The following bachelor thesis in sociology, written by Dalibor Garic in the spring of 2021 at Linnaeus University in Växjö Sweden, named: Emotional work in the restaurant industry: a qualitative sociological study is focused on the emotional work of an increasing service sector or more determined in the restaurant industry. The main purpose od the study was to identify which regulatory strategies frontline employees use when attending troublesome customers but also what strategies they adopt under ordinary conditions. The choice of method was semi- structured qualitative interviews of elev respondent. The theoretical framwork used was Hochschild`s emotion sociological perspektiv, which laid the foundation for research on emotional work as early as 1983. Goffman`s dramaturgical theory, which is part of the symbolic interactionism, contributed to understanding of the dramaturgical parts of the elements of service. The most important results of the study show highly individual differences in the different regulatory strategies. Despite of the differences it was possible to distinguish the following tendencies: employees whith a higher sense of the professional role and whit greater experience had it easier to use both deep-acting (DA) and surface-acting (SA) as regulatory strategies in combination with decrease, neutralization or masking of inappropriate feelings, depending on how difficult the customer is. Temporary employees with weak professional role identification used surface-acting to a greater extent and they were generally emotionally uninvolved in their work. Other results that the study contributes to the research field are that service emplyees use cognitive regulation strategy in improving satisfaction with their work, including emotional transmission from customer. Altso that perfect professional role adjustment and dramaturgical discipline is sought by organizations, customers and by service prviders.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:lnu-107011 |
| Date | January 2021 |
| Creators | Garic, Dalibor |
| Publisher | Linnéuniversitetet, Institutionen för samhällsstudier (SS) |
| Source Sets | DiVA Archive at Upsalla University |
| Language | Swedish |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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