IMA 是一家法國公司，致力於為 7 家保險公司的客戶提供每日 24 小時、每周七
日，即全年無休的服務。這項研究的重點是針對工作內容是理賠協助的員工，他
們必須根據合約以找出確定可以滿足客戶需求的方案。這項研究旨在通過員工的
感受來識別三種不同類型的客戶需求，例如負面、普通和正面的。在確立標準之
後，研究人員假設了電話與工作人員的情緒勞務（如深層行為，表層行為和情感
共鳴）之間的關係。本文是定性研究，選擇了八名在較有可能接收到緊急事件的
部門工作的參與者。通過使用線上會議進行訪談。這項研究的結果表明，在接聽
負面案例時深層行為的應用以及在正面案中情感共鳴的運用都是重要的。但是在
接聽普通電話時，受訪者似乎對表層行為的選擇存在分歧。在進行了這項研究之
後，研究人員希望激發其他研究人員對這個特定主題的興趣，以及理解這些員工
所表達關於情感共鳴觀點的重要性。

IMA is a French company that focuses on providing 24/7 assistance to the clients
of seven insurance companies. This study focuses on the employees who work as
assistance technicians and must find solutions to a client's need based on their insurance
contract. This research aimed to identify three different calls, such as negative, normal,
and positive calls, through the employees' perception. After identification, the researcher
hypothesized a relationship of the calls to emotional labor concepts such as deep acting,
surface acting, and emotional consonance. This paper is qualitative research that selected
eight participants working in sections with a higher probability of dealing with
emergencies. Interviews were carried using online conferencing. The results of this
research indicate that the application of deep acting while receiving a negative call is
significant as well as the utilization of emotional consonance during a positive call.
However, the respondents seem to be divided on surface acting usage while receiving a
normal call. After conducting this study, the researcher hopes to spark more interest in
this specific subject and the importance of understanding the point of view of those
employees' emotional labor.

Table of Contents
Thesis Validation Letter .................................................................................................... i
Acknowledgements .......................................................................................................... ii
Abstract (Chinese)........................................................................................................... iii
Abstract (English)............................................................................................................ iv
Table of Figures.............................................................................................................. vii
Table of Tables.............................................................................................................. viii
1. Introduction .................................................................................................................. 1
1.1 Research Statement ................................................................................................ 2
1.2 Objectives............................................................................................................... 2
1.3 Research Question .................................................................................................. 2
1.4 Population and Sample ........................................................................................... 2
1.5 Significance of the Study........................................................................................ 3
1.6 Scope and Limitations............................................................................................ 3
2. Literature Review ......................................................................................................... 6
2.1 Emotions at Work................................................................................................... 6
2.2 Theoretical Background on Emotional Labor ........................................................ 6
2.2.1 Hochschild’s Theory...................................................................................... 6
2.2.2 Ashforth & Humphrey's theory ................................................................... 7
2.2.3 Morris & Feldman’s theory.......................................................................... 8
2.2.4 Grandey’s Theory.......................................................................................... 8
2.3 Deep Acting, Surface Acting and Emotional consonance...................................... 9
2.3.1 Deep Acting .................................................................................................... 9
2.3.2 Surface Acting.............................................................................................. 10
2.3.3 Emotional Consonance................................................................................ 11
2.4 Insurance Service Workers and Emotional Labor................................................ 11
3. Methodology............................................................................................................... 12
3.1 Research Method .................................................................................................. 12
3.2 Data Collection..................................................................................................... 13
3.3 Sample .................................................................................................................. 16
3.4 Profile of Respondents.......................................................................................... 16
3.5 Analyzing Method ................................................................................................ 17
3.6 Research Ethics .................................................................................................... 18
4. Data Analysis and Results.......................................................................................... 19
5. Conclusion and Recommendations ............................................................................ 27
6. References .................................................................................................................. 31
Appendices..................................................................................................................... 33
1. Participant’s Information Form (in French) ........................................................... 33
2. Consent Form (in French) ...................................................................................... 34
3. Example of a Transcript Translated in English ...................................................... 35

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