The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service

by Mary E. Guy, Sharon H. Mastracci, Seung-Bum Yang

Overview

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.

Product Details

ISBN-13:	9783030248222
Publisher:	Springer International Publishing
Publication date:	09/04/2019
Edition description:	1st ed. 2019
Pages:	639
Product dimensions:	6.10(w) x 9.25(h) x 0.00(d)

About the Author

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.

Seung-Bum Yang is Professor in the Department of Public Administration at Konkuk University, South Korea.

Table of Contents

1. Introduction: Why Emotional Labor Matters in Public Service.- 2. Thinking Globally About the Public Service Work Experience.- 3: Trending Interconnectedness: The Value of Comparative Analysis.- 4. Understanding Emotional Labor at the Individual Level.- 5. Understanding Emotional Labor at the Organizational Level.- 6. Understanding Emotional Labor at the Cultural Level.- 7. Understanding Emotional Labor in Situational Contexts: How Mistreatment Matters.- 8. Measuring Emotional Labor: Survey Construction and Measurement Invariance.- 9. Australia.- 10. Bolivia.- 11. China.- 12. India.- 13. South Korea.- 14. Pakistan.- 15. Philippines.- 16. Rwanda.- 17. Taiwan.- 18. Thailand.- 19. United Kingdom.- 20. United States.- 21. Looking for Patterns Across Nations.- 22. From Data Dashboards to Human Hearts.- 23. Looking Forward: Adjusting to the New Paradigm.- 24. From Measuring Results to Managing Relationships.

What People are Saying About This

From the Publisher

“Guy, Mastracci and Yang have compiled an impressive and highly original study breaking new ground theoretically and empirically. This book is a masterful study of comparative public administration that marshals exceptional data collection and analysis. They link their analysis to major intellectual movements in public administration and argue for the centrality of emotional labor to public administration research and practice regardless of the method, theory, or context. Exceptionally bold, a book that everyone interested in organizations should read.” (Kenneth J. Meier, Editor, Journal of Behavioral Public Administration)

“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)