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

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Beschreibung

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. Mastracci, Seung-Bum Yang

Part IV. Paradigm Shift: Tectonic or Trivial?

Chapter 22. From Data Dashboards to Human Hearts

Sharon H. Mastracci and Mary E. Guy

Chapter 23. Looking Forward: Adjusting to the New Paradigm

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

Chapter 24. From Measuring Results to Managing Relationships

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

Appendix A Data Collection Information

Appendix B Data Comparisons

Appendix C Questionnaire

Glossary

Index

List of Contributors

Eigenschaften

Breite:	162
Gewicht:	1168 g
Höhe:	242
Länge:	43
Seiten:	639
Sprachen:	Englisch
Autor:	Mary E. Guy, Seung-Bum Yang, Sharon H. Mastracci

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