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

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Abstract

Based on surveys with public service employees, this chapter suggests that the performance of emotional labor has both upsides and downsides in Australia. On the positive side, public service employees receive job satisfaction and personal fulfillment at work when their emotive expressions are sincere as they interact with the public and their co-workers. Moreover, engaging in authentic emotive expression reduces the likelihood of burnout. And, those with higher levels of emotive capacity experience higher levels of job satisfaction. On the other hand, emotional labor contributes to burnout when workers experience emotive dissonance at work. This happens when they must mask how they actually feel in order to display whatever emotion is appropriate for the circumstances.

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Authors and Affiliations

  1. Public Policy and Administration, Florida International University, Miami, FL, USA

    N. Emel Ganapati

  2. Florida International University, Miami, FL, USA

    Meredith A. Newman

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Correspondence to N. Emel Ganapati .

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  1. School of Public Affairs, University of Colorado Denver, Denver, CO, USA

    Mary E. Guy

  2. Department of Political Science, University of Utah, Salt Lake City, UT, USA

    Sharon H. Mastracci

  3. Department of Public Administration, Konkuk University, Seoul, Korea (Republic of)

    Seung-Bum Yang

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Emel Ganapati, N., Newman, M.A. (2019). Australia. In: Guy, M.E., Mastracci, S.H., Yang, SB. (eds) The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-030-24823-9_9

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