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Hawker, Sheila Elizabeth. "Counselling as emotional labour." Thesis, University of Southampton, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.264690.
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Farrow, Danielle S. "Emotional intelligence and coping in a high emotional labour occupation /." [St. Lucia, Qld.], 2006. http://www.library.uq.edu.au/pdfserve.php?image=thesisabs/absthe19386.pdf.
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Forseth, Ulla. "BOUNDLESS WORK : Emotional Labour and Emotional Exhaustion in Interactive Service Work." Doctoral thesis, Norges teknisk-naturvitenskapelige universitet, Institutt for sosiologi og statsvitenskap, 2001. http://urn.kb.se/resolve?urn=urn:nbn:no:ntnu:diva-5308.
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Al-Serkal, Alia. "Stress, emotional labour and cabin crew : does emotional labour influence the well-being and retention of cabin crew?" Thesis, University of Leeds, 2006. http://etheses.whiterose.ac.uk/763/.
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The term 'Emotional labour (EL)' was coined by Hochschild (1983), and it was studied in her pioneering research on cabin crew. Two decades later, there are still gaps in research into the impact of emotional labour and the other stressors and strains of work. This thesis aims to explore new cabin crew's expectations and the reality of their role, the effects that EL and organisational variables have on them, whether personality influences EL as well as which coping strategies are used. In its opening chapters, the thesis examines the various measures of EL that are available, it explores in detail the studies conducted up to the present time investigating EL in the service industry. It was observed that no longitudinal studies have been conducted at the time of writing up this study. The later chapters consist of three main studies one of which was longitudinal in nature, measuring data at 2 waves. The participants were cabin crew from an airline based in the Middle East. Studies I and 2 incorporated self-reported questionnaire measures of EL, organisational variables, well being, physical symptoms, and burnout. Study 3 used qualitative methodology (based on vignettes) to explore cabin crews' actual views of EL, stress and coping. Study I was conducted in order to examine a broader sample of crew working in the airline (N=68), and examining if personality played a part in EL. In the longitudinal study (study 2), baseline measures were taken of cabin crew expectations at the start of their employment (N=330), their physical symptoms and mental well being. A follow up (N=35) assessed the reality of the role, and whether they were experiencing psychological &/or physical symptoms. Crews' resignation was recorded in order to explore if expectations of the role predicted attrition. The overall results indicate that cabin crew from individualistic cultures have greater difficulties adapting to the role, as their expectations on peer support and autonomy and control do not to match the reality of the job. The longer that an individual stayed in the role, the more likely they were going to experience physical problems and greater amounts of stress. Interestingly, cabin crews' expectations about EL matched their experience on the job, but the views on organisational variables changed, and played a larger role on an individual's view of the job, primarily job satisfaction, as it lessened over time. Personality did not yield significant results. The experience of EL influenced well being in cabin crew, but it did not play a role in retention. In conclusion, this thesis has attempted establish norms for cabin crew with regards to EL, organisational variables, and stress, as well as examining the impact of these variables on each other. On a practical level, organisations may need to tackle crews' expectations about the job at an early stage, possibly during recruitment, portraying to them the reality of the role, and providing them support in being able to handle EL, stress and burnout, as this could be detrimental in the long run.
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Stapleton, Clare Marie. "The Use of Emotions in Social Work Practice." Thesis, The University of Sydney, 2016. http://hdl.handle.net/2123/15807.
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This thesis explores the explicit and implicit use of emotions in social work practice and the ways in which social workers’ emotions interact with formal theory and practice to create knowledge for practice. It describes the practices of 10 expert social workers with extensive experience in working in relationship-oriented models. The social workers live and work in three Australian cities. The descriptions of their practices are drawn from indepth interviews with the social workers. Interpretative phenomenological analysis was used to guide the research inquiry. Findings from the study were interpreted using the social work practice theory of relationship-based social work and the sociological theories of the emotional self and emotional labour. The findings are presented in three chapters exploring four major themes: • Descriptions of social work practice, including participants’ understandings of the theoretical and practice frames that inform their work, and the credentialing of their expertise in social work practice. • Participants’ expressed views on the place of emotions in accountable and ethical social work practice, plus their descriptions of the ways they work with emotions in practice. • Participants’ understandings of their emotional self and its influence on the ways in which they implement their practice. • Participants’ descriptions of the characteristics of their emotional labour, including the ways their emotions and emotional self interact with theory and ethics to create the labour of social work practice. The study revisits a central concern in the social work literature — the place of emotions and tacit forms of knowledge in expert practice. It concludes, from a practitioner perspective, that emotions and emotive knowledge hold a central position in practice. The findings have implications for understanding what constitutes useful and necessary knowledge for practice, as well as suggesting new perspectives on the training and supervision of social workers on emotion and its use in practice. The findings suggest that an ability to work competently and intelligently with emotions, including making use of the knowledge gleaned from one’s own emotions in explicit and conscious ways, is part of expert social work practice.
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Brumit, Erin M., and L. Lee Glenn. "Accuracy of the Spanish Emotional Labour Scale." Digital Commons @ East Tennessee State University, 2013. https://dc.etsu.edu/etsu-works/7472.
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Tang, Audrey Poh Lin. "Love's labours redressed : reconstructing emotional labour as an interactive process within service work." Thesis, Brunel University, 2012. http://bura.brunel.ac.uk/handle/2438/7038.
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Emotional labour was conceptualised by Hochschild in 1983 as a form of oppression on the service worker devised by a capitalist society; where not only were workers’ physical actions managed, but their emotions as well. Research in the area developed this concept identifying the many occupational fields in which emotional labour exists, forming models of its effects, and examining ways in which workers try to resist the emotional strain. Taking a social constructionist approach, 44 service workers and 44 customers/emotional labour recipients were interviewed using the Critical Incident Technique to gain insight into their views of performing and receiving emotional labour, and what they believed enhanced or detracted from it. The results were divided into those discussing “professional” emotional labour jobs (eg. teaching) - where the emotional labourer needs to attain a professional status; and “occupational” (eg. sales assistants) – where the emotional labourer does not need a professional qualification. It was found that 1) there were differences between the expectations, motivations and coping mechanisms displayed by professional and occupational emotional labourers; as well as in the expectations of the customer/recipient within a professional service and an occupational one; 2) that many recipients do not necessarily want to be treated as “sovereign” (ie. “king”) and judge an emotional labour interaction more positively when their individual needs are acknowledged; 3) while display rules and targets were still a notable constraint on the labourer, nevertheless “occupational” emotional labourers (sometimes in collusion with their managers) found ways of resisting further strain from recipients through over-politeness, ironically in accordance with display rules which exposed recipient rudeness; 4) professional emotional labourers, however, found the display rules and targets a hindrance. This managerial misunderstanding or poor appreciation of “professional” emotional labour caused resentment among them; 5) unique and spontaneous kindness was evident in many emotional labour interactions with managers, colleagues and most commonly recipients. Moreover, this was acknowledged by giver and receiver as the most satisfying and memorable part of emotional labour – and something unique to emotional labour itself. The recommendations of this thesis are therefore: i) that emotional labour should be differentiated within services in order for more focussed findings and recommendations to be generated and applied ii) that emotional labour be analysed as interactive process where emotional labourer, recipient and their organisational management contribute to a high level of enjoyment within the job. That is, it is not necessary to view emotional labour as the oppressive and intrusive management of personality by a capitalist organisation iii) recognition be given to the importance of kindness within the emotional labour interaction, as it can be both a source of pleasure, and also pain, for the compassionate labourer. This has important implications for the selection, training and providing emotional support for workers.
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Mazhindu, Debbie. "Ideal nurses : the social construction of emotional labour." Thesis, University of Sussex, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.250182.
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Pienaar, Anel. "Emotional labour experienced by support staff in a South African context." Diss., University of Pretoria, 2019. http://hdl.handle.net/2263/77876.
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Introduction
It cannot be denied that employees bring their emotions to work, especially since emotions form a core part of individuals and cannot be separated from them and is thus part of organisational life. Emotions may influence an individual’s judgement, assessment and understanding of work events, and may therefore add to the complexity of work behaviour.
The act of managing emotions and the emotional expressions at work for the purpose of compensation and consistency with the ‘display rules’ of an organisation is known as emotional labour. Emotional labour thus encompasses the management of feelings in an attempt to portray acceptable facial and bodily display to the public.
Organisations have implicit and explicit emotional display rules that employees should abide, regardless of the employees’ felt emotions. Emotional labour is conducted by employees in an attempt to adapt, control or manage emotions viewed as inappropriate in the work environment. As such, emotional labour is associated with emotional regulation strategies, deep, surface or genuine acting. The concept of emotional labour has been developed and established within the services industry, for example, with flight attendants and teachers. This study aimed to explore how applicable the concept of emotional labour is within internal organisational services, namely, support staff in support departments across various South African industries.
Research purpose
The purpose of the study was to explore and describe the emotional labour strategies experienced and applied by support staff. The objectives are:
to explore the level of emotional labour performed by support staff
to describe to what extent difference in the levels of emotional labour occur across different support functions, and demographic groups
to describe the relationship that exists between emotional labour and intention to quit and job satisfaction.
Research design, approach and method
A cross-sectional survey design was used in this study. A non-probability sample was selected by means of availability and snowball sampling methods. The emotional labour scale, intention to quit and job satisfaction survey was administered to 269 individuals employed in support departments in paper-based and electronic format. The Statistical Package for the Social Sciences (SPSS) version 23 was used to conduct descriptive and correlational statistics on the data.
