Emotional Labor And Crisis Response: Coastal Informatics: Web Atlas Design And Implementation, 3rd Edition

  • Sharon H. Mastracci
  • Published By:
  • ISBN-10: 0765625202
  • ISBN-13: 9780765625205
  • DDC: 363.34068
  • Grade Level Range: College Freshman - College Senior
  • 173 Pages | eBook
  • Original Copyright 2011 | Published/Released January 2012
  • This publication's content originally published in print form: 2011

  • Price:  Sign in for price



The authors of the award-winning Emotional Labor now go inside the stressful world of suicide, rape, and domestic hotline workers, EMTs, triage nurses, and agency/department spokespersons, to provide powerful insights into how emotional labor is actually exerted by public servants who face the gravest challenges.

Table of Contents

Front Cover.
Half Title Page.
Title Page.
Copyright Page.
Other Frontmatter.
1: Emotional Labor as Public Good and the State as Harbor of Refuge.
2: A Blind Spot in Public Administration Theory … But Not in Practice (Still).
3: Human Capital Issues.
4: Communicating Competence and Cultivating Trust.
5: Who Gets the Blame? Who Gets the Credit?: Government Responsiveness and Accountability.
6: Of the People: Legitimacy, Representativeness, and the Difference That Gender Makes.
7: Professional Standards and Discretion in Crisis Response.
8: Reflections on the “Why,” “How,” and “What” of Emotional Labor.
Evidentiary Proceedings.
Interview Protocol.
About the Authors.