The unspoken work of general practitioner receptionists: A re-examination of emotion management in primary care
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References listed on IDEAS
- Arber, Sara & Sawyer, Lucianne, 1985. "The role of the receptionist in general practice: A 'dragon behind the desk'?," Social Science & Medicine, Elsevier, vol. 20(9), pages 911-921, January.
- Sharon C. Bolton & Maeve Houlihan, 2005. "The (mis)representation of customer service," Work, Employment & Society, British Sociological Association, vol. 19(4), pages 685-703, December.
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- Neuwelt, Pat M. & Kearns, Robin A. & Browne, Annette J., 2015. "The place of receptionists in access to primary care: Challenges in the space between community and consultation," Social Science & Medicine, Elsevier, vol. 133(C), pages 287-295.
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KeywordsGP receptionists Emotion management General practice Emotional neutrality Emotion Care English NHS Emotion switching UK;
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