Mary E Guy, Meredith A Newman, Sharon H Mastracci

Emotional Labor

Putting the Service in Public Service

• Broschiertes Buch

Produktbeschreibung

Most public service jobs require interpersonal contact that is either face-to-face or voice-to-voice. This book focuses on this emotional labor and what it takes to perform it. It contains stories from the trenches gleaned through interviews, focus groups, and survey data.

Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 256
• Erscheinungstermin: 14. November 2014
• Englisch
• Abmessung: 228mm x 154mm x 14mm
• Gewicht: 349g
• ISBN-13: 9780765621177
• ISBN-10: 0765621177
• Artikelnr.: 23569052

Autorenporträt

Authored by Guy, Mary E.; Newman, Meredith A.; Mastracci, Sharon H.

Inhaltsangabe

Chapter 1 Emotional Labor and Public Service
Chapter 2 The Disconnect Between Public Administration Theory and Practice
Chapter 3 Governance, Demanding Publics, and Citizen Satisfaction
Chapter 4 I'll Know It When I See It: Emotional Labor, Verbal Judo, and Artful Affect
Chapter 5 Burnout Versus Making a Difference:The Costs and Benefits of Emotion Work
Chapter 6 Do Human Resource Practices Recognize Emotional Labor?
Chapter 7 Pay Inequity as the Penalty for Emotion Work
Chapter 8 Emotion Work Present and Future:Trends in Relational Occupations
Chapter 9 Implications for Theory, Research, and Practice