IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-3-030-24823-9_22.html
   My bibliography  Save this book chapter

From Data Dashboards to Human Hearts

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

Author

Listed:
  • Sharon H. Mastracci

    (University of Utah)

  • Mary E. Guy

    (University of Colorado Denver)

Abstract

The purpose of this chapter is to trace trends in government reforms, to connect them to public administration theory, and to explain why emotional labor should be integrated into theory and practice. Three main phases are described. First is reliance on bureaucratic processes, second is reliance on market mechanisms, and third is reliance on collaborations across multiple entities. Attempts to preserve the best of the first two phases—the scale and predictability of bureaucracy with the responsiveness and agility of the market—while adding an emphasis on service and attention to the citizen–state encounter, characterize the third phase. As governments use organizations and networks to address public problems, the importance of responsiveness, co-production, and citizen engagement demands emotive competencies. Easily measured “things” stop short of comprehending the wholeness that public administration seeks to achieve. Emotional labor is foundational to effective public service delivery, and it is time for public administration theory to embrace it.

Suggested Citation

  • Sharon H. Mastracci & Mary E. Guy, 2019. "From Data Dashboards to Human Hearts," 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 511-533, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-24823-9_22
    DOI: 10.1007/978-3-030-24823-9_22
    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_22. 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.