Main findings
The results of this study showed that support staff do perform emotional labour, with the use of all four emotional labour strategies, namely, hiding feeling, faking emotions, deep acting and genuine acting. Based on the sample used for this study, there was no statistical significant differences between gender, race and educational groups in terms of the emotional labour strategy used. There was, however, a weak, negative relationship between job satisfaction and surface acting, which was measured through hiding feelings and faking emotions. Even though the study was restricted by many methodological limitations, which are discussed in the last chapter of the dissertation, the study did provide some insight into the emotional labour levels and strategies performed by the support staff in the sample within a South African context.Dissertation (MCom)--University of Pretoria, 2019.
Human Resource Management
MCom
Unrestricted
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Zlatar, Katherine, and Oleksandra Lysak. "Fake it till you make it: The emotional labour of project managers." Thesis, Umeå universitet, Företagsekonomi, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-86937.
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Brink, Heleen Catharina Elizebeth. "Emotional experiences of professional nurses in a critical care unit of a private hospital in Gauteng : a casestudy / Heleen Catharina Elizebeth Brink." Thesis, North-West University, 2012. http://hdl.handle.net/10394/8656.
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The focus of this study was on the regulation and management of emotions among professional nurses in a critical care unit in a private hospital in Gauteng.
The aim of this project is to explore and describe the level of resilience of professional nurses, in this case specifically, critical care nurses. The background portrays a journey from emotions and emotional experiences as main focus. The main focus was transformed into sequential emotion regulation and management as precursors to emotional intelligence. An initial literature investigation into emotional intelligence among professional nurses in general indicated that: Much international and national research has been conducted on emotional intelligence among nurses; emotional intelligence is an essential aspect of nursing, as an emotion-laden profession; and emotional intelligence implies positive benefits for nurses. The purpose of this study was to enhance professional nurses‟ regulation and management of their emotions in a critical care unit in a private hospital in Gauteng in order to enhance the level of emotional intelligence.
Methodology: A qualitative, phenomenological research design was most suitable for this research that was also explorative, descriptive and contextual and within a case study strategy, combined with the use of interviews. C purposive sampling (Botma, et al., 2010:126) was used to select participants. ASE records included incident reports; organisational records of employee satisfaction, as well as documents that portrayed the care rendered in the unit. Participants were informed about the research by means of a PowerPoint presentation. The sample size was established once the research by saturation of data (Botma et al., 2010:200). Participants were informed about the research by means of a slideshow.
Conclusion
The results re-confirmed the existence of emotional labour in the critical care unit, as well as the different emotions experienced in the critical care unit. Results reflect the strain critical care nurses need to cope with, and the different ways they use to regulate these emotions and emotional experiences.Thesis (MCur)--North-West University, Potchefstroom Campus, 2013
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Watson, Sarah. "Management in the financial services : emotional labour and gender." Thesis, University of Plymouth, 2001. http://hdl.handle.net/10026.1/364.
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This thesis examines the development of management in financial services and its implications on managers' activities and socialisation. The thesis uses gender and emotional labour as the main themes for the discussion of management in the financial services. The thesis reports on two ethnographic case studies within two UK retail banks. Analyses are based on data derived from interviews, observations and documents. Both the literature and data suggest that management in the service sector centres around the management of organisational cultures. Managers must disseminate the organisational values in order to extract excellent customer service from the front-line staff. Managers themselves are acculturated into the organisation and its values, in order to more easily acculturate their staff. The data indicates that although management appears to have been feminised, masculine values still dominate. Managers are socialised into organisational cultures in which human relations rhetoric looms large and both male and female managers employ 'feminine' management styles. Confusingly however, male managers' skills seem to be valued more and male-dominated business areas receive greater kudos. A disjunction between rhetoric and reality is thus evident. In addition, both management and emotional labour are presented as gendered in sociological literature. The data indicates that although management styles and practices are perceived to be gendered, there is little evidence to support the stereotypes. Both men and women can be seen to be performing emotional labour too, but it is the expectations of others and their different life experiences that can lead to gender differences in the way that emotional labour is displayed.
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Morris, Gizem. "Identity conflicts and emotional labour in the veterinary profession." Thesis, University of Westminster, 2018. https://westminsterresearch.westminster.ac.uk/item/q559y/identity-conflicts-and-emotional-labour-in-the-veterinary-profession.
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This research investigates professional identity conflicts and the emotional labour results from the attempt of reconciling the ideal and real selves. Four distinct elements are identified as the triggers of these conflicts. Specifically, professional, commercial, ethical and emotional dilemmas emerge when focused on the challenges vets experience in small animal clinics. This thesis revealed how recent changes in the veterinary profession have exacerbated the emotional costs of the tensions between their ideals and realities. The classical literature on professions and professionalism is rather unrealistic to aspire, but its core tenets continue to inform more contemporary research on professional occupations and professional identities. Their implications often show conflict between the ideal professional, opposed to the reality of the professional in everyday practice. Drawing upon service quality models, this thesis also draws attention to the complications in veterinary services due to the triadic nature of the vet-pet-client interactions. While the intensified emotions between the client and the pet have been recognised, the consequences of their effects have not been addressed in research to date. Although the construct of ‘the client’ governs notions of professional demeanour and accomplishment of expertise, this does not imply that technical knowledge is not valued. However, it is not well articulated into professionalism in the veterinary profession. To address this gap, face-to-face semi-structured interviews were conducted with fifty veterinary surgeons practicing in small animal clinics in the UK. The tension evidenced in the interviews was indicative of the gap between the service ideals espoused by the ideology of professionalism and the reality of actual practice. The data point to the disillusionment vets feel at not being able to live up to their professional ideals. This has resulted in intensifying the existing pressures and unrealistic expectations for professionals, which poses a risk to the career span of professionals and the future prospects of veterinary profession. Thematic analysis was employed to identify the elements that trigger conflicts of vets’ professional identity. The conclusions highlight the distinctiveness of professional emotional labour in the veterinary profession and give rise to dimensions of conflict. Intensification of professional labour is found to be closely interlinked with increasing rates of clinical depression and emotional burden. Results suggest future research needs to focus ways of deducing emotional labour among veterinary professionals, who alarmingly in their discourse consider suicide as a logical extension of euthanasia.
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Singh, Jyothsna A. "Customer expectations of employee emotional labour in service relationships." Thesis, University of Gloucestershire, 2017. http://eprints.glos.ac.uk/5715/.
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Emotional labor has been defined by Hochschild (1983) as “the management of feeling to create a publicly observable facial and bodily display” (p. 7, 1983). Many jobs contain an emotional component that goes beyond the normal burden on feelings caused by work and thus require “emotional labor”. Hochschild (1983) distinguished between two approaches available to the emotional laborer - surface acting and deep acting. This thesis examines the relationships between employee emotional labour (Hochschild, 1983), customer perceived interaction quality and customer intention to continue the private banking service relationships. It also tests the mediating effects of customer expectations of emotional labour on the relationship between employee emotional labour and customer perceived interaction quality. Dyadic data was generated from customer-relationship manager pairs involved in private banking service relationships. Key findings demonstrate that employee deep acting relates positively with customer perceived interaction quality; however, employee surface acting does not relate negatively. At a more specific level, the greater the customer expectations of deep acting - the more positive the relationship between employee deep acting and customer perceived interaction quality and the more negative the relationship between employee surface acting and customer perceived interaction quality. The lower the customer expectations of surface acting, the more positive the relationship between employee deep acting and customer perceived interaction quality. Higher levels of customer perceived interaction quality then relate positively to the customer intention to continue the service relationship. This work helps simultaneously explore the flow of emotional labour from employees to customers and helps understand the service relationship holistically. Findings establish the importance of emotional labour and how it influences customers’ perception of their interactions. This knowledge is useful in building sustainable and fruitful service relationships for the benefit of the customers, employees and organizations.
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Read-Hunter, Patricia. "The emotional labour of academics : the rational and the relational." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 1997. http://www.collectionscanada.ca/obj/s4/f2/dsk1/tape11/PQDD_0017/NQ44870.pdf.
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Smith, Lakin. "Emotional labour and employee well-being in the hospitality industry." Master's thesis, University of Cape Town, 2014. http://hdl.handle.net/11427/13012.
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Includes bibliographical references.This study examines the nature of emotional labour and its relationship with employee well-being using a sample of South African hospitality employees (N =136). Exploratory factor analysis differentiated between three distinct emotional labour dimensions: surface acting, deep acting, and naturally felt expression. Controlling for the influence of positive affectivity and general self-efficacy, hierarchical multiple regression analysis showed that surface acting predicted emotional exhaustion, and deep acting predicted job satisfaction. Work-to-life conflict partially mediated the relationship between surface acting and emotional exhaustion, and fully mediated the relationship between surface acting and job satisfaction. Managerial implications and suggestions for research are discussed
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Spies, Marelise. "Emotional labour and the experience of emotional exhaustion amongst customer service representatives in a call centre." Thesis, Link to the online version, 2006. http://hdl.handle.net/10019/1221.
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Furnell, Bernadette Anne. "Exploring the relationship between burnout, emotional labour and emotional intelligence : a study on call centre representatives." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/21624.
