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010   $a9786613268969
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035   $a(OCoLC)751694601
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100   $a20110218d2012      uy             0
101 0 $aeng
135   $aurcn|||||||||
181   $ctxt
182   $cc
183   $acr
200 10$aEmotional labor and crisis response$b[electronic resource] $eworking on the razor's edge /$fSharon H. Mastracci, Mary E. Guy, Meredith A. Newman
210   $aArmonk, N.Y. $cM.E. Sharpe$d2012
215   $a1 online resource (193 p.)
300   $aDescription based upon print version of record.
311   $a0-7656-2518-0 
320   $aIncludes bibliographical references and index.
327   $aEmotional 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.
330   $aThe authors of the award-winning Emotional Labor now investigate how that book's concepts are actually applied in public service delivery, focusing on crisis responders who work in the most emotionally demanding situations. Emotional Labor and Crisis Response goes inside the stressful world of suicide, rape, and domestic hotline workers, EMTs, triage nurses, and agency/department spokespersons who are the initial faces of the organization and who deal with the public immediately following crises. The authors explore how these public servants interpret unwritten ""feeling rules,"" and how they
606   $aPublic service employment$zUnited States$xPsychological aspects
606   $aCrisis management$zUnited States
608   $aElectronic books.
615  0$aPublic service employment$xPsychological aspects.
615  0$aCrisis management
676   $a363.34068/1
700   $aMastracci$b Sharon H.$f1968-$0847234
701   $aGuy$b Mary E$g(Mary Ellen)$0115269
701   $aNewman$b Meredith A.$f1949-$0904034
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910461461003321
996   $aEmotional labor and crisis response$92020990
997   $aUNINA