Mary E. Guy is Professor in the School of Public Affairs at the University of Colorado Denver, USA. Sharon Mastracci is Professor in the Political Science Department at the University of Utah, USA. Seung-Bum Yang is Professor in the Department of Public Administration at Konkuk University, South Korea.
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