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Thesis (MComm)--Stellenbosch University, 2008.ENGLISH ABSTRACT: The aim of this study was to explore the relationships between burnout, emotional labour (EL) and emotional intelligence (EI) in the call centre industry and to determine whether EI played a moderating role in the relationship between EL and burnout. A nonexperimental research design (i.e. exploratory survey study) was used to explore the relationships between the three constructs. The constructs were defined as follows: burnout, as a syndrome consisting of three negative response patterns which include: emotional exhaustion, depersonalisation and diminished personal accomplishment (Maslach, Jackson & Leiter, 1996); EI, as the capacity to effectively perceive, express, understand and manage emotions in a professional and effective manner at work (Palmer & Stough, 2001); and EL, as the process where employees regulate their emotional display in an attempt to meet organisationally-based expectations specific to their roles (Brotheridge & Lee, 2003). A convenience sample of 250 employees was drawn from two inbound customer care call centres of a leading South African telecommunications company that was approached to participate in the research. The Maslach Burnout Inventory – General Survey (Maslach et al., 1996), the Emotional Labour Scale (Brotheridge & Lee, 2003) and the Swinburne University Emotional Intelligence Test (Palmer & Stough, 2001) were administered. Two hundred and ten (210) respondents completed and returned the questionnaires. The results showed that surface acting (a dimension of EL) was positively related to and predicted emotional exhaustion (i.e. increased burnout). Conversely, deep acting (a dimension of EL) was related to an increase in personal accomplishment scores (i.e. decreased burnout). As hypothesised, EI was found to relate negatively to surface acting and positively to deep acting and emerged as a strong predictor of deep acting, explaining 20% of the variance in deep acing scores. These results revealed that those individuals higher in EI were more likely to engage more often in deep acting techniques, which could likely influence their levels of burnout. Furthermore, EI was related to an increase in personal accomplishment (i.e. decreased burnout) and emotional management (a dimension of EI) emerged as the strongest predictor of increased personal accomplishment. Whilst EI did not emerge as a moderator in the relationship between EL and burnout, support was found for the value of developing EI interventions that foster deep acting techniques in the call centre environment. Tenure (length of service) was found to be positively related to emotional exhaustion and negatively related to deep acting, indicating that the implementation of EI interventions in call centres should not be restricted to the induction phase of an employee’s career but continue throughout their working lives. The limitations of the study and recommendations for future research were discussed.
AFRIKAANSE OPSOMMING: Die doel van hierdie studie was om die verwantskap tussen uitbranding, emosionele arbeid (EA) en emosionele intelligensie (EI) in die inbelsentrum bedryf te ondersoek en om te bepaal of EI ‘n modererende effek op die EA en uitbranding verwantskap het. Daar is gebruik gemaak van ‘n nie-eksperimentele navorsingsontwerp (nl. ‘n verkennende opnamestudie) ten einde die verband tussen die drie konstrukte en hul sub-dimensies te ondersoek. Die konstrukte is soos volg gedefinieer: uitbranding, as ‘n sindroom bestaande uit drie negatiewe respons komponente: emosionele uitputting, depersonalisasie en verminderde gevoel van persoonlike bekwaamheid (Maslach, Jackson & Leiter, 1996); EI, as die individu se kapasiteit om emosies binne die werksomgewing effektief waar te neem, uit te druk, te verstaan en op ‘n professionele en effektiewe wyse te bestuur (Palmer & Stough, 2001); en EA, as die proses waardeur werknemers hulle eksterne, sigbare emosies reguleer in ‘n poging om aan die verwagte vertoon reëls van hul organisasie (spesifiek tot hulle werksrol) te voldoen (Brotheridge & Lee, 2003). ‘n Gerieflikheidsteekproef van 250 werknemers verbonde aan twee inbelkliëntedienssentrums van ‘n toonaangewende Suid Afrikaanse telekommunikasie maatskappy was genader om aan die navorsing deel te neem. Die respondente het drie vraelyste voltooi: die Maslach Uitbrandingsvraelys – Algemene Opname (Maslach Burnout Inventory – General Survey) (Maslach et al., 1996); die Emosionele Arbeid Skaal (Emotional Labour Scale) (Brotheridge & Lee, 2003); en die Swinburne Universiteit Emosionele Intelligensie Toets (Swinburne University Emotional Intelligence Test) (Palmer & Stough, 2001). Twee honderd en tien (210) respondente het die vraelyste voltooi en terugbesorg aan die navorser. Die bevindinge toon dat oppervlakkige toneelspel (“surface acting”) (‘n dimensie van EA) ‘n positiewe verwantskap het met emosionele uitputting, asook om dit te voorspel (nl. vermeerderde uitbranding). Omgekeerd, was diep toneelspel (“deep acting”) (‘n dimensie van EA) verwant aan ‘n vermeerdering in persoonlike bekwaamheid (nl. verminderde uitbranding). EI het ‘n negatiewe verwantskap met oppervlakkige toneelspel maar ‘n positiewe verwantskap met diep toneelspel getoon, en het 20% van die variansie in diep toneelspel voorspel. Die resultate wys daarop dat mense met hoër EI meer waarskynlik diep toneelspel tegnieke sal gebruik, wat uitbranding vlakke sal beinvloed. Verder was EI verwant aan ‘n vermeerdering in persoonlike bekwaamheid (nl. verminderde uitbranding). Emosionele bestuur (‘n dimensie van EI) het die grootste variansie in persoonlike bekwaamheid voorspel. Die resultate toon dat EI nie ‘n moderator in die verwantskap tusseen EA en uitbranding is nie. Ondanks hierdie bevinding, was daar genoeg bewyse gevind vir die waarde van die ontwikkeling van EI intervensies (wat diep toneelspel tegnieke bevorder) in die inbelsentrum bedryf. Dienstyd was positief verwant aan emosionele uitputting en negatief verwant aan diep toneelspel. Die resultate bewys dat EI intervensies in inbelsentrums nie net in die begin van ‘n werknemer se loopbaan geïmplementeer moet word nie, maar deur die hele loopbaan moet voortduur. Die beperkinge van die studie en voorstelle vir toekomstige navorsing is bespreek.
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Mann, Sandi. "All the world's a stage : the emotional labour of workplace communications." Thesis, University of Salford, 1997. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.341313.
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Sharpe, Carlin R. "Top hat and cane show : gendered emotional labour in kayak guiding." Thesis, Lethbridge, Alta. : University of Lethbridge, Dept. of Sociology, c2012, 2012. http://hdl.handle.net/10133/3237.
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This thesis interrogates the intersections of gender and emotional labour in an exploratory study of guided kayak tours. The kayak tour is a socially produced location where guides hold the double role of entertainer and protector of their clients. The social space of the tour not only constructs and markets to particular clients (which impact guide-clients interactions), but also constructs particular gender locations for guides. Semi-structured, open-ended interviews were conducted to produce rich qualitative data, and were supplemented by fieldwork and examination of promotional materials. Guides’ stories offer detailed accounts of the emotional labour in which they engage as they produce a tour experience for clients. They also reveal the ways in which this labour is intertwined with their gender projects. As kayaking is unexamined within sociological literature, this thesis contributes to an understanding of the social world and furthers knowledge on the complexities of gender and emotional labour.viii, 112 leaves ; 29 cm
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Walsh, Elizabeth Clare Louise. "An examination of the emotional labour of nurses working in prison." Thesis, Bournemouth University, 2007. http://eprints.bournemouth.ac.uk/10525/.
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An Examination of the Emotional Labour of Nurses Working in Prison Mann (2004: 208) identifies three components of emotional labour: 'The faking of emotion that is not felt and/or the hiding of emotion that is felt, and the performance of emotion management in order to meet expectations within a work environment.'Nurses working in prison in England and Wales have a dual role; that of both carer and custodian. This thesis examines the emotional labour of nurses working in adult prisons who undertake a dual role in both caring and custody. A qualitative, reflexive methodology was adopted with a postmodern philosophical foundation. Phase one of the study involved semi-structured interviews with nine qualified nurses from three adult prisons: two male establishments and one female. In phase two of the study, two of these nine nurses entered into a supervisory relationship with the researcher. Monthly clinical supervision sessions were held with both nurses over six months. Findings from this study suggest that the nurse working in prison experiences emotional labour as a consequence of four key relationships: the relationship with the prisoner patient, the relationship with officer colleagues, and the relationship with the Institution; the fourth relationship centres on the contradictory discourses the nurse engages with internally, and is referred to as the 'intra-nurse' relationship. This relationship involves on-going internal dialogue between the two selves of the nurse: the professional self and the emotional 'feeling' self. In order to manage the emotion work inherent in prison work, it is suggested that the development of emotional intelligence through clinical supervision and reflective practice is of significant benefit to both health care and discipline staff. This is the background image for an unknown creator of an OCR page with image plus hidden text.
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Busoi, Georgiana. "An investigation into the influences of emotional labour of holiday representatives." Thesis, Sheffield Hallam University, 2017. http://shura.shu.ac.uk/22421/.
