This study empirically identifies the dimensions and initiates the development of a measure
of emotional labor. Phase 1 of this project generated items for an exploratory questionnaire�…

A number of researchers have examined the conditions under which individuals perform
emotional labor and the effects of such labor on psychological well-being. Much of this�…

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�…

Scholars of public organizations have begun to emphasize emotional labor in studies of
gender in the workplace, finding that the skills women bring to organizations are often�…

Burnout among police officers is a well-documented phenomenon, with police exhibiting
significantly rates significantly higher than other occupations. This is not surprising�…

Service organizations are encouraged to consider the manner in which employees perform
at the customer/front‐line employee interface, as a means to gain competitive advantage�…

The modern workplace is often thought of as cold and rational, as no place for the
experience and expression of emotions. Yet it is no more emotionless than any other aspect�…

Mentoring plays a key role in whether a professional reaches the highest echelons of
corporate rank and authority. Studies indicate that the most profitable companies today have�…

Offering a fascinating account of the development of women police over the past twenty
years, this book refers to the author's extended research in India to examine how the Indian�…

In an era when greater responsiveness is required of government workers, the authors test
whether there is a blind spot in employee performance appraisals that prevents rewarding�…