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Emotional Labor in Public Service Work

Title: Emotional Labor in Public Service Work.
Name(s): Jin, Myung, author
Guy, Mary E., professor co-directing dissertation
Brower, Ralph S., professor co-directing dissertation
Perrewé, Pamela, university representative
Yang, Kaifeng, committee member
School of Public Administration and Policy, degree granting department
Florida State University, degree granting institution
Type of Resource: text
Genre: Text
Issuance: monographic
Date Issued: 2009
Publisher: Florida State University
Place of Publication: Tallahassee, Florida
Physical Form: computer
online resource
Extent: 1 online resource
Language(s): English
Abstract/Description: A number of scholars are increasingly turning their attention to the effects of emotional labor on organizational performance (Hochschild, 1983). The literature's focus on private industry reports a negative influence on its consequences for individual performance. Recent research in other fields, such as psychology, business, and public administration, however, has shown mixed results, with some reporting a positive impact on both individual and organizational performance. Previous research was limited to examining for-profit service industries where concern for customer satisfaction is a priority. In contrast, public service by its own nature is "regulatory" and workers' incentives are less likely to include pecuniary benefits either for themselves or their organizations. By integrating awareness of emotion work in theory building, this study seeks to present the unique influence of emotional labor in work that ranges from regulating business transactions to controlling personal behavior for both workers and citizens. Additionally, by integrating previous research, the dissertation presents a comprehensive model of the antecedents and consequences of performing emotional labor. This study examines how workers' recognition of the need for emotional labor affects the degree to which they perform it and how it affects their pride in work and burnout. Hierarchical regression and structural equation modeling will be used to test hypotheses.
Identifier: FSU_migr_etd-3507 (IID)
Submitted Note: A Dissertation submitted to the Reubin O’D. Askew School of Public Administration and Policy in partial fulfillment of the requirements for the degree of Doctor of Philosophy.
Degree Awarded: Fall Semester, 2009.
Date of Defense: October 22, 2009.
Keywords: Emotional Labor, Emotion Work, Burnout, Performance, Job Satisfaction
Bibliography Note: Includes bibliographical references.
Advisory Committee: Mary E. Guy, Professor Co-Directing Dissertation; Ralph S. Brower, Professor Co-Directing Dissertation; Pamela Perrewé, University Representative; Kaifeng Yang, Committee Member.
Subject(s): Public policy
Public administration
Persistent Link to This Record:
Owner Institution: FSU

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Jin, M. (2009). Emotional Labor in Public Service Work. Retrieved from