IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-3-030-24823-9_7.html
   My bibliography  Save this book chapter

Understanding Emotional Labor in Situational Contexts: How Mistreatment Matters

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

Author

Listed:
  • Chih-Wei Hsieh

    (City University of Hong Kong)

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.

Suggested Citation

  • Chih-Wei Hsieh, 2019. "Understanding Emotional Labor in Situational Contexts: How Mistreatment Matters," 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 149-171, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-24823-9_7
    DOI: 10.1007/978-3-030-24823-9_7
    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_7. 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.