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Emotional Labor: Putting the Service in Public Service : Putting the Service in Public Service - Mary E. Guy

Emotional Labor: Putting the Service in Public Service

Putting the Service in Public Service

Hardcover Published: 12th February 2008
ISBN: 9780765621160
Number Of Pages: 238

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Most public service jobs require interpersonal contact that is either face-to-face or voice-to-voice - relational work that goes beyond testable job skills but is essential for job completion. This unique book focuses on this emotional labor and what it takes to perform it.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."

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.

ISBN: 9780765621160
ISBN-10: 0765621169
Audience: General
Format: Hardcover
Language: English
Number Of Pages: 238
Published: 12th February 2008
Country of Publication: GB
Dimensions (cm): 22.89 x 16.23  x 1.98
Weight (kg): 0.5