PurposeWith rare research access to the police service in the United Kingdom, the authors investigate levels of burnout and the performance of emotional labour.Design/methodology/approachUsing 330 surveys completed by serving police officers, the authors investigate levels of burnout and also the performance of the three elements of emotional labour.FindingsInvestigating heterogeneity, the authors create a typology of three different types of officer. In addition to a core group, this includes groups with misaligned and matching values. Surface acting impacts on all groups, and in each group it is associated with increased levels of burnout.Originality/valueA unique feature of this research is the involvement of a practitioner from the police service in the authorship team, together with re-engagement with the police service in order to refine this typology. Possible coping strategies are introduced following this consultation.