Preparing for Privatisation? Emotion and Client Service in the Public Sector

By Glenda Maconachie.

Published by The Organization Collection

Format Price
Article: Print $US10.00
Article: Electronic $US5.00

This paper explores the use of emotions by workers in a public sector agency as a coping strategy, and its subsequent cooption by management to control worker behaviour and performance.

Keywords: Emotional labour, Customer service, Public sector, Control

International Journal of Knowledge, Culture and Change Management, Volume 5, Issue 2, pp.39-46. Article: Print (Spiral Bound). Article: Electronic (PDF File; 874.005KB).

Dr Glenda Maconachie

Teaches and researches in industrial relations, health and safety, labour history and management. Currently engaged in research in construction industry health and safety.

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