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Emotional labour occurs when employees manage their emotions during service interactions in line with particular organisational display rules. ‘Service with a smile’ is an example of such a role requirement which can lead to the overall organisational success as showing positive emotions influence customers’ intention to return and positive reviews. This makes emotional labour a crucial element in the service sector including in the context of tour operators. The focus of this thesis is the UK tour operating industry and specifically, the package holiday market where research and the understanding of emotional labour is still limited. This study thus addresses this gap by researching the holiday representatives. At the same time, the way in which employees engage in emotional labour is influenced by various factors, which however, are still poorly understood. Therefore, this gap is also addressed through the aim of this study by expanding the knowledge on how various workplace factors influence holiday representatives’ emotional labour. The empirical data was collected using semi-structured interviews with participants working as overseas holiday representatives for British tour operators. Rich data was obtained regarding their emotional labour experiences and their opinions on how various influences had a role in shaping these. Snowball sampling, snowball sampling using social networking sites such as LinkedIn, and self-selection sampling were used to recruit the participants. Data was further analysed by adopting a thematic analysis using MAXQDA. The findings revealed that emotional labour in this role is multi-faceted which occurs not only with customers, but also with other parties in the workplace such as colleagues, managers and suppliers. Also, the workplace and its various components are the most influential factors for the holiday representatives’ emotional labour. These influences are often overlooked by organisations, but are crucially important for holiday representatives and their behaviour. A new framework for the influences in this context has been developed which divided these in work-environment influences with context-specific factors, customer related influences, and individual influences. This research contributes towards a more holistic view of emotional labour by providing a stakeholder approach towards its understanding, by considering all emotion regulation strategies such as surface acting, deep acting, natural felt emotions and emotional deviance and by considering both positive and negative workplace events as influences. It also introduces the concepts of ‘concomitant emotional labour’ and ‘variable emotional labour’ in the context of holiday representatives. This study also has implications to methodology by adopting a qualitative approach. Future research should focus on a more holistic approach in understanding emotional labour and build on the framework of influences developed in this thesis.
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Bryan-Zaykov, Christian. "An analysis of schools from the perspective of teachers' affective-emotional zones." Thesis, University of Bath, 2012. https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.557808.
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An ecological approach to space allows human constructs to become the primary prism through which to view workplaces (Nespor, 2000; Urry, 2005; Murdoch 2006). Human beings create meaning in their environments via the unity of symbolic actions and generalized meaning fields that gain their social usefulness via their affective tone. The resulting personal system becomes projected onto the world via the personal arrangement of things that are important for each person (Valsiner, 2000; Valsiner, 2005). Consequently, individual human beings constantly order parts in their environments through an affective-emotional lens when they encounter ideas, objects and spaces (Hochschild, 2003; Thrift, 2008; Boys, 2011). I use the emotional labour (Hochschild, 1983) concepts of display rules (expectations for emotional display) and feeling rules (expectations for internal affect) together with an ecological approach to space to investigate the existence of affective-emotional zones in schools. My research questions were: How do participants in a school make sense of their work environment through the lens of affective-emotional zones? How are affective-emotional zones characterized in terms of display rules and feeling rules? What challenges do teachers face when they are in particular affective-emotional zones and why? I broadly utilized a case study approach with a European international school to interview six experienced teachers using an active interview technique with open coding (Strauss and Corbin, 1998) and critical event coding (Webster and Mertova, 2007) as the principle methods of analysis. I was able to label and describe four zones that I argued are products of teacher rituals, habits, feelings (feeling rules) and emotions (display rules); the communal zone, the school zone, the student zone and the teacher zone. I further the notion of heretical feelings and emotions and describe how they constitute elements of the teacher condition. I found school affective-emotional zones are temporal as school spaces have the potential to shift from one affective-emotional zone to another as a consequence of time changes in the school day. I outline questions for future research based on my findings.
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Vorster, Stefanus Christian. "Towards the conceptualisation of emotional labour in the postgraduate research supervision process." Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/30692.
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This study commences with a preliminary literature review of the existing academic knowledge based on research done on the presence of emotional labour in various occupations.
The purpose of this study is to conceptualise and explore the postgraduate research supervision process and to establish whether emotional labour is present in this context. Recent literature on postgraduate supervision led the researcher to believe that there was evidence that the workload of and work pressure on postgraduate research supervisors have increased in more ways than one. To further investigate this notion, the researcher followed a qualitative approach and applied a social constructivist research paradigm firstly to construct a theoretical framework based on current literature on emotional labour and postgraduate supervision, and secondly to explore the experiences and perceptions of postgraduate supervisors, and to relate the findings to the emotional labour literature on the entire postgraduate supervision process. Purposive and convenient sampling methods were followed in order to get access to a representative sample of research supervisors who complied with the criteria of being experienced in the postgraduate supervision process. Furthermore, in-depth, face-to-face interviews were conducted with eight postgraduate research supervisors. These interviews produced rich data that was obtained by asking open questions in a semi-structured manner. Themes were developed from the data via thematic data analysis, and member checking was initialised to measure the trustworthiness of the data collected. The findings of this study present sufficient evidence that emotional labour, as experienced by postgraduate supervisors, is present. It also provides an understanding of how postgraduate research supervisors experience their roles as supervisors and what emotional aspects are involved when interacting with students during the postgraduate research process, especially in the South African higher education context.
The practical contribution of this study applies to the relationship between supervisor and student and the postgraduate research supervision process and the finding that the presence of emotional labour can have an effect on this supervisory relationship and the throughput process. In addition, the study contributes methodologically to the investigation of the process of emotional labour and the application of the findings to explore occupations for the presence of emotional labour.Dissertation (MCom)--University of Pretoria, 2012.
Human Resource Management
MCom
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McGirl, John. "Emotional labour and valued social identity in hospitality workers : an hermeneutic exploration." Thesis, Sheffield Hallam University, 2014. http://shura.shu.ac.uk/20041/.
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This research will explore the experience of emotional labour through the eyes of hospitality worker's (the participants) and the eyes of the researcher in order to develop an understanding of how these lived experiences influence the development of a valued social identity. This is important because customer service industries and the hospitality industry in particular, struggle to attract and retain career professionals who value the act of providing service to others. The customer service industry invests heavily in securing and building the right talent to deliver customer service yet hospitality jobs remain among those with the highest turnover and lowest job satisfaction. Recent U.S. Bureau of Labour Statistics data show that the voluntary turnover rate in the lodging and food- service industry is 58.8 percent, which is 24 percent higher than retail trade and 54 percent higher than health-care services, which also employs a large number of low paid hourly workers in service roles (US Bureau of Labour Statistics, "Job Openings and Labour Turnover Report," January 2012). According to a UK labour report (People 1st, 2013, State of the Nation: Executive Summary; Hospitality & Tourism), 50% of people employed in the hospitality sector are part-time, transient workers, compared to an average 28% in the rest of the economy. The UK industry experiences higher turnover than other sectors and reports indicate that skills shortages are most chronic in areas of interpersonal skills, particularly communication with customers. As a result employers make substantial investments in customer service training. An extract from the same report states; "Overall, sector employers reported that customer handling skills (61 percent) most commonly needed Improvement, which was also the number one skills concern for the future." (People 1st, 2013. P2.) These reports both indicate that new entrants into the industry make largely transitional career choices and do not appear to identify positively with the emotional labour work they produce. This research will explore a key question regarding drivers of these issues: What antecedents may influence the phenomenon of hospitality workers finding valued social identity in the work of emotional labour? By exploring the life and work histories of the participants, this research aims to uncover the nature of those influences that have built positive connections for those who, like me, identify so strongly with this type of work. In pursuing this research question it is important to understand what the intended contribution to knowledge will be. In developing further understanding of how individuals find valued social identity in the work of serving others we can potentially make a contribution to the growing desire for human interaction in our consumer driven society. A contradiction of the increasingly automated world of customer service where is that no matter how good the system, people still want a friendly human voice and a personalised service experience (Albrecht, 2002). The work of providing customer service and engineering one's emotions to satisfy the emotional needs of a customer (emotional labour) is difficult and often stressful work. It is traditionally associated with low rewards structures and minimal recognition in terms of professional acknowledgement. Still, society's need for the consumer experience is ever-growing with increasing expectations for high customer service levels in the globally competitive marketplace. In the US alone for 2009 services accounted for 79.6 percent of U.S. private-sector gross domestic product (GDP), or $9.81 trillion. Services jobs accounted for more than 80 percent of U.S. private-sector employment, or 89.7 million jobs.
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Davel, Nadia Jannet. "Emotional labour in the South African postgraduate supervisory process : a student perspective." Diss., University of Pretoria, 2012. http://hdl.handle.net/2263/24026.
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To a student, postgraduate research is often characterised as a very emotional process, more often associated with negative emotion that may hinder successful and speedy completion of the postgraduate degree. The supervisory relationship may impact greatly on the emotion the student experiences. Emotional labour is the induction or suppression of emotion in order to sustain an outward appearance. Being bound in a professional and often subordinate relationship, the student may not be willing, or able to, outwardly display their emotions. Yet, the existence of, and experience of emotional labour on students in a postgraduate supervisory relationship have not been studied to date. The purpose of the study is to explore the meaning and existence of emotional labour within the postgraduate supervisory relationship from a student’s perspective. By using a qualitative, descriptive approach, in-depth information has been gathered by means of three focus groups. The focus groups consisted of students at different stages of the postgraduate supervisory process. The study resulted in the linking of a student’s perspective of the supervisory process to the emotional labour process. It was found that emotional labour is indeed present in the postgraduate supervisory process, but is dependent on the relationship between the supervisor and the student. Since emotional labour has limitedly been explored in the academic environment, it is believed that supervisors as well as students can benefit from this exploration in this fresh context. This linking of emotional labour to the supervisory process is only the first stage in this research and seeks only to describe the process.Dissertation (MCom)--University of Pretoria, 2012.
