Emotional Labor

Putting the Service in Public Service

AvMary E. Guy,Meredith A. Newman

Häftad, Engelska, 2014

996 kr

Beställningsvara. Skickas inom 10-15 vardagar. Fri frakt över 249 kr.

Fler format och utgåvor

Inbunden

3 377 kr

Beskrivning

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."

Produktinformation

Utgivningsdatum:2014-11-14
Mått:152 x 229 x 22 mm
Vikt:362 g
Format:Häftad
Språk:Engelska
Antal sidor:256
Förlag:Taylor & Francis Ltd
ISBN:9780765621177

Utforska kategorier

Servicesektorn inom Ekonomi och Ledarskap
Sociologi inom Samhälle och politik
Offentlig förvaltning inom Samhälle och politik

Mer om författaren

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

Innehållsförteckning

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;

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Emotional Labor

Putting the Service in Public Service

AvMary E. Guy,Meredith A. Newman

Häftad, Engelska, 2014

996 kr

Beställningsvara. Skickas inom 10-15 vardagar. Fri frakt över 249 kr.

Fler format och utgåvor

Inbunden

3 377 kr

Beskrivning

Produktinformation

Utgivningsdatum:2014-11-14
Mått:152 x 229 x 22 mm
Vikt:362 g
Format:Häftad
Språk:Engelska
Antal sidor:256
Förlag:Taylor & Francis Ltd
ISBN:9780765621177

Utforska kategorier

Servicesektorn inom Ekonomi och Ledarskap
Sociologi inom Samhälle och politik
Offentlig förvaltning inom Samhälle och politik

Mer om författaren

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

Innehållsförteckning

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;