience expectations and requirements in relation to their professional role? Does the person experience a personal impact due to the encounter with grief and death in their profession, in what way and to what extent? What consequences does the expectations, reactions and the possible impact result in for that person? What conditions does the person have to help cope with the professional role? Is there a gender difference in this experience? The theory base, which consists of theories taken from The Managed Heart: The commercialization of Human Feeling by Arlie Hochschild (2003) and descriptions taken from Yrke: begravningsentreprenör. Om utanförskap, döda kroppar, riter och professionalisering by Anna Davidsson Bremborg (2002), has been fundamental in both the preparatory work and the analysis. The population consists of those with client contact at funeral homes connected to the SBF. The questionnaire was answered through an internet page and the contact with the particiants were made via e-mail. The questionnaire consisted of 44 claims which were answered by how well the respondents agreed with them. The responses were then coded and calculations were made of mean and significance of these figures. Comparisons were made on several levels between the different variables in order to find patterns and indications. The results showed trends that the respondents to some extent experienced high demands in their profession, stress connected with the customer interactions and that this to some extent resulted in negative consequences. The results suggests that respondents were expected to and strove to go the "extra mile" to please the customers. The results also showed trends that the respondents enjoyed their work, experienced relatively good conditions in their profession and that the benefits outweighed the sacrifices. The results also showed an interesting pattern of that women, more than men, experience pressures and stress due to the encouter with grief at work, and that the higher education the respondents had the greater the impact. This study resulted in some interesting indications that can be used in further research.

In recent years, modeling industry in Taiwan has taken a great leap in both participation and popularity. Models in Taiwan can be splited into two groups by the presence (or the lack of) of their contracts with a modeling agency. The two groups are hardly similar in market price and position within their industrial hierarchy. The purpose of this master paper is to present how, and why there are different sets of game rules for the two groups. Also, the 2009 Lin Chi-Lin tax case raised much concerns to the very murky employer-employee dynamics in the industry - what exactly is the relationship between a model and their modeling agency anyway? The study sets sight on local Taiwanese models. In an attempt to hopefully draw a better picture of the Taiwan modeling industry, interviews were conducted with sixteen different interviewees that includes models and industry insiders, along with further observation and field study. Models presents their productivity through bodily exhibition, and the purpose of this paper is to look into these physical skill set, which starts with an understanding between asthetic labor and emotional labor. In terms of bodily performance, models are required to maintain a high level of consistancy, through utilizing embodied emotion and emotional memory to fit the requiremet of different clients. Models in contractual relationship with their modeling agency are subjected to the following institutional arrangemets ¡V contract-signing, training-course and case-by-case wage system. Those in the collaberative relationships are bounded by the collaberative system and getting paid case-by-case. These arrangements work differently with the different groups in terms of ideaology, and causing voluntary servitude with the systems. Models with proper contracts tend to believe that they are bounded by the rules and regulation of modeling agency, while the collaberative models believe that the only relationship tie with their representatives is the collaberative element of the profession. They are also the ones that are more likely to become agents later on in their career. My study has shown that the body of models are essentially the products in play, and modeling agency are capable of obtaining product exclusivity by signing more newcomers to exclusive representative contracts.

The purpose of this study is to integrate the past studies of the consequences of emotional labor via meta-analysis. We tested the relationships between emotional labor, job pressure, job attitudes, and job performance outcomes. Besides, we analyzed the effects of three potential moderators on above relationships: service categories (service relationship/service encounter) and sources of performance ratings (self-rating/ independent-rating). We included 31 independent studies in our meta-analysis and applied Hunter & Schmidt¡¦s (2004) approach to calculate the effect size for testing our hypothesis. Results revealed that surface acting was positively related to emotional exhaustion and negatively related to organization commitment. In addition, deep acting was positively related to job satisfaction, organization commitment and service performance. Finally, Service categories moderated the relationships between surface acting, job satisfaction and service performance. Implication for practices and suggestion for future research are also discussed.