Human Resource Management
unrestricted
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Brown, Stephen. "The effects of emotional labour on wellbeing: Contrasts between health care settings." Thesis, Brown, Stephen (2010) The effects of emotional labour on wellbeing: Contrasts between health care settings. PhD thesis, Murdoch University, 2010. https://researchrepository.murdoch.edu.au/id/eprint/4678/.
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The purpose of this research is to examine the emotional labour requirements of nurses and clerks with different interaction requirements to assess whether the context or the perceived role identity affects the conduct, and/or outcomes of, emotional labour.
Emotional labour has become an important focus for researchers since Hochschild‟s (1983) ground breaking research. Emotional labour has been associated with mainly poor outcomes for employees; however, there is still uncertainty as to the components and consequences of emotional labour. The health industry is one field where emotional interactions between employees and clients are often typified as an important part of the various roles.
Study 1 involved interviews with 21 nurses from three distinct nursing groups (emergency, renal dialysis, and palliative care) as well as emergency clerical workers to explore the dimensions and associations of emotional labour. Study 2 sought to generalise findings from Study 1. Three hundred and twenty five employees from the same groups were surveyed.
The main findings were as follows;
Emotional Labour: The management of natural emotion is a distinct and prominent emotional labour strategy.
Outcomes of Emotional Labour: The management of natural emotion and deep acting are preferable to surface acting due to more favourable well-being associations.
Social Support: Organisational sources of support are crucial for the well-being of employees engaged in emotional labour.
Emotional Engagement: Employees who perceive the emotional engagement in their role as high, may be better prepared for emotional interactions and have better well-being outcomes.
Emotional Intelligence and Display Rules: Employees from all groups used emotional intelligence to guide their emotional interactions with clients.
Non-expressive Emotional Management: In addition to emotional labour, employees from all groups used non-expressive means of emotional management such as the use of information, and space and proximity to control the emotion of themselves and clients.
Emotionally Relevant Interactions: Employees found clients that held some emotional relevance as the most emotionally difficult to deal with.
Together the results show that the management of natural emotion should be included as an emotional labour strategy and, along with deep acting, should be considered preferable to surface acting for the well-being of employees and for organisational outcomes such as turnover intention. Employers can assist employees by preparing employees for interactions and by ensuring adequate support.
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Davies, Keith. "Emotional dissonance among UK animal technologists : evidence, impact and management implications." Thesis, University of Plymouth, 2014. http://hdl.handle.net/10026.1/3086.
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The care and welfare of laboratory animals born, nurtured and experimented upon within a research facility is the primary function for animal technologists. While discharging these responsibilities the emotional needs of the carers require consideration, balancing their perceptions of animal care against the purpose for which the animals exist. As little published information is available on the emotional challenges faced by UK animal technologists, this thesis redresses the balance, exploring the subject in detail through qualitative and quantitative methods. Emotional dissonance, often expressed as felt emotion versus enacted emotion, is a negative output from Emotional Labour. Animal technologists operate in a service environment and the results demonstrate that they ‘act’ under duress and self-regulate which emotions to display. Using exploratory factor analysis the results illustrate two key drivers on felt and enacted emotions. These include internal elements associated with daily tasks elements such as euthanasia and external factors such as budgets over which they have little or no control. Emotional dissonance is shown to occur within various employment grades. Resultant emotions include, guilt, shame and sadness. These can lead to affects upon job satisfaction propagating feelings of workplace alienation, isolation and fear, particularly from antivivisectionist organisations. When organisational support was not forthcoming or lacked empathy, individuals deployed various coping methods. This demonstrates both management and organisational implications including gender, educational attainment and whether a person has staff supervision responsibilities. Observations drawn through both qualitative and quantitative research clearly signpost a spectrum of indicators of emotional dissonance leading to individual, managerial and organisational theoretical implications. In doing so, emotion knowledge has been increased on a previously under researched occupational sector existing within a largely secretive environment. The research on a hitherto largely unknown employment grouping provides insights that had previously existed only mainly in anecdotal ways. The results provide strong evidence to further support existing research demonstrating how roles with significant emotional components directly impact upon individuals and the organisations that employ them.
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Benmore, Anne V. "The host-guest relationship and 'emotion management' : perspectives and experiences of owners of small hotels in a major UK resort." Thesis, University of Bath, 2010. https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.539432.
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This thesis explores how the owners of 21 small hotels in a major UK resort perceived and experienced emotionalities surrounding the host-guest relationship, with a particular focus on employment of emotion management. The experiences of the owners of 5 large family hotels and the manager of a large corporate hotel were also captured in this study to provide an additional complementary ‘layer’ of data. I employed narrative inquiry using semi-structured interviews to gain insights into how participants constructed and negotiated the host-guest relationship through emotion management. I was also interested in uncovering the wider emotionalities of contextual influences that might impact on that relationship, such as hoteliers’ motivations and values. Adopting an inductive approach, my research was primarily informed by my interpretation of the concepts of ‘emotion management’ and the ‘host-guest relationship’. Further, and consistent with this cross-disciplinary approach, the lenses of ‘power’ and ‘identity’ enhanced my understanding of research participants’ experiences, particularly since these phenomena themselves play a role in the manifestation of both ‘emotion’ and ‘hospitality’. Whilst emotion management in its pecuniary form, as emotional labour, has been well documented in the corporate hotel sector, its manifestation in the smaller setting has been less clear. What I discovered in this study was that owners of small hotels employ an intriguing mix of emotion management strategies within a range of host roles adopted to establish and manage the boundaries of the host-guest relationship. An over-arching theme that emerged from the study was owners’ concerns about guest suitability, particularly with regard to the ‘dirty work’ and/or ‘risky work’ they could present. A key influencing factor here was that the hotel also constituted the owner’s ‘home.’ For the ‘suitable ‘guest, hoteliers could demonstrate considerable scope for hospitableness through philanthropic and personalized emotion management. Hence what seemed to emerge was an image of the small hotel owner as an autonomous flexible emotion manager, relatively free to engage in human connectedness with the guest and capable of eschewing the strictures of customer sovereignty that can envelop corporate counterparts. Host-guest relationships that emerged generally appeared to satisfy both parties and were often long lasting, even taking on the status of ‘friendships,’ where host and guest engaged in reciprocal appreciation that seemed ‘natural’ and spontaneous.
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McPartland, David. "An exploration of the emotion management of faculty staff at a Swiss private Higher Education Institute." Thesis, University of Derby, 2017. http://hdl.handle.net/10545/621553.
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The principal aim of this study was to obtain an understanding of the relative importance of emotion management for the Swiss private higher education sector, and for the lecturing profession in general. Extant literature has focused on the emotion management of teachers and lecturers working in the public sector but has somewhat overlooked the private higher education sector. A single case study design was selected for this research, which consisted of a well-established and highly regarded Swiss private higher education institute. Focus groups were conducted with three groups of faculty staff at the case institute. This was followed up by eleven individual interviews. Thematic analysis was then used to analyse the data, resulting in the identification of several core themes. The findings show that emotion management is an essential element of the lecturing profession within the Swiss private higher education sector. There was evidence of emotional labour in action, with participants enacting the various emotion regulation strategies as espoused throughout the literature. This study identified that ‘naturally felt emotions’ and ‘deep acting’ were the preferred emotion regulation strategies. The prescriptive and philanthropic categories of the typology of workplace emotion were found to be the primary motivators behind the faculty performance. This thesis has made strides in expanding the field by providing new insights into the relevance of emotion management for professional occupations, specifically those of faculty staff. Overall, participants reported more positive than negative outcomes associated with emotion management, suggesting less of a dichotomy of outcomes in comparison to previous studies. The findings show that a number of contextual factors also have an influence on the emotion management of individual lecturers. Backstage areas and humour were found to be the most common coping strategies which participants used to detach from the job. Unexpectedly, cultural diversity was considered as having implications for the emotion management of lecturers. The research findings represent a further step towards developing an understanding of emotions and their management in a private higher education setting.
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McDonald, Jill Pauline. "Beyond professional boundaries : the reflective practitioner, identity and emotional labour in social work." Thesis, University of Leicester, 2009. http://hdl.handle.net/2381/7425.
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Reflective practice is advocated within social work academic literature as a means of improving practice. It is enshrined in requirements for practitioners to achieve qualifying and post qualifying awards. This research explores reflective practice with individuals who contribute to social work education as students, academics, practice teachers and practitioners. The study considers factors which have influenced the adoption of Schön’s theories and analyses respondents’ perceptions of relationships between reflective practice, development and social work practice. Through reflexive research methodology it emerges that reflective practice has a more fundamental link with people who are engaged with social work than previously considered. However, rather than being primarily utilised as a process for written assessment and addressed through social work theory, it is regarded by respondents as a useful and honest method of problem-solving and sharing concerns with others. The research demonstrates respondents’ deep commitment to self-development and improvement to enhance the lives of users of social work services, which motivated their entry into the profession. Reflective practice offers emotional support and a safeguard for social workers. The research leads on to explore how it is used as a personal process, as well as how it connects with feelings and emotions generated by the role. Reflective practice is used not just to present written work for assessment; it is a phenomenon which primarily takes place informally and spontaneously and in formal supervision. It is used as professional socialisation, to develop and maintain good and safe practice, emotional self-protection and to reinforce professional values. This research explores how the concept is linked to emotional labour and personal identity for social workers. The overall perception is that social work is not just a job; being a social worker permeates all aspects of respondents’ lives.
