The present study explores the process through which the regulation of emotions at work, also known as emotional labor, depletes self-regulatory resources, specifically energy, and distally impacts health behaviors in the form of less physical activity and more unhealthy eating. Differences in relationships between two forms of emotional labor, surface acting and deep acting, as well as differences between psychological and physical energy depletion, are explored. Additionally, the roles of trait mindfulness and future temporal focus are examined as between-individual differences moderating the proposed relationships. Multi-level analysis of daily diary data collected from participants (N = 108 participants) over ten work days (N = 1,273 total days) demonstrates that surface acting at work, but not deep acting, is negatively related to after work energy levels, such that participants reported less energy on days when they engaged in more surface acting. No significant differences in strength of relationships for physical versus psychological energy depletion were found. After work energy depletion related to less time and intensity spent on physical activity, but no support for an overall mediated effect was found. No significant effects were found for unhealthy eating, or future temporal focus, while trait mindfulness did positively relate to energy levels in several models. Theoretical and practical implications, as well as future research directions, and methodological recommendations for researchers wishing to conduct similar studies are presented. As one of the first attempts to examine the mechanisms linking emotional labor and health behaviors, this study highlights the intricate nature of the relationships examined and the resultant need for both broader and more targeted multi-faceted research at multiple-levels of analyses to further explain the complex story of work and health.

Since 2014, Airbnb has been the poster-child for an impassioned debate over how to best regulate short-term home rentals (STR’s) in New Orleans, Louisiana. As critical perspectives toward on-demand economic practice become increasingly common, it is important to understand how the impacts of STR platforms like Airbnb extend beyond the realm of what is traditionally conceptualized as the economic (i.e., pressure on housing markets). In this thesis, I explore the ways in which Airbnb recalibrates the spatial and temporal rhythms of everyday neighborhood life for people external to the formal trappings of an STR contract. Drawing in particular on theories of authenticity and feminist political economy, I argue that locals’ emotional labor of “playing host” is necessarily enrolled into the creation of value for Airbnb, and is essential to the reproduction of the platform’s business model and marketing rhetoric.

Recording police officers can result in distraction, fear, and false perceptions of law enforcement personnel when citizens upload the videos to social media, though little is understood about police perceptions of this phenomenon. Using evaluation apprehension theory, emotional labor theory, and emotional intelligence as the foundation, the purpose of this phenomenological study was to explore the feelings and experiences of police officers recorded by citizens with cell phone cameras while working. Data were collected through semi-structured interviews with 10 police officers in the State of Indiana who were recorded with cell phone cameras. The data were transcribed, inductively coded, and then subjected to descriptive 7 steps, thematic, and cross-case analysis procedures. Key findings suggest officers experienced feelings of disengagement from duties when recorded by citizens. Results revealed concerns of professional appearance, self-reputation, and self-esteem. However, the study also indicated that the application of emotional intelligence and emotional labor from leadership could be used to assist officers in managing such disengagement. The implications for social change provided by this study include the development of training materials for law enforcement professionals who work through emotional intelligence while fostering opportunities for community engagement. For the public, this study provides an educational opportunity for the community to understand the feelings and significances of police officers who are recorded.

High levels of emotional work, staffing shortages, high turnover rates, low workforce engagement levels, and complex healthcare reforms are common problems in healthcare settings. Healthcare leaders are increasingly aware of the vital impact an engaged workforce can have on patient outcomes and an organization's ability to survive despite current challenges in the healthcare setting. It is important for leaders to understand what factors may influence the ability to engage with their organization, such as emotional labor. The purpose of this correlational quantitative study was to test whether emotional labor is related to employee engagement within a large Midwestern pediatric hospital. The theoretical frameworks that helped guide the development of this study were Herzberg's motivation-hygiene theory, Kahn's engagement theory, intergroup emotions theory, and Diefendorff and Richard's model of emotional display rules. Three measures (a demographic questionnaire, the revised Emotional Labour Survey, and the Job Engagement Scale) were used to address the relationship between the variables (the subscales of emotional labor and employee engagement). Data analysis involved simple bivariate correlations and curvilinear regressions. Results indicated that the subscales of faking emotions and hiding feelings negatively correlated with employee engagement. Five of the 6 subscales also had a significant curvilinear relationship with employee engagement. Gender did not play a moderating role in this study. Social change implications and recommendations include the potential for improvements in the need to identify and develop training and self-care strategies necessary for staff to endure the emotional fallout associated with the high emotional demands of their job.

