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

  • Mary E. Guy
  • Sharon H. Mastracci
  • Seung-Bum Yang

Table of contents

  1. Front Matter
    Pages i-xxvii
  2. Mary E. Guy, Sharon H. Mastracci, Seung-Bum Yang
    Pages 1-21
  3. The Paradigmatic Shift

    1. Front Matter
      Pages 23-23
    2. Sharon H. Mastracci, Ian Tyler Adams
      Pages 51-79
  4. Individual, Organizational, and Cultural Analyses

    1. Front Matter
      Pages 81-81
    2. Seung-Bum Yang, Hyun Jung Lee
      Pages 83-100
    3. Sharon H. Mastracci, Ian Tyler Adams
      Pages 119-148
  5. International Comparisons of Emotional Labor

    1. Front Matter
      Pages 173-173
    2. Seung-Bum Yang, Mary E. Guy, Sharon H. Mastracci, Aisha Azhar, Chih-Wei Hsieh, Hyun Jung Lee et al.
      Pages 175-196
    3. N. Emel Ganapati, Meredith A. Newman
      Pages 197-230
    4. Pamela S. Medina
      Pages 231-246
    5. Xiaojun Lu
      Pages 247-265
    6. Pallavi Awasthi
      Pages 267-299
    7. Hyun Jung Lee
      Pages 301-319
    8. Aisha Azhar
      Pages 321-338
    9. Ador R. Torneo
      Pages 339-360
    10. Sebawit G. Bishu
      Pages 361-378
    11. Chih-Wei Hsieh, Mao Wang, Yue Zhang
      Pages 379-397
    12. Amporn Tamronglak
      Pages 399-422
    13. Sharon H. Mastracci, Ian Tyler Adams, Ning Kang
      Pages 423-453
    14. Geri A. Miller-Fox
      Pages 455-486
    15. Mary E. Guy, Sharon H. Mastracci, Seung-Bum Yang
      Pages 487-508
  6. Paradigm Shift: Tectonic or Trivial?

    1. Front Matter
      Pages 509-509
    2. Sharon H. Mastracci, Mary E. Guy
      Pages 511-533
    3. Sharon H. Mastracci, Mary E. Guy, Seung-Bum Yang
      Pages 535-554
    4. Mary E. Guy, Sharon H. Mastracci, Seung-Bum Yang
      Pages 555-576
  7. Back Matter
    Pages 577-639

About this book


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. 


Holistic Approach to the Public Service emotional labor Public Management Comparative Public Administration Public Administration Theory public management reform Empirical data on public sector Australia public service Bolivia public service China public service India public service South Korea public service Parkistan public service Philippines public service Rwanda public service Taiwan public service Thailand public service UK public service US public service Cultural emotional labor

Editors and affiliations

  • Mary E. Guy
    • 1
  • Sharon H. Mastracci
    • 2
  • Seung-Bum Yang
    • 3
  1. 1.School of Public AffairsUniversity of Colorado DenverDenverUSA
  2. 2.Department of Political ScienceUniversity of UtahSalt Lake CityUSA
  3. 3.Department of Public AdministrationKonkuk UniversitySeoulKorea (Republic of)

Bibliographic information

  • DOI
  • Copyright Information The Editor(s) (if applicable) and The Author(s) 2019
  • Publisher Name Palgrave Macmillan, Cham
  • eBook Packages Economics and Finance
  • Print ISBN 978-3-030-24822-2
  • Online ISBN 978-3-030-24823-9
  • Buy this book on publisher's site