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Taylor, Madeline. "Technical skill, emotional intelligence, and creative labour: The collaborative work of costume realisation." Thesis, University of Melbourne, 2021. https://minerva-access.unimelb.edu.au/handle/11343/295015.
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Over the last few decades, the creative practice of costume designers, primarily responsible for conceptualising the costume design, has increasingly received welcome and deserved recognition. However, the creative practice of costume technicians responsible for planning, sourcing, and constructing the costumes are less recognised and valued. This position is predominantly due to historically determined prejudices around creativity and craft work, and the hierarchical structures of theatre-making. In response to this longstanding devaluing, this thesis asks, what does a close study of costume technicians’ work reveal about the costume workshop's creative practices and social dynamics?The thesis hypothesises that costume technicians’ work in design realisation has three main domains: technical, emotional, and creative. In this thesis, I argue the importance and contribution of technicians’ emotional intelligence and creative labour, alongside their technical skills, in their collaboration with designers. I evidence this through exploring these two domains’ deployment in the collaborative mechanisms of costume design development.
Linguistic ethnography is used to investigate this topic. As a methodology, linguistic ethnography marries ethnographic fieldwork with linguistic analysis, which I supplement with interviews with industry practitioners and extensive design theory. Comprehensive ethnographic studies of three sizeable Australian theatre costume workshops enable a detailed examination of costume design realisation and the collaborative partnership of costume technicians and designers. This generative methodology is novel to the costume field and establishing its value for costume research is one of the new knowledge contributions this thesis makes.
This thesis contributes to costume practice and research through its explication of costume realisation’s collaborative processes. Three key findings emerged from the study. Firstly, the importance of the costume community of practice in learning the values, behaviours and boundaries of creative decision making, secondly the creative contributions costume technicians make to the design development during the costume realisation process due to their interpretive role, and thirdly how the strict hierarchies of costume labour are negotiated by the people working within them. It further identifies several collaborative mechanisms consistently used in costume realisation to simultaneously align collaborator’s various interpretations of the intended design and the trust between them. Overall, this thesis enables an expanded understanding of the design realisation process, and the emotional intelligence and creative judgement required by costume work.
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Morris, Lynette. ""We don't leave our emotions at the nursery door" : lived experiences of emotional labour in early years professional practice." Thesis, University of Reading, 2018. http://centaur.reading.ac.uk/77111/.
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Highly romanticised images of childhood produce notions of ideal children serenely cared for as they laugh and play all day. However, these conceptualisations do not accurately reflect the multiple realities of Early Childhood Education and Care (ECEC), and the complexity and demands of working with young children and their families. This research focuses on the Key Person Approach, which is a statutory requirement for ECEC practice in the United Kingdom (UK) characterised by close practitioner-child attachment relationships and parent partnerships. This thesis is concerned with gaining deeper understanding of emotional labour in ECEC, and explores the implementation of the related UK statutory duty for all early years practitioners to have regular supervision time for supported professional reflection. An empirical study with a cohort of graduate practitioners presents previously unpublished insights into experiences of emotional labour and supervision within a wide range of early years settings in South East England; thematic analytical processes within a phenomenological approach facilitate the emergence of six analytical themes from focus group and individual interview data. The rationale for the research is such that by exploring this previously under-examined area, a deeper understanding is provided, thus adding to both the literature in this area, while simultaneously contributing to discussion around workforce support and professional education and development needs. The study findings are of direct practical relevance as they inform the authoring of The Emotion Curriculum for The Early Years Workforce; this research output is a briefing document for workforce educators and trainers to support in the design of curricula to foster professional caring dispositions and emotional resilience in preparation to work in the emotionally demanding ECEC sector, and to encourage more consistency in professional supervision practices across the sector.
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Simillidou, Aspasia. "Managing emotional labour consequences during aggressive customers' interactions : a study of the Cyprus hospitality industry." Thesis, University of Gloucestershire, 2016. http://eprints.glos.ac.uk/4677/.
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This doctoral investigation explores the area of emotional labour in relation to aggressive customers’ behaviours. In more detail, it is focussing on the way employees engage in emotional labour, which can be done either by surface acting or deep acting, when they are interacting with aggressive customers and the consequences that may arise due to this method. The thematic and narrative literature review conducted by the researcher on the initial stages of this thesis provided the basis and foundations of the creation of the initial conceptual framework on managing the negative consequences of surface acting when interacting with aggressive customers and achieving the desired deep acting during those interactions. The researcher follows the constructivist / interpretivist philosophical approach in her study, and adopts the methodological triangulation for conducting her primary research by using a combination of two qualitative methods, semi-structured interviews and focus groups. The semi-structured interviews were contacted first, and the focus groups, as an additional method, had the purpose of either validating the results or adding to them accordingly. This study revealed that employees are only engaging in surface acting when they are interacting with aggressive customers. This results in a number of negative consequences. The current research has focussed on how to overcome those negative consequences. It further explored the ways that would engage employees in deep acting during those challenging interactions with aggressive customers and the positive effects. The results were presented in the empirically validated conceptual framework that has been created. The findings of this doctoral investigation have contributed both in theory as well as practice. The theoretical contributions include innovative additions to the existing theoretical gaps in the area of emotional labour in terms of how to overcome the negative consequences of surface acting and enhance the use of deep acting during interactions with aggressive customers. Further on, there are also contributions in the literature of the hospitality industry that has been under-researched in regards to this area. In addition, this research is adding to the existing knowledge of how to handle aggressive customers since it is including important findings on how to handle employees’ emotions so that aggressive customers are being treated more effectively. This also benefits the theory of marketing by offering the opportunity for further researchers to use the current empirically tested theoretical framework in order to test the relationship between engaging in deep acting and eliminating customer dissatisfaction. In terms of practical contributions, this research is adding knowledge to the hospitality industry employees, the management and the industry as a whole. While utilising this framework, both management and employees will be able to offer more genuine emotions to their aggressive customers and therefore be able to achieve the best possible results for the organisations they are working for.
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Sadien, Aaishah. "The effect of stress, burnout and emotional labour on intention to leave amongst call centre employees." Thesis, University of the Western Cape, 2010. http://etd.uwc.ac.za/index.php?module=etd&action=viewtitle&id=gen8Srv25Nme4_2428_1305262126.
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Further findings of the current study are: there are significant differences in stress based on employees&rsquo
gender and tenure, a significant difference in burnout with regards to gender and employment type, and significant differences between emotional labour based on gender and tenure. However, no significant difference was found between burnout and tenure, nor was there a significant difference between emotional labour and employment type. Recommendations are made to alleviate the effects of stress on call centre employees which in turn, will minimise the effects of burnout and emotional labour. Recommendations included the development of wellness programmes, stress management programmes, coping programmes and effective communications as a mean to shape employee perceptions regarding their interpretation of organisational demands, threats or opportunities and to enhance call centre employees&rsquo
performance within their work.
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Nilsson, Anna, and Tobias Olsson. "Byråkratins balanskonstnärer : En studie av emotionellt lönearbete hos tjänstemän." Thesis, Linköpings universitet, Institutionen för beteendevetenskap och lärande, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-134347.
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Denna studie har haft som mål att undersöka hur tjänstemän inom myndigheterarbetar med sina känslor, inom deras arbete med enskilda individer, som ofta är iutsatta situationer. Vi vill med detta kunna svara på frågeställningar kring hurdessa tjänstemän arbetar med sina emotioner, men även om det kan uppståmotstridiga krav i arbetet och hur eventuella konsekvenser av dessa hanteras.Arbetet presenteras som kvalitativt, och har inslag av både deduktivt ochinduktivt tillvägagångssätt, med infallsvinklar av socialkonstruktivism ochhermeneutiska tankegångar. I utförandet av studien har vi använt oss av en semistrukturerad intervjuform med sammanlagt tio respondenter från tre olikamyndigheter, vilka är Arbetsförmedlingen, Socialförvaltningen ochSocialpsykiatrin. I arbetet har en bild av tjänstemannen växt fram, där det finnsbehov av att finna balans mellan empati och distansering gentemot enskildaindivider. Förutom detta framställs den administrativa delen som något somtynger ner motivationen och skapar stress, medan det kollegiala stödet ger enpositiv inverkan på arbetet.This study has had its goal to see how official workers within governmentexercise of public authority, work with their emotions, when meeting withpeople in difficult circumstances. The aim is then to be able to answer suchquestions as “how do official workers deal with their emotions?”, but also ifthere can be cases where conflicts might occur within the worker and how theyhandle such consequences. This study is of quality nature, with hints of bothdeduction and induction practice, with social constructivism as approach andhermeneutics perspective. In the empirical gathering of information we haveused semi-structured interviews with a total of ten informants from threedifferent government organizations, consisting of Employment service, Socialservice center and Social psychiatry. Through this work a clearer portrait of theofficial worker has appeared, as a human in great need to find a balance betweenempathy and distance towards individuals. Apart from this the administrativepart of the work is what’s experienced as the anchor that weighs downmotivation and creates stress, while the positive aspect against this is with thesupport that comes from co-workers.
