Section I situates emotional labor within the public service paradigm and within national culture Section II provides contextual understanding of the subject from multiple levels: individual, organizational, cultural, and situational Section III explores how emotional labor is performed in 11 different countries across 6 continents Section IV offers revisions to the current public service paradigm, based on the evidence revealed in the country-by-country discussions

Autorentext

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.

Inhalt

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

Dedication

Foreword Preface

List of Contributors

List of Tables

List of Figures

Chapter 1. Introduction: Why Emotional Labor Matters in Public Service

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

Part I. The Paradigmatic Shift

Chapter 2. Thinking Globally About the Public Service Work Experience

Mary E. Guy

Chapter 3: Trending Interconnectedness: The Value of Comparative Analysis

Sharon H. Mastracci and Ian Tyler Adams

Part II. Individual, Organizational, and Cultural Analyses

Chapter 4. Understanding Emotional Labor at the Individual Level

Seung-Bum Yang and Hyun Jung Lee

Chapter 5. Understanding Emotional Labor at the Organizational Level

Xiaojun Lu

Chapter 6. Understanding Emotional Labor at the Cultural Level

Sharon H. Mastracci

Chapter 7. Understanding Emotional Labor in Situational Contexts: How Mistreatment Matters

Chih-Wei Hsieh****

Part III. International Comparisons of Emotional Labor

Chapter 8 Measuring Emotional Labor: Survey Construction, Measurement Invariance, and

Structural Equation Model Seung-Bum Yang, Mary E. Guy, Sharon H. Mastracci, Aisha Azhar, Chih-Wei Hsieh, Hyun Jung

Lee, and Xiaojun Lu

Chapter 9. Australia N. Emel Ganapati and Meredith A. Newman

Chapter 10. Bolivia

Pamela S. Medina

Chapter 11. China

Xiaojun Lu

Chapter 12. India

Pallavi Awasthi

Chapter 13. Korea, Republic of (South)

Hyun Jung Lee

Chapter 14. Pakistan

Aisha Azhar

Chapter 15. Philippines Ador R. Torneo

Chapter 16. Rwanda

Sebawit G. Bishu

Chapter 17. Taiwan

Chih-Wei Hsieh, Mao Wang, and Yue Zhang

Chapter 18. Thailand

Amporn Tamronglak

Chapter 19. United Kingdom

Sharon H. Mastracci, Ian Tyler Adams, and Ning Kang

Chapter 20. United States

Geri A. Miller-Fox

Chapter 21. Looking for Patterns Across Nations Mary E. Guy, Sharon H. Mastra...