Emotional labor and its influence on authenticity and identity amongst human service workers has been the focus of numerous studies. Often these studies viewed identity as a stable sense of self. This study set out to examine emotional labor amongst clergy and how it may differ from the emotional labor experienced in other occupations, with the premise that individuals have multiple identities that shift and change depending on the situational context. A thematic analysis of interviews conducted with twenty-seven clergy and a textual analysis of denominational/church texts was conducted to examine the following ideas: 1) how clergy negotiated tensions of authenticity and identity in their work; 2) how clergy described the spiritual and emotional dimensions of their work; 3) how denominational texts address issues of spiritual and emotional labor; and, 4) if clergy felt enabled and/or constrained by denominational standards and beliefs. The results of this study indicated that emotional and spiritual labor amongst clergy is unique for several reasons. One, the emotional labor clergy engaged in served a positive function because they see it as means of helping others. Second, clergy were aware that emotional labor was intrinsic to the job and they engaged in activities to preempt or manage the tension they felt when the job required them to mask their true feelings and display organizationally preferred feelings. Finally, clergy enjoyed the spiritual dimension of their jobs; thus they were engaged in spiritual work (authentic spirituality), not spiritual labor (inauthentic spirituality). Results also indicated that denominational texts did convey a preferred identity or ideal for how pastors should behave. Pastors indicated that the denominational expectations and guidelines for pastors both enabled and constrained them. The majority of the pastors felt the freedom to disagree civilly and the denomination/church provided venues in which pastors could communicate their dissenting views. However, in some cases, pastors felt the denominational guidelines for the "ideal pastor" were in conflict with how they saw their own role as pastor and they left the denomination. Results also revealed how pastors‘ identities shifted and changed as the context in which they were ministering changed.

With the transformation of industrial structure and the structure of labor force, service industry has become increasingly important in global economy. Service quality is a critical competitive edge for service organizations. Front-line employees play a key role in directly facing and delivering services to the customers, often with intentional management of emotions. When emotions are turned from private behaviors to commodity, the organizations have to find out the way to utilize and manage employees¡¦ emotions in order to achieve desirable performance. The current research aims to examine the relationship among emotional labor, locus of control, job satisfaction, and organizational commitment of the employees in hospitality organizations, and designates job satisfaction as the mediating factor between emotional labor and organizational commitment. Self-administered questionnaires were distributed to employees selected from hotels across the island. 334 questionnaires are collected and analyzed using descriptive statistics, reliability analysis, factor analysis, t-test, one-way ANOVA, correlations and multiple regressions. Important findings include: 1. Employees with internal locus of control have higher organizational commitment and job satisfaction. 2. The more contact and interactions between the employees and customers, the higher emotional labor the employees perceive. 3. There¡¦s a partial mediating effect for job satisfaction on the relationship between emotional labor and organizational commitment.

Research on the quality of work life, job satisfaction and intention to quit of emotional labor ¢w based on the examples of the receptionists of Chunghwa Telecom. Abstract With change of industrial structure and structure of labor force, service sector has become the major trend of the economical society in lieu of agriculture and industry, and play quite an important role in the global economic. The service quality has always been a competitive tool emphasized by the organizations among the service sectors. Therefore, the primary service personnel turn to be the key factor deciding whether the service quality is good or not. Rafaeli & Sutton (1989) thought that customers viewed a whole and overall impression on those organizations out of the emotions expressed by the employees. When emotions are turned from private behaviors to commercialization, the organizations also start to think how to make use of a variety of managerial methods to let the emotional labors performance their best at work. Since relative research on emotional labor is not mature theoretically, and the job behavior, characteristic, outcomes etc. of the performers of such fields are not that clear relatively, this research tends to proceed an empirical research on the job behavior and feeling of the emotional labors (the receptionists) of the service sector (Chunghwa Telecom), in order to flesh out the relative empirical explores on such field, and wish to provide appropriate advices through the explored outcomes of this research; moreover, these can be important references to management proposal of the emotional labor human resources while the companies are being transformed (privately owned by the people). This research used the questionnaire, and adapted the descriptive statistical analysis, validity analysis, factor analysis, t-test on independent samples, one-way ANOVA, Pearson¡¦s relative and regressive analysis to explore the relationship among the quality of work life, the job satisfaction and intention to quit of the receptionists, and further took the job satisfaction as the moderating factor to explore its moderating effect to the relationship between the job satisfaction and intention to quit. The important findings are as follows: 1.The receptionists identify themselves least with the ideas that the quality of work life is based on the components of the company system and growth of esteem. 2.The receptionists are discontented most with that external satisfaction is based on the components of job satisfaction. 3.The receptionists tend to quit generally. 4.The receptionists tend to be of middle and old aged from the view of distribution of overall age. 5.There are significant positive correlations and positive influences on the quality of work life and job satisfaction of the receptionists; especially, the relation and ability of the components of superiors¡¦ attitude to predict external satisfaction are the highest; moreover, the relation and ability of the components of job nature to predict internal satisfaction and general satisfaction are the highest. 6.There are significant negative relative and negative influences on the job satisfaction and intention to quit of the receptionists; especially, the relation and ability of the components of external satisfaction to predict the intention to quit are the highest. 7.There are significant negative relative and negative influences on the quality of work life and intention to quit of the receptionists; especially, the relation and ability of the components of company system to predict the intention to quit are the highest. 8.Only partial moderating effect exists between the relationships of job satisfaction versus quality of work life and intention to quit. Key words: emotional labor, quality of work life, job satisfaction, intention to quit

