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


Book Description

The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service challenges traditional public administration theory and its disavowal of the emotive component to public service delivery. Providing a comprehensive and comparative overview of the current research in this previously understudied area, this handbook situates emotional labor within public service and establishes emotional labor within individual, organizational, cultural, and situational scenarios. With chapters spanning twelve different countries across six continents, this handbook provides groundbreaking survey research that probes the daily work experience of public servants, paying special attention to the relational aspect of public service delivery. It ultimately seeks to revise the current public service paradigm, and will be an invaluable resource to researchers, public managers, and international public service organizations as the first of its kind for the public administration market.




Emotional Labor


Book Description

Most public service jobs require interpersonal contact that is either face-to-face or voice-to-voice - relational work that goes beyond testable job skills but is essential for job completion. This unique book focuses on this emotional labor and what it takes to perform it.The authors weave a powerful narrative of stories from the trenches gleaned through interviews, focus groups, and survey data. They go beyond the veneer of service delivery to the real, live, person-to-person interactions that give meaning to public service.For anyone who has ever felt apathetic toward government work, the words of caseworkers, investigators, administrators, attorneys, correctional staff, and 9/11 call-takers all show the human dimension of bureaucratic work and underscore what it means to work "with feeling."




Global Encyclopedia of Public Administration, Public Policy, and Governance


Book Description

This global encyclopedic work serves as a comprehensive collection of global scholarship regarding the vast fields of public administration, public policy, governance, and management. Written and edited by leading international scholars and practitioners, this exhaustive resource covers all areas of the above fields and their numerous subfields of study. In keeping with the multidisciplinary spirit of these fields and subfields, the entries make use of various theoretical, empirical, analytical, practical, and methodological bases of knowledge. Expanded and updated, the second edition includes over a thousand of new entries representing the most current research in public administration, public policy, governance, nonprofit and nongovernmental organizations, and management covering such important sub-areas as: 1. organization theory, behavior, change and development; 2. administrative theory and practice; 3. Bureaucracy; 4. public budgeting and financial management; 5. public economy and public management 6. public personnel administration and labor-management relations; 7. crisis and emergency management; 8. institutional theory and public administration; 9. law and regulations; 10. ethics and accountability; 11. public governance and private governance; 12. Nonprofit management and nongovernmental organizations; 13. Social, health, and environmental policy areas; 14. pandemic and crisis management; 15. administrative and governance reforms; 16. comparative public administration and governance; 17. globalization and international issues; 18. performance management; 19. geographical areas of the world with country-focused entries like Japan, China, Latin America, Europe, Asia, Africa, the Middle East, Russia and Eastern Europe, North America; and 20. a lot more. Relevant to professionals, experts, scholars, general readers, researchers, policy makers and manger, and students worldwide, this work will serve as the most viable global reference source for those looking for an introduction and advance knowledge to the field.




The Public Productivity and Performance Handbook


Book Description

A productive society is dependent upon high-performing government. This third edition of The Public Performance and Productivity Handbook includes chapters from leading scholars, consultants, and practitioners to explore all of the core elements of improvement. Completely revised and focused on best practice, the handbook comprehensively explores managing for high performance, measurement and analysis, costs and finances, human resources, and cutting-edge organizational tools. Its coverage of new and systematic management approaches and well-defined measurement systems provides guidance for organizations of all sizes to improve productivity and performance. The contributors discuss such topics as accountability, organizational effectiveness after budget cuts, the complementary roles of human capital and “big data,” and how to teach performance management in the classroom and in public organizations. The handbook is accompanied by an online companion volume providing examples of performance measurement and improvement manuals across a wide variety of public organizations. The Public Performance and Productivity Handbook, Third Edition, is required reading for all public administration practitioners, as well as for students and scholars interested in the state of the public performance and productivity field.




Emotional Labor


Book Description

Most public service jobs require interpersonal contact that is either face-to-face or voice-to-voice. This book focuses on this emotional labor and what it takes to perform it. It contains stories from the trenches gleaned through interviews, focus groups, and survey data.




Portraits of Public Service


Book Description

Community health workers, elections officers, emergency managers, air traffic controllers, government meteorologists, US federal service photographers, and arts and cultural workers perform critical roles, though rarely receive public attention. Their stories told here help reveal this hidden world to provide a rare view of government service.




Handbook on Gender and Public Administration


Book Description

This ground-breaking Handbook on Gender and Public Administration brings together a rapidly growing new field of study, exploring the emerging contexts of gender and public administration. Capturing the many facets of this dynamic trend, the book explores gender equity and further examines masculinity, intersectionality and beyond binary conceptions of gender.




Street-Level Public Servants


Book Description

This cutting-edge new casebook challenges the dominant White-centric narrative of public administration, offering a fresh array of perspectives, with the lofty aim of ending the marginalization of communities in public policy implementation. Contributors adopt a liberatory framework to examine street-level public administrators (e.g., teachers, security officers, policy analysts, and human resource experts) most responsible for implementing public policy in the United States, including and amplifying previously unrecognized narratives on the front lines of public administration. Case studies explore real-life public servants, not traditionally heard of, offering counter-narratives. Each chapter concludes with an empowerment exercise and assignment for faculty to adopt in their classroom. This edited volume, a first of its kind, is written by experts in public policy and administration, bringing together top and emerging scholars in one volume to amplify underrepresented voices in public administration and policy. Chapters are rooted in qualitative approaches and center the narratives of marginalized communities, including women, People of Color, and LGBTQIA+ public servants. Street-Level Public Servants offers a much-needed casebook for public administration and public policy courses in the twenty-first century.




Emotional Labour in Criminal Justice and Criminology


Book Description

This book is the first volume to explore criminal justice work and criminological research through the lens of emotional labour. A concept first coined 30 years ago, emotional labour seeks to explore the ways in which people manage their emotions in order to achieve the aims of their organisations, and the subsequent impact of this is on workers and service users. The chapters in this edited collection explore work in a wide range of criminal justice institutions as well as the penal voluntary sector. In addition to literature review chapters which consolidate what we already know, this book includes case study chapters which extend our knowledge of how emotional labour is performed in specific contexts, and in relation to certain types of work. Emotional Labour in Criminal Justice and Criminology covers topics such as prisoners who die from natural causes in prison, to the work of independent domestic violence advisors and the use of emotion by death penalty lawyers in the US. An accessible and compelling read, this book presents ground-breaking qualitative and quantitative research which will be critical to criminologists, criminal justice practitioners, students of criminology and academics in the fields of social policy and public service.




Handbook of Research Methods in Public Administration, Management and Policy


Book Description

This Handbook comprehensively explores research methods in public administration, management and policy. Exploring the richness of both traditional and contemporary methods and strategies for making progress in the field, it provides an advanced toolkit for understanding the science of public administration and management in the 21st century.