Emotional Labor in Korean Local Government: Testing the Consequences of Situational Factors and Emotional Dissonance

  title={Emotional Labor in Korean Local Government: Testing the Consequences of Situational Factors and Emotional Dissonance},
  author={Mark Wilding and Kyungjin Chae and Ji Chul Jang},
  journal={Public Performance \& Management Review},
  pages={316 - 336}
ABSTRACT The study of emotional labor in public administration has a strong foundation. Emotional labor scales have been operationalized that measure emotion work, personal efficacy, type of acting, and positive/negative display rules. Less is known about how public employees are affected by the frequency, attentiveness, and variety of emotional display, and by emotional dissonance. A survey of local government employees in South Korea is used to analyze the consequences of these factors for… 
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