The current research aims to examine the relationship among emotional labor, job burnout, impulsive buying behavior, and self-monitoring, and designates job burnout as mediator and self-monitoring as moderator. The research chose convenience sampling and sent out 400 questionnaires. 387 effective questionnaires were received and used STATA 8.0 to analyze descriptive statistics, reliability analysis, exploratory factor analysis, t-test, one way ANOVA, correlations and multiple regressions, and used LISREL8.8 to analyze confirmatory factor analysis. Verifying the model of this research institute inference with the structural equation model, the result shows the model mixes the degree rightly well. The findings of the study as followed: 1. First-line employees with different characters will lead to variance emotional labor, impulsive buying behavior. 2. There is a relationship between the emotional labor, job burnout and impulsive buying behavior. 3. There is a prediction between the emotional labor, job burnout and impulsive buying behavior. 4. There¡¦s a partial mediating effect for job burnout on the relationship between emotional labor and impulsive buying behavior. 5. Self-monitoring has moderating effects between the emotional labor of surface acting and impulsive buying behavior of compensatory impulsion.

The current research aims to examine the relationship among emotional labor, leisure attitude, leisure motivation, and self-efficacy, and designates leisure motivation as mediator and self-efficacy as moderator. The research chose convenience sampling and sent out 400 questionnaires. 387 effective questionnaires were received and used STATA 8.0 to analyze descriptive statistics, reliability analysis, exploratory factor analysis, one way ANOVA, correlations and multiple regressions. The findings of the study as followed: 1. The employees of leisure service industry prefer to use the strategy of deep acting in the emotional labor. 2. Among all kinds of activities, ¡§entertaining activities¡¨ were found to be employees¡¦ favorite choices of their leisure activities. There are contradiction between leisure cognitions and leisure attitudes in employees¡¦ leisure attitude. The main motivation Stimulus avoidance is the main motivations of participating leisure activity. 3. There is a relationship between the emotional labor, leisure attitude, and leisure motivation. 4. There is a prediction between the emotional labor, leisure attitude, and leisure motivation. 5. Deep acting was significantly, positively related to beneficial result. Employees with higher organizational commitment and job involvement probably find the balance between work and leisure life.

Many studies into emotional labor are constrained by a capitalist paradigm, where emotional labor is performed within corporate organizations with hierarchical divisions of labor. Using the case of Hotel BAUEN, this paper considers emotional labor in different organizational and relational context: a worker-owned and worker-recovered business in Argentina. Drawing on ethnographic observations in Hotel BAUEN, this paper shows how service work is structured in the cooperative hotel. Instead of doing emotional labor in the traditional “service triangle,” worker-owners provide services in a “cooperative dyad” without the oversight of a boss. This structural difference has both organizational and relational implications for the business. First, worker-owners provide a variety of services to a broad set of customers. Second, the processes of autogestión (self-management) rely on workers’ emotional labor to cultivate lateral workplace relations through self-management. Ultimately, within the cooperative service workplace, emotional labor functions differently than the literature would suggest. Rather than reproduce social inequalities, workers use emotional labor to generate capital and sustain an organization that seeks to reduce inequality. / text

abstract: In a mere thirty years, hospice has grown from a purely ideological philosophy of care for terminally ill individuals and their families, to a large and well organized healthcare entity. And government statistics project that healthcare will generate more new jobs than any other industry in America until at least 2018. While most of the extant literature that has been published on healthcare workers has focused on negative organizational processes, such as stress and burnout, there has been a recent shift in scholarly ideology in which researchers have been challenged to consider the positive aspects of organizational life as well. Compassion, theorized as a three-part interrelated process, is one area that is garnering interest within organizational studies. Utilizing grounded theory, this study engaged literature from organizational studies on emotional labor, stress, and burnout, as well as literature on positive organizational communication. What emerged from the data is a richly detailed picture of the emotional highs and lows that hospice workers experience in their jobs. Research was conducted at two large hospices in the desert southwest, utilized qualitative methods of participant observation (161 hours), and informal and semi-structured interviews (29 interviews) as a means to understand hospice workers--nurses (32), nursing assistants (23), social workers (14), and spiritual care providers (4)--experiences of emotion. Through data analysis, compassion emerged as a salient concept in worker's daily experiences. Yet, my data suggested a reconceptualization of the way in which compassion has been theorized in the past--as noticing, feeling, and responding. Based on my findings, I argue that the three subprocesses could more accurately be described recognizing, relating, and responding. / Dissertation/Thesis / Ph.D. Communication 2010