Frontline service personnel (FSP) play an invaluable role in the marketing mix by directly influencing the customers perception of both the service organization as well as the service quality during the face-to-face delivery service encounter (Ashforth and Humphrey 1993). The purpose of this dissertation is to examine how sources of job stress for FSP such as perceived customer demands, role ambiguity, role conflict, role overload, and emotional labor and various mediators such as job autonomy, emotional intelligence, and emotion-focused coping directly and indirectly influence job stress and outcome variables such as attitudes, behaviors, physical consequences, emotional exhaustion, job performance, and intentions. Research from frontline social service personnels (FSSP) perspective was collected in three phases: 1) eight personal in-depth interviews to determine the fit of the constructs in the model in a social service environment, 2) a cognitive response survey gathered from 86 FSSP to identify appropriate line items, and 3) a survey questionnaire gathered from 533 members of the National Association of Social Workers-Florida. Psychometrically sound scales developed and purified in the study demonstrated reliability and validity. These scales were then used to examine the structural model. Structural equation modeling, correlations, and regression analyses were used to examine relationships in the model. Results of the study indicated that self-management of emotionally-based behavior was significant in the creation and reduction of job stress. Findings suggest that the influence of emotional-based behavior plays a significant role in job performance at the social service encounter and indirectly influences intention to switch and intention to leave.

<p> Tidigare forskning har fokuserat på emotionellt arbete i form av bland annat "surface och deep acting", emotionell dissonans och kundinteraktioner. Denna studie ämnade besvara frågeställningen: Har ålder respektive yrkeserfarenhet samband med en SJ AB anställds grad av emotionellt arbete i kundkontakter? Urvalet bestod av 65 anställda från ett flertal SJ Resebutiker i Sverige. Resultat visade att äldre anställda och anställda med längre yrkeserfarenhet hade ett starkare samband med krav och välmående på arbetet. Detta visar att det alltså är de som klarar emotionellt arbete bättre. I denna studie hade rollagerande en stor betydelse för de anställda. En kvalitativ studie skulle eventuellt kunna ge ett annorlunda och mer komplext resultat mot vad denna kvantitativa studie gjort.</p>

<p>Denna studie syftar till att ge en beskrivning av hur manliga och kvinnliga kriminalvårdare på en anstalt hanterar känslor i sin yrkesroll. Vidare hur manliga och kvinnliga kriminalvårdare hanterar de intagnas känslor och sina egna känslor? Finns det några skillnader i känsloarbetet ur ett könsperspektiv och om det finns, vilka är skillnaderna? Utefter studiens syfte valdes en kvalitativ forskningsansats som utgångspunkt. Studien innehåller sex intervjuer med tre manliga och tre kvinnliga kriminalvårdare. Insamlingen av empiriskt material skedde genom semistrukturerade intervjuer. Tidigare forskning på området är begränsat i Sverige men internationellt har det skett viss forskning. Den forskning som finns visar på att kriminalvårdares hantering av känslor är något problematisk och att det finns vissa skillnader i hanteringen mellan män och kvinnor. Denna studies resultat visar på att kriminalvårdarna upplever att känsloarbetet till viss del påverkas av kriminalvårdens administrativa föreskrifter (KVAF). Det framkommer även att humor används som en strategi i arbetet med de intagnas men även deras egna känslor. Vidare visar resultatet på att de könskulturella skillnaderna som finns påverkar de manliga och de kvinnliga kriminalvårdarna i sitt känsloarbete.</p> / <p> This study aims to give a description of how men and women as prison officers handle emotions in their profession. Further how men and women as prison officers handle the inmates emotions and their own emotions? Are their differences between the sexes in the emotional labour and which are the differences? Along this study purpose a qualitative research was chosen. The study contains six interviews with prison officers, three men and three women. The collection of the empirical material was done through semi-structured interviews. Previous research in Sweden is limited but their has been done some research international. The research proves that the handle of emotions for prison officers is problematic. It also demonstrates that men and women handle emotional labour different. The result of this study illustrate that correctional system administrative directions (KVAF) affect the emotional labour. The result also demonstrates that humour is used as a strategy in the emotional labour. Further the result proves that the gendercultural system affect the prison officers in their emotional labour.  </p>

