Emotional labor putting the service in public service - Guy, Mary E.; Mastracci, Sharon H.; Newman, Meredith A. (Armonk, N.Y. M.E. Sharpe, 2008)
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.
Keywords: Public service employment -- United States -- Psychological aspects; Social workers -- United States -- Attitudes