Mastracci, Sharon H.,  1968- <br/><br/>
Emotional labor and crisis response  working on the razor's edge /  [electronic resource] : 
Sharon H. Mastracci, Mary E. Guy, Meredith A. Newman. 
 - Armonk, N.Y. :  M.E. Sharpe,  2012. 
 - xvii, 173 p. :  ill. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>Emotional 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. 
<br/><br/><br/>Electronic reproduction. <br/>Palo Alto, Calif. : <br/>ebrary, <br/>2011. <br/>Available via World Wide Web. <br/>Access may be limited to ebrary affiliated libraries. 
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<br/><br/><label>Subjects--Topical Terms: </label><br/>Public service employment--Psychological aspects.--United States<br/>Crisis management--United States.
<br/><br/><label>Index Terms--Genre/Form: </label><br/>Electronic books.
<br/><br/><label>LC Class. No.: </label>HD5713.6.U54  / M37 2012eb 
<br/><br/><label>Dewey Class. No.: </label>363.34068/1