IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-3-030-24823-9_19.html
   My bibliography  Save this book chapter

The UK

In: The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service

Author

Listed:
  • Sharon H. Mastracci

    (University of Utah)

  • Ian Tyler Adams

    (University of Utah)

  • Ning Kang

    (University of Manchester)

Abstract

The story of postwar government in the UK is a story of serial reform. From a twentieth-century welfare state, to New Public Management reforms, to New Labour and its reliance on nonprofits, to the Brexit era, the nation has sought one system after another as a means to provide efficient, effective services in a way that resonates with a difficult-to-satisfy populace. The most durable inheritance from the market-based reforms that began in the 1980s has been the perceptual switch from citizen to customer. The twenty-first century-public servant performs within a hybrid form of neoliberal ideology and consumerist discourse that manifests itself through managerialism. Citizens see themselves as consumers and government as seller. This perception may account for the lack of a relationship between authentically engaging in emotional labor and job outcomes. Perhaps there is less identity with the job itself than would be the case if the citizen–state encounter were more meaningful than a simple customer-seller exchange.

Suggested Citation

  • Sharon H. Mastracci & Ian Tyler Adams & Ning Kang, 2019. "The UK," Springer Books, in: Mary E. Guy & Sharon H. Mastracci & Seung-Bum Yang (ed.), The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service, chapter 0, pages 423-453, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-24823-9_19
    DOI: 10.1007/978-3-030-24823-9_19
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-3-030-24823-9_19. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.