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

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.