Understanding Emotional Labor in Situational Contexts: How Mistreatment Matters

Chih-Wei Hsieh ()
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Chih-Wei Hsieh: City University of Hong Kong

Chapter Chapter 7 in The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service, 2019, pp 149-171 from Springer

Abstract: Abstract Contextual elements affect the process and outcome of public service encounters. This chapter sheds light on the situational dynamics of the worker–citizen interaction. Based on two behavioral principles—the moral base of benevolence and the norm of reciprocity—hypotheses are tested in seven nations to reveal how workers’ attitudes toward their job, their view of their own ability to perform, and their trust in citizens, are affected when they are treated abusively by citizens. Although there are variations between countries, overall findings show that workers have lower job satisfaction, less trust in citizens, and feel less capable of managing the emotive aspects of their jobs when the citizens they serve are disrespectful.

Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-24823-9_7

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DOI: 10.1007/978-3-030-24823-9_7

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