Guy, Mary E.
Emotional labor : putting the service in public service / Mary E. Guy, Meredith A. Newman, Sharon H. Mastracci. - c2008. - xvi, 238 pages: illustrations; 24 cm.
Includes bibliographical references (p. 219-230) and index.
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 for emotion work -- Emotion work present and future : trends in relational occupations -- Implications for theory, research, and practice.
9780765621160 (cloth : alk. paper) 0765621169 (cloth : alk. paper) 9780765621177
2007032403
Public service employment--Psychological aspects.--United States
Social workers--Attitudes.--United States
HD5713.6.U54 / G89 2008
331.12/042
Emotional labor : putting the service in public service / Mary E. Guy, Meredith A. Newman, Sharon H. Mastracci. - c2008. - xvi, 238 pages: illustrations; 24 cm.
Includes bibliographical references (p. 219-230) and index.
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 for emotion work -- Emotion work present and future : trends in relational occupations -- Implications for theory, research, and practice.
9780765621160 (cloth : alk. paper) 0765621169 (cloth : alk. paper) 9780765621177
2007032403
Public service employment--Psychological aspects.--United States
Social workers--Attitudes.--United States
HD5713.6.U54 / G89 2008
331.12/042