Emotional labor and crisis response : working on the razor's edge / / Sharon H. Mastracci, Mary E. Guy, Meredith A. Newman.
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| Year of Publication: | 2012 |
| Language: | English |
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| Physical Description: | xvii, 173 p. :; ill. |
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Table of Contents:
- Emotional labor as public good and the state as harbor of refuge
- A blind spot in public administration theory--but not in practice
- Human capital issues
- Communicating competence and cultivating trust
- Who gets the blame? Who gets the credit? Government responsiveness and accountability
- Of the people : legitimacy, representativeness, and the difference that gender makes
- Professional standards and discretion in crisis response
- Reflections on the why, how, and what of emotional labor.