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Church, John Anthony. "Prevalence of unsafe sexual behaviour, burnout and emotional distress in health care workers and volunteers working with individuals affected by HIV/AIDS." Thesis, University of Surrey, 1999. http://epubs.surrey.ac.uk/2254/.
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MacLaren, Jessica Margaret. "Making sense of supervision : a narrative study of the supervision experiences of mental health nurses and midwives." Thesis, University of Edinburgh, 2014. http://hdl.handle.net/1842/9826.
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This thesis explores mental health nurses’ and midwives’ experiences of supervision. The thesis aims to create a partial and situated understanding of the numerous factors which contribute to practitioners’ experiences of supervision. In particular the thesis investigates the disciplinary context within which supervision takes place, moving from the experiences of individual practitioners to compare and contrast supervision within two distinct professional disciplines which have common areas of interest. Existing research on the topic of supervision in mental health nursing and midwifery tends to reify the concept of supervision. Supervision is assumed to be beneficial, and there is a focus on investigating the effects of supervision without an accompanying understanding of why, how, where and by whom supervision is done. In this thesis, ‘supervision’ is critically conceptualised as indicating a cluster of context-specific practices, and the investigation of supervision is located with the practitioner’s understandings and experiences. The theoretical perspective of the thesis is informed by social constructionism, and ‘experience’ is conceptualised as communicated through meaning-making narratives. The experiences of the study participants were accessed through the collection of data in the form of narratives. Sixteen participants were recruited, comprising eight mental health nurses and eight midwives. Each participant was interviewed once, using a semi-structured interview format. The analysis was influenced by the theories of Gee (1991), Bruner (1986) and Ricoeur (1983/1984), and employed a narrative approach in which the unique meaning-making qualities of narrative were used to interpret the data. The analysis paid close attention to the process of fragmentation and configuration of the data, and produced four composite stories which presented the findings in a holistic and contextualised form. Two themes were identified from the findings: Supervision and Emotions, and Supervision and The Profession, and these were discussed in the light of the two professional contexts explored, and with reference to supervision as an exercise of power. The theme of Emotions recognises the integral role played by emotions in both clinical practice and supervision, and conceptualises supervision and the organisational context as emotional ecologies. Supervision can be constructed as a special emotional ecology with its own feeling rules, and this can both benefit and harm the practitioner. The theme of The Profession responds to the importance of the professional context of supervision practices, and the role of discourses about professional identity and status in determining how supervision is done and with what aim. Comparing supervision practices within two different disciplinary contexts enabled this thesis to challenge tropes about supervision. Supervision cannot be assumed to be either ‘good’ or ‘punitive’, and practices are constructed in the light of particular aims and expectations. This thesis also makes the methodological argument that research into supervision must be politicised and theorised and accommodate contextualised complexity. To simplify or decontextualise the exploration of supervision is to lose the details of practice which make supervision what it is. Supervision is a complex process, enmeshed in its context, and may be constructed to serve different purposes.
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Guentzel, Ralph P. "In quest of emotional gratification and cognitive consonance, organized labour and Québec separatist nationalism, 1960-1980." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 1997. http://www.collectionscanada.ca/obj/s4/f2/dsk2/ftp02/NQ29954.pdf.
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Visagie, Madelein. "Job characteristics, emotional labour and work-related flow in an insurance industry call centre / Madelein Visagie." Thesis, North-West University, 2007. http://hdl.handle.net/10394/2124.
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Güentzel, Ralph Peter. "In quest of emotional gratification and cognitive consonance : organized labour and Québec separatist nationalism, 1960-1980." Thesis, McGill University, 1997. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=42049.
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This thesis examines the reaction of organized labour to Quebec separatist nationalism for the period between 1960, the year of the creation of the Rassemblement pour l'independance nationale and the beginning of the Quiet Revolution in Quebec, and 1980, the year of the first referendum on Quebec's constitutional status. The thesis investigates four labour organizations: the Canadian Labour Congress (CLC), the Federation des travailleurs et travailleuses du Quebec (FTQ), the Confederation des syndicats nationaux (CSN), and the Centrale de l'enseignement du Quebec (CEQ). It shows in which ways the positions of the four centrals have been informed by their members' national identifications and the emotional and cognitive mechanisms that resulted from these identifications.
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Omo-Izobo, Freda, and Florence Nwoko. "A Qualitative Study of Emotional Labour among Domestic Violence Shelter Workers : Interviews with professional social workers." Thesis, Högskolan i Gävle, Avdelningen för socialt arbete och kriminologi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-30235.
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The aim of this study was to explore the emotional labour of domestic violence shelter workers. A qualitative approach was used and four professionals were interviewed. The interviewees described that they were expected to provide different types of services which include empowering their clients so that they can survive independently after leaving the shelter. The findings showed that the shelter workers hide or suppress different types of emotions, especially when they are frustrated or emotionally affected by the client's situation. According to the workers, they experienced stress as a consequence of the emotional labour, and they expressed that working in the field of domestic violence had made it difficult for them to trust men. Making a difference in the lives of the clients was described as a source of motivation and help them to cope with the negative aspects of the shelter work. Even though the findings cannot be generalised, the study provides comprehensive information about how emotional labour in this particular context can be perceived. The shelter workers described that the levels of satisfaction they get from helping clients resolve their problems were more significant than the negative consequences of emotional labour.
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Du, Preez Arenda. "Emotion work and well-being of human-resource employees within the chrome industry / A. du Preez." Thesis, North-West University, 2008. http://hdl.handle.net/10394/2637.
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Alam, Aqeeb Rafi. "Doing Everyday Justice: labour, resources, and emotions in the community legal sector." Thesis, The University of Sydney, 2019. http://hdl.handle.net/2123/21056.
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Community legal centres (CLCs) emerged from social movements organising for increased access to justice for disadvantaged Australians. Over the past decades, however, CLCs have become increasingly integrated into the mainstream legal system and derive the majority of their funding from state and federal governments. This has generated tensions between their frontline services in assisting clients with legal matters and their goals of systemic advocacy, law reform, and community education, particularly as conservative governments continue to limit the political activities of CLCs and threaten ever-impending funding cuts. This turbulent relationship between governments and CLCs has an impact on the everyday realities in these organisations, including the values, identities, activities, and actions of the people who work, manage, and volunteer in CLCs. This thesis will argue that everyday realities of work in the New South Wales CLC sector have a structural impact on the provision of services for clients and the community. By employing critical sociological perspectives on everyday life, organisations, social movements, and law and justice, this thesis will consider how CLC work practices aim to navigate tensions between resource scarcity, the chaos this produces in the sector, and organisational goals of expanding access to justice. This thesis will ultimately argue that to understand CLCs, we must examine how labour is recognised and alienated in the sector, how CLCs become fragmented as a result of government policy, and how CLCs mobilise power in intriguing, multi-faceted ways. This thesis expands the scholarship on social movement and legal organisations and reaches a sociological understanding on the relationship between labour, resources, emotions, power and the ‘doing of everyday justice’
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Visser, Christelle Alfrida. "Emotion work and well-being of secondary school educators / C.A. Visser." Thesis, North-West University, 2006. http://hdl.handle.net/10394/1337.
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Serova, Nina. "Building an institution with emotional labour: Analysis of a post-industrial art centre, beyond the creative industries." Thesis, The University of Sydney, 2016. http://hdl.handle.net/2123/16731.
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Once established, institutions become systems that imply the naturalness of their political and cultural dynamics. But how are institutions produced? This thesis presents an analysis of the Sydney post-industrial art centre Carriageworks. I argue that Carriageworks’ institutionalisation is enabled by social investment – specifically, the emotional labour of those separately involved in establishing, managing and working at the centre, as well as its publics. Given its location in a former industrial railway workshop adjacent to Redfern, a suburb famed for its Indigenous political activism, the establishment of Carriageworks would typically be read either as a welcome answer to urban decline, tied into place competition; or critically, as displacement in the name of cultural regeneration. However, I shift the focus from these creative industries formulations to argue that the establishment of Carriageworks was by no means a historical given. Ethnographic detail of this centre’s formation reveals the crucial role of emotional labour (a term I adapt from its beginnings in Arlie Hochschild’s work), in allowing this institution to exist and subsequently thrive. In presenting diverse instances of Carriageworks’ development, from instantiation to policy formulation, I also emphasise the affective power of its building in not only establishing the centre as an institution, but broadening the terms on which places like it can be valued. In the process, I explore how we can ‘deal with’ middle-class success, without immediately slapping it down with all analysis suspended, to consequently question the complex ways in which people relate to creative place.
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De, Villiers Charl. "The relationships between emotional labour, the HEXACO personality traits, work engagement and burnout in the hospitality industry." Thesis, Stellenbosch : Stellenbosch University, 2015. http://hdl.handle.net/10019.1/96880.
