APPRAISING EMOTION WORK DETERMINING WHETHER EMOTIONAL LABOR IS VALUED IN GOVERNMENT JOBS

MASTRACCI, SHARON H; NEWMAN, MEREDITH A; GUY, MARY E.

ARPA. THE AMERICAN REVIEW OF PUBLIC AMINISTRATION, n.º 2/2006, pág. 123 a 138

1. WHAT IS EMOTIONAL LABOR? 2. LITERATURE REVIEW. 3. JOBS AND EMOTIONAL LABOR. 3. METHOD. 4. FINDINGS FROM ANALYZING PERFORMANCE APPRAISAL INSTRUMENTS. 5. PATTERNS REVEALED. 6. CONCLUSIONS AND DIRECTIONS FOR FURTHER RESEARCH. 7. NOTES 8. REFERENCES.