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Midwives belong to the group of professional workers in Sweden with the highest job satisfaction. Meanwhile, media and research sheds light on a strained work environment with a lack of resources and a great need for more midwives. This essay aims to investigate midwives’ experiences of their psychosocial work environment in relation to the Covid-19 pandemic. The study is based on a qualitative approach with semi-structured interviews at a specialized clinic in a medium-sized city in Sweden. We found that the pandemic contributed to a heavier workload and more demands in an already strained work environment. Furthermore, the emotional labor that exists in all service professions adds to the demands even more.

Lärare har en viktig funktion för samhället när det kommer till att undervisa elever och hjälpa dem att få kunskaper som de kan använda i sina liv. Förutom förväntningar som handlar om undervisning kan läraryrket även inkludera en social aspekt där lärare stöttar och hjälper elevergenom deras skolgång. Detta arbete kan vara känslomässigt utmanade för lärare och arbetsbelastningen kan påverkas av att arbetsuppgifter som sträcker sig utanför undervisning genomförs. Denna kvalitativa studie om lärares upplevelser om utmaningar och om emotionellt arbete baseras på sju semi-strukturerade intervjuer med lärare. Data som samlats in från intervjuerna har analyserats genom teorier och begrepp som handlat om emotionellt arbete, sociala interaktioner och emotionell energi. Resultatet visar att arbete med elever såg många av lärarna som motiverande och meningsfullt jämfört med administrativa arbetsuppgifter som dokumentation, planering och möten. Arbetet kunde vara emotionellt krävande och lärarna upplevde att de dels var tvungna att hantera sina egna känslor, dels välja vilka känslouttryck de visade mot elever. Utmaningar fanns i läraryrket då arbetsdagar kunde bestå av planerade lektioner men även att konflikter, stöd till kollegor och samtal kunde uppstå under arbetsdagen som lärarna upplevde inte alltid handlade om undervisning. Lärarna ansåg att det fanns ett behov att kunna lämna arbetsrelaterade problem på arbetet för att kunna återhämta sig när de lämnat arbetet. / Teachers have an important function for society when it comes to teaching and providing students with knowledge that the students can use in their lives. In addition to expectations related to teaching, the teaching profession can also include a social aspect where teachers support and help student through schooling. This work can be emotionally challenging for teachers and the workload can be affected by tasks that extend beyond teaching. This qualitative study on teacher’s experiences and challenges regarding emotional labor is based on seven semi-structured interviews with teachers. The data collected from the interviews has been analyzed through theories dealing with emotional labor, social interaction, and emotional energy. The results show that many of the teachers believed that working with student was motivating and meaningful compared to administrative task such as documentation, planning and meetings. The work could be emotionally demanding, and the teachers felt that they partly had to manage their own emotions and to manage what emotions they showed toward students. Challenges existed as the workdays could consist of planned lessons, conflicts, conversations with students and supporting coworkers. The teachers considered the activities besides the planned lessons to sometimes put them in a position that wasn’t about teaching. The teachers felt that there was a need to be able to leave work-related problem at work to recover when they left work.