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Thesis (MCOM)--Stellenbosch University, 2015.ENGLISH ABSTRACT: The flexible nature of the service delivery environment has had a major impact on the functioning of organisations. Managers realise that they need to be flexible and able to change if they want to survive in the long run. Employees are the tools service organisations utilise to make profit in the hospitality industry. The restaurant industry is a highly competitive environment and managers cannot afford poor service delivery from employees. Employees experiencing high levels of job engagement and low levels of job burnout have indicated superior performance and increased financial returns. The primary objective of this research study was to develop and empirically test a structural model that elucidates the antecedents of variance in job engagement and job burnout among frontline waitrons at franchise x in the Western Cape. In addition, the research study investigated whether employees utilise deep acting or surface acting when faced with emotional labour demands. The study investigated whether certain personality traits are more suitable for the industry by investigating whether certain personality characteristics are related to job engagement or job burnout. In this research study, partial least square (PLS) analyses were utilised to test the formulated hypotheses. Quantitative data was collected from 333 frontline waitrons employed at franchise x in the Western Cape. Data was collected specifically for the purposes of the study and participation was voluntary. The survey was distributed at the branches of franchise x. Managers had a week to facilitate their frontline waitrons in the completion of the surveys. The data was kept confidential and anonymous throughout the study. The survey comprised five sections. The first section asked participants for specific biographical and employment information. Subsequent sections measured specific latent variables applicable to the study utilising reliable and valid measuring instruments. These instruments were the Maslach Burnout Inventory (MBI) (Naude & Rothmann, 2004), Ultrecht Work Engagement Scale (UWES) (Schaufeli & Bakker, 2004), HEXACO-PI-R (Ashton, Lee, Pozzebon, Visser & Worth, 2010) and the Emotional Labour Scale (ELS) (Van Gelderen, Konijn & Bakker, 2011). Data was subjected to a range of statistical analyses. The findings shed light on the importance of job engagement for frontline waitrons at the branches of franchise x in the Western Cape. The results indicate that proactive management of job and personal resources and job demands may result in desirable outcomes such as increased job engagement and financial returns. The study provides South African industrial psychologists with much needed insight into the presenting problem within the hospitality industry. With reference to the managerial implications and the recommended interventions, industrial psychologists can ensure retention of job engagement and decrease of job burnout among frontline waitrons within the hospitality industry.
AFRIKAANSE OPSOMMING: Die buigsame aard van die diensverskaffingsomgewing het ‘n groot impak gehad op die funksionering van organisasies. Bestuurders het tot die besef gekom dat hulle buigsaam moet wees asook bereid wees om te verander indien hulle op die lange duur wil oorleef. Werknemers is die gereedskap wat diensorganisasies gebruik om ‘n wins in die gasvryheidsbedryf te maak. Die restaurantbedryf is ‘n hoogs mededingende omgewing en bestuurders kan nie swak dienslewering deur hul werknemers bekostig nie. Werknemers wat hoë vlakke van werksbetrokkenheid (job engagement) en lae vlakke van werksuitbranding (job burnout) ervaar, toon superieure prestasie en verhoogde finansiële opbrengste. Die hoofdoelwit van hierdie navorsingstudie was om ‘n strukturele model te ontwikkel en empiries te toets om die antesedente van variansie in werksbetrokkenheid en werksuitbranding onder eerstelynkelners by franchise x in die Wes-Kaap te verklaar. Daarbenewens het die navorsingstudie ook ondersoek of werknemers van deep acting of surface acting gebruik maak wanneer hulle deur emosionele arbeidseise gekonfronteer word. Die studie het ondersoek of sekere persoonlikheidseienskappe meer geskik is vir die bedryf deur te kyk of hulle verwant is aan werksbetrokkenheid of werksuitbranding. In hierdie navorsingstudie is gedeeltelike kleinstekwadrate (partial least squares (PLS)) analises gebruik om die geformuleerde hipoteses te toets. Kwantitatiewe data is verkry vanaf 333 eerstelynkelners wat vir franchise x in die Wes-Kaap werk. Die data is spesifiek vir die doelwitte van die studie versamel en deelname was vrywillig. Die opname is in harde kopie onder die bestuurders van franchise x versprei. Bestuurders het ‘n week gehad om die opname onder hulle eerstelynkelners te versprei vir voltooiing. Die data is as vertroulik beskou en anonimiteit is verseker. Die opname is in vyf dele verdeel. Die eerste gedeelte het die deelnemers se biografiese en indiensnemingsinligting gemeet. Die daaropvolgende dele het spesifieke latente veranderlikes gemeet wat van toepassing was op die studie deur van betroubare en geldige meetinstrumente gebruik te maak. Hierdie instrumente was die Maslach Burnout Inventory (MBI) (Naude & Rothmann, 2004), die Ultrecht Work Engagement Scale (UWES) (Schaufeli & Bakker, 2004), HEXACO-PI-R (Ashton, Lee, Pozzebon, Visser & Worth, 2010) en die Emotional Labour Scale (ELS) (Van Gelderen, Konijn & Bakker, 2011). Data is aan ‘n reeks statistiese analises onderwerp. Die bevindinge werp lig op die belangrikheid daarvan dat eerstelynkelners in franchise x se takke in die Wes-Kaap werksbetrokkenheid ervaar. Die resultate toon dat pro-aktiewe bestuur van werk en persoonlike hulpbronne en werk aanvraag kan lei tot gewenste resultate soos hoër werksbetrokkenheid en finansiële groei. Die studie verskaf Suid-Afrikaanse bedryfsielkundiges met belangrike insigte in die presenterende probleem in die gasvryheidsbedryf. Met verwysing na die bestuursimplikasies en die aanbevole ingrypings, kan bedryfsielkundiges die behoud van werksbetrokkenheid en ‘n vermindering van werksuitbranding onder eerstelynkelners in die gasvryheidsbedryf verseker.
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Knight, Caitlin M. "Exploring the use of emotional labour by journalists reporting on genocide : the cases of Rwanda and Srebrenica." Thesis, University of Surrey, 2017. http://epubs.surrey.ac.uk/813856/.
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The current research takes a sociological approach to the study of journalism to explore the complex emotional work carried out by journalists as they report. Previous research has demonstrated various aspects of the distinct culture of journalism, including the embedded maintenance of certain ideals, such as objectivity and emotional detachment. However, detailed examination of the professional ideals of the journalists themselves reveals an area wrought with complexities and contradictions, where what is expected of journalists in their job role may be challenged by the actual emotional experiences they endure. The present research explores these complexities in order to understand how journalists might manage their emotions and how this management relates to the wider professional and organisational expectations placed upon them. To do this, it centres on journalists that reported during genocide because of the extremely emotive nature of this event. The present research therefore takes a qualitative, case study approach employing two case studies of genocide (Rwanda and Srebrenica) as a lens through which to understand the emotionality associated with reporting. Specifically, it combines interviews with journalists that reported during either genocide alongside a discourse analysis of UK news reporting of these events. Findings reveal the vital part that emotional labour played for journalists in managing their emotions both during and after their reporting. These journalists performed emotional labour in distinct, multi-faceted, and sometimes contradictory ways. In seeking to make greater sense of this emotional work, the current research elaborates a typology of the different kinds of emotional labour performed by journalists. By examining how journalists experienced the act of reporting amidst genocide specifically, it is possible to see how these complexities are amplified in extreme situations. However, this template also allows the potential for future research on the emotional experiences of journalists that may also report in other situations.
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Gopal, Jeshika. "Emotional regulatory strategies of academic staff at a research intensive university in the South Africa." Diss., University of Pretoria, 2019. http://hdl.handle.net/2263/77820.
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There is currently little research focusing specifically on the emotional labour and regulation of academic staff in higher education institutions. This study provides insight into the emotional labour regulation strategies that academic staff use within the higher education context.
This research both explores and describes the emotional regulatory strategies that lecturers (including senior lecturers, associate professors and professors) use in a research-intensive academic institution in the South African context. Although previous research has shown that emotional labour is relevant in the higher education context for academic staff, little research has been conducted to uncover which regulation strategies academic staff use and why these strategies are employed.
This study was conducted using a qualitative method, in which a combination of snowball, convenience and purposive sampling strategies was used to gain access to the intended sample of fifteen participants. Face-to-face semi-structured interviews were the source of data collection and thematic analysis was used to analyse the data collected.
Emotional labour has been shown to affect the well-being of professionals in their workplace. Therefore, monitoring and controlling emotional labour is of paramount importance for a healthy workforce. In a higher education environment, the well-being of students is directly influenced by the well-being of the staff and the overall effectiveness of service delivery by the organisation (in terms of research outputs as well as teaching and learning). Evidently, the emotional labour and regulation thereof of the individual academic staff member may have far-reaching effects.
This study confirmed that emotional labour is experienced by academic staff within the university context. Moreover, the academic work context of academic staff involves a high degree of interaction with people that includes a range of diverse job tasks. The perceived display rules of the university were defined and described in this study. The emotional labour regulation strategies that academic lecturing staff utilise are those of deep, genuine and surface acting. However, the use of these strategies is not straightforward, as academic lecturing staff apply a range of these regulation strategies based on several reasons or rationales. These rationales further determine when an individual will select one or a combination of regulation strategies.Dissertation (MCom)--University of Pretoria, 2019.
Human Resource Management
MCom
Unrestricted
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Jönson, Henrik, and Simon Glyssner. "The Ancilla, the Samaritan and the Archon : Three Roles of Bureaucrats." Thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-3704.
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When speaking about service encounters, one most often speaks about encounters in the private sector and about customers. This study explores the public sector and the service encounter between street-level bureaucrats and clients as opposed to the encounter between salesmen and customers. The focus lies on the conflicting demands that the bureaucrat is experiencing and how she handles the emotional labour that this conflict brings. The conflicting demands have been identified as commercial, bureaucratic and social, all of which are put into the context of the opposing demands of client and organisation.