TY  - BOOK
AU  - Mastracci, Sharon H.,
AU  - Guy, Mary E.
AU  - Newman, Meredith A.,
TI  - Emotional labor and crisis response: working on the razor`s edge 
SN  - 9780765625182 (hardcover : alk. paper)
AV  - HD5713.6.U54 M37 2012
U1  - 363.340681 
PY  - 2012///
CY  - Armonk, N.Y.
PB  - M.E. Sharpe
KW  - Public service employment
KW  - Psychological aspects
KW  - United States
KW  - Crisis management
N1  - Includes bibliographical references and index; Emotional labor as public good and the state as harbor of refuge -- A blind spot in public administration theory -- but not in practice -- Human capital issues -- Communicating competence and cultivating trust -- Who gets the blame? Who gets the credit? Government responsiveness and accountability -- Of the people : legitimacy, representativeness, and the difference that gender makes -- Professional standards and discretion in crisis response -- Reflections on the why, how, and what of emotional labor
ER  -