Det osynliga känsloarbetet: En kvalitativ studie av emotionella krav och känsloreglering hos kommunala kundtjänsthandläggare

Sammanfattning

This study looks at how municipal customer service agents experience and handle the emotional demands of their work, with a focus on the hidden expectations shaped by organizational norms, service guidelines, and ideas of “good service.” Unlike in the private sector, these demands exist within a framework of legal requirements, procedures, equality, and public responsibility. The findings show that emotional labor is a key and complicated part of municipal customer service. Agents often balance following legal and procedural rules, providing effective customer service, and managing their own feelings. Unseen demands can lead to emotional conflict, making agents express emotions like friendliness or patience that might not match how they feel, especially during difficult customer interactions. The combination of unwritten rules, official procedures, and organizational structures can both help and limit agents in providing genuine service. The study emphasizes the need for reflection, open conversations among colleagues, and organizational support to deal with these hidden expectations. By shedding light on the emotional challenges caused by invisible rules, this research offers insights that could help create more transparent, sustainable, and supportive work environments in public sector customer service.