Denna studie, som är av utforskande karaktär, förenar de två forskningsområdena emotionell intelligens och autenticitetsklimat. Studien syftar till att undersöka om ledares emotionella intelligens har betydelse för autenticitetsklimatet i arbetsgrupper som har emotionella arbeten. Utöver detta är syftet även att undersöka hur ledarnas emotionella intelligens och arbetsgruppernas autenticitetsklimat är i arbetsgrupper som har emotionella arbeten. Detta undersöks genom en kvantitativ enkätundersökning utförd bland ledare och tillhörande arbetsgrupper inom sjukvården och polisen. Ledarna fick besvara en enkät om deras emotionella intelligens och arbetsgruppen fick besvara en enkät om arbetsgruppens autenticitetsklimat. Resultatet visade att ledarnas emotionella intelligens och arbetsgruppens autenticitetsklimat generellt sett var högt. En multipel regressionsanalys visade att användning av emotioner för att underlätta prestation var den EI dimension som hade högst betavärde, därefter kom reglering av emotioner inom individen, sedan kom bedömning och identifiering av emotioner hos andra individer och slutligen bedömning och uttryck av emotioner inom individen. Reglering av emotioner inom individen var den enda av EI dimensionerna som hade en signifikant betydelse för arbetsgruppernas autenticitetsklimat. Inget signifikant samband mellan ledarens emotionella intelligens och arbetsgruppens autenticitetsklimat uppmättes, inte heller mellan ledarens emotionella intelligens i respektive EI dimension och arbetsgruppens autenticitetsklimat. / This exploratory study combines two areas of research; emotional intelligence and climate of authenticity. The aim of the study is to investigate whether the leader’s emotional intelligence has an effect of the climate of authenticity in teams with emotional labor. In addition to this the study also aim to explore the level of emotional intelligence of leaders and the climate of authenticity in teams with emotional labor. This is investigated through a quantitative survey among leaders and their teams in health care and the police. The leaders´ were asked to answer a survey about their emotional intelligence and the team were asked to answer a survey about the teams´ climate of authenticity. The result showed a high level of emotional intelligence and climate of authenticity overall. A multiple regression analysis showed that use of emotion was the emotional intelligence dimension with the highest beta value, thereafter comes regulation of emotions, followed by others emotional appraisal and finally self emotional appraisal. Regulation of emotions was the only emotional intelligence dimension with a significant effect on the teams climate of authenticity. No significant relationship between the leaders´ emotional intelligence and the teams climate of authenticity where found, nor between the leaders´ emotional intelligence in each dimension and the climate of authenticity of the team.

The purpose of this study was to allow debt collectors to share their views about their work and to give more insight to collection leaders into lived experiences of debt collectors and the social stigma associated with collection work. This study explores potential reasons for the negative stereotypes, high turnover, performance outcomes, and stress experienced by the participants of this study. Additionally, this study adds new data to the limited amount of existing data on debt collectors by exploring emotional labor within the collections industry and determining collectors' levels of job satisfaction. Guided by Maslow's hierarchy of needs model, this phenomenological study elicited collectors' direct and tacit knowledge on job satisfaction. Interview data were collected from 10 collectors recruited through social media. Interviews were transcribed and themes were identified, highlighted, and compiled with like themes to form individual written reports. Common themes highlighted the role of the debt collector, essential skills, performance factors, breaking stigma, related anxiety and stress, support of coworkers and management, job satisfaction, and recommendations for improvement. This study promotes positive social change through themes that can be used to reduce debt collector stress related to negative consumer behavior by introducing new policies within the collections industry. This knowledge will also support the need for reversal of negative debt collector stereotypes through encouraging natural conversations with debtors versus rigid scripting of collectors. Lack of scripts will promote authentic interactions, assist in collector image reform, and augment collector job satisfaction. Improved job satisfaction will assist in reducing turnover, strengthen collection metrics, improve company profits, and motivate debtors to pay without feeling harassed.

