Emotional Labor: Putting the Service in Public Service

List of Tables and Figures Foreword, Steven Maynard-Moody Acknowledgments 1. Emotional Labor and Public Service 2. The Disconnect Between Public Administration Theory and Practice 3. Governance, Demanding Publics, and Citizen Satisfaction 4. I'll Know It When I See It: Emotional Labor, Verbal Judo, and Artful Affect 5. Burnout versus Making a Difference: The Costs and Benefits of Emotion Work 6. Do Human Resource Practices Recognize Emotional Labor? 7. Pay Inequity as the Penalty of Emotion Work 8. Emotion Work Present and Future: Trends in Relational Occupations 9. Implications for Theory, Research, and Practice Appendix A. GNM Emotional Labor Questionnaire Appendix B. Research Design Appendix C. Variables for Regression Analysis Appendix D. Emotional Labor Scales Appendix E. Description of Job Occupants Appendix F. Factors Used in Analysis Bibliography About the Authors Index.