<p>Abstract</p><p>The aim of this work is to understand, from a perspective of sociology of emotions, how employees within the health care sector experience their working environment and the conditions. By analysing how these experiences shape the interviewees’ perceptions of the quality of their working environment, the dissertation also seeks to arrive at an understanding of what the contributing factors are for their choice to either remain in or leave the organizations in which they are employed.</p><p>This study has been conducted as a qualitative interview study. Vocational categories represented in the study are doctors, nurses, assistant nurses, midwives, and physical therapists.</p><p>The analysis has employed an abductive approach, in which empirical sensitivity, interpretation, and theory are combined. The interpretative and empirical focus, and the theory used concentrate largely on emotions, and the resulting analysis is, thusly, a contribution within the sociology of emotions.</p><p>The empirical analysis is organized in three chapters, describing and analysing three main areas: dissatisfaction with public organisations, social embeddedness, and emotional labour.</p><p>In terms of results the dissertation demonstrates that workplaces undergoing repeated changes without strong support from the staff are experienced as bad, while workplaces where the employees feel affirmed and competent are experienced as good. However, it is not working environment and conditions alone that are meaningful for the interviewees, but so is the balance between work and private life, as well as the balance between social relations in and outside of the workplace.</p><p>In addition, the emotional culture in workplaces and among colleagues is of crucial importance for the interviewees’ perceptions of their work. It is suggested that this pertains to the fact that health care work constitutes a specific type of emotional labour which, in the dissertation, is described as harbouring work. Hence, more than a matter of working environment and conditions, the interviewees’ experiences depend more upon factors such as the degree of embeddedness in social relationships, the emotional climate in the workplace, and the possibility to form a buffer culture. Moreover, it is these factors that underpin how and why employees choose to remain in or leave their workplaces.</p>

In this qualitative study, I examine the experiences of African American pilots and flight attendants with emotional labor. Integral to existing theories of emotional labor is the incorporation of voices of color and their contemporary movement into professional industries. Essentially, most all theories of emotional labor were built through the examination of low-wage service workers in gendered or racially segregated occupations, with only recent incorporations of gendered occupations within professional settings. Using the theoretical concept of emotional labor, or the labor required to reduce or suppress feeling in order to sustain the outward countenance that produces the proper state of mind in others, I argue that emotional labor is much more than labor produced within the confines of a job, but is also based on identity characteristics that directly influence interactions in the workplace. Therefore, I qualitatively examine, through in-depth interviews with more than thirty African American flight crew members, how emotional labor is influenced and performed when people of color are introduced to professional settings. The results of this study show that there are multiple dimensions of emotional labor that should be added to existing theory. Primarily, existing standards of emotional labor in the airline industry are a direct result of institutional structures and cultures created during a period of systematic exclusion that do not account for contemporary racism and sexism. Thus, performing emotional labor in this industry is unequally placed on those white women and people of color that had no input into its creation. The results of this study suggest that emotional labor should be inclusive of systemic racism perspectives as a method of understanding how salient identity characteristics, such as gender, race, and class, are directly connected to preconceived ideologies that influence interactions that call for emotional labor. Moreover, because African American men and women in this industry are underrepresented, emotional labor becomes a necessity in their interactions with coworkers, consumers, and management. In addition, African Americans experience highly regulated emotional labor that influence how they perform their jobs, interact with others, and formulate appropriate counter-narratives.

Tidigare forskning har fokuserat på emotionellt arbete i form av bland annat "surface och deep acting", emotionell dissonans och kundinteraktioner. Denna studie ämnade besvara frågeställningen: Har ålder respektive yrkeserfarenhet samband med en SJ AB anställds grad av emotionellt arbete i kundkontakter? Urvalet bestod av 65 anställda från ett flertal SJ Resebutiker i Sverige. Resultat visade att äldre anställda och anställda med längre yrkeserfarenhet hade ett starkare samband med krav och välmående på arbetet. Detta visar att det alltså är de som klarar emotionellt arbete bättre. I denna studie hade rollagerande en stor betydelse för de anställda. En kvalitativ studie skulle eventuellt kunna ge ett annorlunda och mer komplext resultat mot vad denna kvantitativa studie gjort.