本研究的目的在於： 一、了解不同背景變項之教師兼職行政人員在心理契約各構面差異情形 二、探討不同背景變項之教師兼職行政人員在情緒勞務各構面差異情形 三、探討不同背景變項之教師兼職行政人員在辭卸兼職傾向之差異分析 四、探討教師兼職行政人員心理契約、情緒勞務與辭卸兼職傾向三者間 的關係 最後根據研究結果分析、討論、提出建議，最為主管機關、學校領導者、教師兼職行政人員及後續研究者之參考。 依研究需要，本研究使「心理契約實踐量表」、「情緒勞務負擔量表」、「辭卸兼職傾向量表」等三種研究工具。以大台北區公立國民中學教師兼職行政人員為問卷調查對象。共抽取57所公立國民中學818名教師兼職行政人員為施測樣本，自99年11月18日發出問卷818份，至99年12月3日止，共回收612份，可用問卷596份，問卷回收率為74.8％，可用率為72.9％。正式問卷回收後，以描述統計、獨立樣本t 考驗、單因子變異數分析、Pearson 積差相關、及逐步多元迴歸等統計方法分析資料。 經研究結果發現： 一、教師兼職行政人員的「心理契約」在擔任職務方面有顯著的差異。 二、教師兼職行政人員的「情緒勞務」在擔任職務及學歷方面有顯著的差異。三、教師兼職行政人員的「辭卸兼職傾向」在不同行政年資上有顯著差異。四、心理契約對辭卸兼職傾向無直接影響力 五、心理契約透過情緒勞務，可預測辭卸兼職傾向 六、情緒勞務對辭卸兼職傾向之預測力主要來自表層的情緒控制 關鍵詞：心理契約、情緒勞務、辭卸兼職傾向 / The main purposes of the research are: 1.To understand the differences of the teachers that serve the administrative work concurrently with various background factors in psychological contract. 2.To investigate the differences of the teachers that serve the administrative work concurrently with various background factors in emotional labor. 3.To explore the differences of the teachers that serve the administrative work concurrently with various background factors in turnover intention. 4.To probe into the relationship among psychological contract, emotional labor and turnover intention of the teachers that serve the administrative work concurrently. Finally, the analysis and the discussion will be given as suggestions to the controlling organization, school leaders, administrators and the future researchers. Based on the need of the research, three kinds of research tools are established: psychological contract fulfillment questionnaire, emotional labor questionnaire and turnover intention questionnaire. The survey focuses on Taipei junior high school teachers that serve the administrative work concurrently. Among the teachers, 818 teachers were sampled from 57 schools. On November 18, 2010, 818 questionnaires were issued and 612 questionnaires were collected on December 3. There were 596 available questionnaires. The questionnaire returns-ratio is 74.8％ and the availability is 72.9％. The data is statistically analyzed by descriptive statistics, T-test, Pearson product-moment Correlations, one-way ANOVA and regression analysis. The findings of this research are as follows: 1.Psychological contract of the teachers that serve the administrative work concurrently is positively correlated with their positions. 2.Emotional labor of the teachers that serve the administrative work concurrently is positively correlated with their positions and academic degrees. 3.Turnover intention of the teachers that serve the administrative work concurrently is positively correlated with administrative seniority. 4.Psychological contract has vaguely direct influence on turnover intention. 5.Turnover intention can be predictable by psychological contract via emotional labor. 6.The prediction of turnover intention via emotional labor is attributed to surface emotional control. Keywords: psychological contract；emotional labor； turnover intention

Interaction between people can be seen as a distinctive feature of 'post-industrial society'. In this study I investigate some of the conditions for this encounter in private service work in Sweden. I start by discussing some important concepts: service, service encounter and emotional labour. Three parties in an interactional triangle can be perceived: the service enterprise, the service worker and the customer. The service encounter is embedded in organisational frames. Recruiting for social competence and training for selling interaction are two facets of these frames. In interactive service work, control is complicated by the fact that a third party, the customer, is involved and that the borders between worker, work process and result are somewhat indistinct. Indirect forms of control can be used to affect workers' attitudes and thinking, as well as behaviour. Service work can be described as a form of acting. Different service workers will identify differently with their work role. In my study I observe both positive and negative experiences of work. A majority report that they sometimes are so tired of people that they want to be alone after work. I distinguish two dimensions of interactive service work: type of interaction and sales situation. Interaction can be more or less important, and the sales situation can be more or less concealed. Based on these dimensions I suggest a typology to illustrate some differences between different service occupations. Four types are suggested: (1) Work first, and customer later; (2) Personalised services; (3) Routine selling; and (4) Persuasive selling. In the second group we find the experts of interaction, but also the strongest signs of social strain.

