Emotional Labor: Putting the Service in Public Service: Putting the Service in Public Service

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  • Edition: 1st
  • Format: Nonspecific Binding
  • Copyright: 2014-11-14
  • Publisher: Routledge
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This inspiring book focuses on this centrality of emotional involvement and interpersonal skills in public service work. The authors weave a powerful narrative of stories from the trenches gleaned through interviews, focus groups, and survey data. They go beyond the veneer of service delivery to the real, live, person-to-person interactions that give meaning to public service.For anyone who has ever felt apathetic toward government work, the words of caseworkers, investigators, administrators, attorneys, correctional staff, and 9/11 call-takers all show the human dimension of bureaucratic work and underscore what it means to work "with feeling."

Table of Contents

List of Tables and Figures
Emotional Labor and Public Service
The Disconnect Between Public Administration Theory and Practice
Governance, Demanding Publics, and Citizen Satisfaction
I'll Know It When I See It: Emotional Labor, Verbal Judo, and Artful Affect
Burnout Versus Making a Difference: The Costs and Benefits of Emotion Work
Do Human Resource Practices Recognize Emotional Labor?
Pay Inequity as the Penalty of Emotion Work
Emotion Work Present and Future: Trends in Relational Occupations
Implications for Theory, Research, and Practice
GNM Emotional Labor Questionnaire
Research Design
Variables for Regression Analysis
Emotional Labor Scales
Description of Job Occupants
Factors Used in Analysis
About the Authors
Table of Contents provided by Ingram. All Rights Reserved.

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