Drawing on 200 hours of observation at The Help Desk, an IT Support (ITS) unit at a medical school, and interviews with 30 ITS workers from across the university, this article shows how organizational-level IT rationalization was affected at the microlevel through ITS workers’ extensive emotional labor and involvement in meaning-making projects. Successful implementation required ITS workers to function as shock troops, introducing and enforcing new policies, and shock absorbers, encouraging compliance and insulating administrators from discontent about those changes. This article contributes to inhabited institutions theories of organizational change by demonstrating the importance of service workers’ interactive and emotional labor to the coupling of institutional myth, organizational policy, and the interactions and practices of constituent members.

借助在医学院的IT支持（ITS）部门帮助台进行的200个小时观察，并采访了大学中的30名ITS工人，本文显示了如何通过ITS在微观层面上影响组织级IT合理化工人广泛的情感劳动，并参与有意义的项目。成功的实施需要ITS工人充当冲击部队，出台并执行新政策，并采取减震器，鼓励合规并让管理员对这些变化感到不满。本文通过说明服务人员的互动劳动和情感劳动对制度神话，组织政策，