Vi har undersökt konsultchefer på ett bemanningsföretag. Syftet med studien har varit att ta reda på hur de upplever sina olika roller, vilket känsloarbete de utför i dessa roller, samt hur ledarskapet ser ut i chefsrollen. Vi har utgått från ett individperspektiv och med kvalitativ ansats intervjuat sex konsultchefer på ett bemanningsföretag, för att ta reda på vår frågeställning: Hur upplever konsultcheferna sina olika roller (som chef och säljare) och vilket känsloarbete utför de i rollerna mot konsulter och kunder? Denna har vi besvarat med hjälp av tre huvudsakliga teoretiska ramar: Goffmans (2009) dramaturgiska teori, Hochschilds (2003)teorier om emotionellt arbete och slutligen Sandahl et al.s (2010) teorier om chefens roll i organisationen. Undersökningen visade att konsultcheferna upplever det vara viktigare att “hålla rollen” som säljare mot kunder, än rollen som chef mot konsulter. De använder sig av Surface acting i sitt känsloarbete för att göra kunderna nöjda. Konsultcheferna bearbetar sina “underliggande äkta känslor” genom att samtala med sina kollegor. I rollen som chef är konsultcheferna behandlande mot konsulterna, samtidigt som de leder och styr konsulterna i arbetet.

The present study aimed to explore both situational (Emotional Display Rules and Affective Events) and dispositional antecedents (Four of Big Five personality dimensions / Extraversion, Neuroticism, Conscientiousness and Agreeableness) of emotional labor. Potential interaction effects of situational and dispositional variables on emotional labor / and long-term consequences of the construct were also examined. Data were collected from table servers working in caf&eacute / s, restaurants, and hotels in Ankara, Istanbul, Kusadasi, (Aydin) and Antalya. The study was performed in three stages. In the first stage, diary study was conducted and Affective Events Scale was created for the service work. In the second stage, psychometric properties of the new scale were pilot tested. In the main study, reliabilities of the scales, hypotheses and potential moderation effects were tested with a total sample of 254 employees. Results revealed that emotional display rules were a significant predictor of both surface and deep acting. Positive events positively predicted emotional labor. Among dispositional antecedents, agreeableness was the only dimension that predicted surface acting. Deep acting was predicted by all of the personality dimensions utilized in the study, especially by agreeableness. On the other hand,conscientiousness had a marginally significant moderation effect on the relationship between emotional display rules and surface acting. With respect to consequences of emotional labor, both surface acting and deep acting positively predicted personal accomplishment. Deep acting was also positively related to job satisfaction, and negatively related to turnover intentions. Findings discussed and practical implications, limitations, and directions for future research were presented.

The purpose of this case study is to gain a deepened understanding of how employees within the home care sector experience their work in general and their working conditions in particular based on which emotions they experience and how the employees handle these emotions. In order to answer the purpose and questions raised in the study, five semistructured interviews were held with home care workers. The study subjects were asked questions aiming to get them to share their knowledge and experiences regarding their working situation. The gathered empirical material was then analyzed with the help of emotional sociological theories and concepts as well as with parts of Goffman´s dramaturgical perspective. The results of the study show that employees working within the home care sector experience a wide range of emotions, where stress is one of the most frequently experienced emotions. Stress is experienced mainly due to the subjects experiencing their work as high demanding and that they lack control over their work. The results also showed that the employees use a mixed approach to their work. On the one hand, the study subjects experience that their identities are closely linked to their work and that close relationships are formed with the home care recipients. On the other hand, the subjects emphasize the importance of separating their individual personal from their professional role as caregivers in order to avoid emotional strains. In their relationship with the home care recipients, the employees must take in to account various emotional rules and the social exchange is characterized by an imbalance in the relationship between home care recipients and workers. Another key aspect of the home care employees working situation emerging from this study is a certain lack of the posterior region which appears during the subject’s lunch breaks. During the lunch break work related topics are discussed and the care giver might have to finish their lunch break early in order to assist a colleague or care recipient.