ABSTRACT. Research on emotional labor in organizations, the notion of emotional labor, the outcomes of emotional labor, and the connection between the behavioral feature of job results and emotional labors has yielded fairly consistent findings over the past decade. My aim in this paper is to investigate the substantial awareness of emotions in the workplace, the social construction of emotional labor, the human processes entailed in public service leadership and service delivery, and the character of emotion work. pp. 11–16

Keywords: emotional labor process; public service; organization

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