01970nam a2200361 a 4500001001200000003000800012006001900020007001500039008004100054010001700095020004300112020002700155040002100182035002100203043001200224050002900236082002000265100003300285245015100318260004000469300002500509504005100534505051000585533015201095650006901247650003801316655002901354700003101383700003201414710001701446856012601463999001901589ebr10498103CaPaEBRm        u        cr cn|||||||||110218s2012    nyua    sb    001 0 eng d  z  2011005568  z9780765625182 (hardcover : alk. paper)  z9780765625205 (e-book)  aCaPaEBRcCaPaEBR  a(OCoLC)753700911  an-us---14aHD5713.6.U54bM37 2012eb04a363.34068/12221 aMastracci, Sharon H.,d1968-10aEmotional labor and crisis responseh[electronic resource] :bworking on the razor's edge /cSharon H. Mastracci, Mary E. Guy, Meredith A. Newman.  aArmonk, N.Y. :bM.E. Sharpe,c2012.  axvii, 173 p. :bill.  aIncludes bibliographical references and index.0 aEmotional 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.  aElectronic reproduction.bPalo Alto, Calif. :cebrary,d2011.nAvailable via World Wide Web.nAccess may be limited to ebrary affiliated libraries. 0aPublic service employmentzUnited StatesxPsychological aspects. 0aCrisis managementzUnited States. 7aElectronic books.2local1 aGuy, Mary E.q(Mary Ellen)1 aNewman, Meredith A.,d1949-2 aebrary, Inc.40uhttp://site.ebrary.com/lib/rucke/Doc?id=10498103zAn electronic book accessible through the World Wide Web; click to view  c132297d132297