Overview
- Situates emotional labor within the public service paradigm and within national culture
- Provides contextual understanding of the subject from multiple levels: individual, organizational, cultural, and situational
- Explores how emotional labor is performed in 12 different countries across 6 continents
- Offers revisions to the current public service paradigm, based on the evidence revealed in the country-by-country discussions
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Table of contents (24 chapters)
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Front Matter
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The Paradigmatic Shift
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Front Matter
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Individual, Organizational, and Cultural Analyses
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Front Matter
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International Comparisons of Emotional Labor
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Front Matter
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Keywords
- Holistic Approach to the Public Service
- emotional labor
- Public Management
- Comparative Public Administration
- Public Administration Theory
- public management reform
- Empirical data on public sector
- Australia public service
- Bolivia public service
- China public service
- India public service
- South Korea public service
- Parkistan public service
- Philippines public service
- Rwanda public service
- Taiwan public service
- Thailand public service
- UK public service
- US public service
- Cultural emotional labor
About this book
The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service challenges traditional public administration theory and its disavowal of the emotive component to public service delivery. Providing a comprehensive and comparative overview of the current research in this previously understudied area, this handbook situates emotional labor within public service and establishes emotional labor within individual, organizational, cultural, and situational scenarios. With chapters spanning twelve different countries across six continents, this handbook provides groundbreaking survey research that probes the daily work experience of public servants, paying special attention to the relational aspect of public service delivery. It ultimately seeks to revise the current public service paradigm, and will be an invaluable resource to researchers, public managers, and international public service organizations as the first of its kind for the public administration market.
Reviews
“This exceptional resource makes an important contribution to human resource theory, management, and practice. Findings reveal a universal truth—that there is an important emotive component in public service jobs—and findings also reveal that each nation’s unique context shapes the contours of how it is experienced. For public managers, students, consultants, andscholars, if you want to truly understand the role of emotional labor in public service, this handbook belongs on your desk.” (Jessica E. Sowa, Editor, Review of Public Personnel Administration)
“This new handbook makes a powerful case for taking emotional labor in public service more seriously. An impressive group of contributors have thought carefully about concepts and methods, and gathered data from public servants around the world. Their studies demonstrate how encounters between officials and the public are imbued with intense feelings that must be managed well—and how this emotional labor is shaped by national conditions. This volume lays the foundation for an exciting and important program of research.” (Alasdair Roberts, University of Massachusetts Amherst)
“When my students read about emotional labor, they are always stunned and can finally give name to their lived experiences as working professionals. This volume brings a much-needed global perspective to this important, vital topic. It shows how contextual, cultural, and social differences matter when it comes to understanding emotional labor in public service. It is a must-read for scholars and professionals alike.” (Staci M. Zavattaro, Editor, Administrative Theory & Praxis)
Editors and Affiliations
About the editors
Mary E. Guy is Professor in the School of Public Affairs at the University of Colorado Denver, USA.
Sharon Mastracci is Professor in the Political Science Department at the University of Utah, USA.
Bibliographic Information
Book Title: The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service
Editors: Mary E. Guy, Sharon H. Mastracci, Seung-Bum Yang
DOI: https://doi.org/10.1007/978-3-030-24823-9
Publisher: Palgrave Macmillan Cham
eBook Packages: Economics and Finance, Economics and Finance (R0)
Copyright Information: The Editor(s) (if applicable) and The Author(s) 2019
Hardcover ISBN: 978-3-030-24822-2Published: 19 September 2019
Softcover ISBN: 978-3-030-24825-3Published: 19 September 2020
eBook ISBN: 978-3-030-24823-9Published: 03 September 2019
Edition Number: 1
Number of Pages: XXVII, 639
Number of Illustrations: 28 b/w illustrations, 20 illustrations in colour
Topics: Public Administration, Public Policy, Governance and Government, Comparative Politics