Most public service jobs require interpersonal contact that is either face-to-face or voice-to-voice. This book focuses on this emotional labor and what it takes to perform it. It contains stories from the trenches gleaned through interviews, focus groups, and survey data.
Most public service jobs require interpersonal contact that is either face-to-face or voice-to-voice. This book focuses on this emotional labor and what it takes to perform it. It contains stories from the trenches gleaned through interviews, focus groups, and survey data.Hinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.
Authored by Guy, Mary E.; Newman, Meredith A.; Mastracci, Sharon H.
Inhaltsangabe
Chapter 1 Emotional Labor and Public Service Chapter 2 The Disconnect Between Public Administration Theory and Practice Chapter 3 Governance, Demanding Publics, and Citizen Satisfaction Chapter 4 I'll Know It When I See It: Emotional Labor, Verbal Judo, and Artful Affect Chapter 5 Burnout Versus Making a Difference:The Costs and Benefits of Emotion Work Chapter 6 Do Human Resource Practices Recognize Emotional Labor? Chapter 7 Pay Inequity as the Penalty for Emotion Work Chapter 8 Emotion Work Present and Future:Trends in Relational Occupations Chapter 9 Implications for Theory, Research, and Practice
Chapter 1 Emotional Labor and Public Service Chapter 2 The Disconnect Between Public Administration Theory and Practice Chapter 3 Governance, Demanding Publics, and Citizen Satisfaction Chapter 4 I'll Know It When I See It: Emotional Labor, Verbal Judo, and Artful Affect Chapter 5 Burnout Versus Making a Difference:The Costs and Benefits of Emotion Work Chapter 6 Do Human Resource Practices Recognize Emotional Labor? Chapter 7 Pay Inequity as the Penalty for Emotion Work Chapter 8 Emotion Work Present and Future:Trends in Relational Occupations Chapter 9 Implications for Theory, Research, and Practice
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