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Research On Emotional Labor Management Questions Of The Front-line Staff In Public Service

Posted on:2016-09-25Degree:MasterType:Thesis
Country:ChinaCandidate:Q Y SuiFull Text:PDF
GTID:2296330461475986Subject:Administrative Management
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In recent years, with the new public management thought and service-oriented government philosophy prevalent in our country, the development of local administrative service center on behalf of frontline service for public sector became prosperous. Frontline service highly required on emotional labor to it’s staff but relatively lacked managing strategy on it. As firstly mentioned by Hochschild, an American psychologist, emotional labor has been widely accepted as the third form of human labor distinct from physical and mental one’s. Emotional labor also presented as an essential service form in public frontline service, therefore it has absorbed more and more people’s attention. Although emotional labor has significantly connected to public frontline service, the staff of it was lacked of appropriate management strategies. Therefore, the research on emotional labor management issues of the staff on the public frontline service was urgent and necessary, and it also related to the increase of public service level in the grassroots and citizen’s satisfaction.This study was started from the effort to distinguish the concept of emotional labor management and put forward two levels of personal management level and organizational management level to consider the emotional labor management on public frontline service. Among them, personal management level included surface-playing, deep-playing and natural expression; organizational management level included human resource management in shallow and organizational culture establishment in depth. Subsequently, based on the results of field research on the County D Administrative Service Center this study analyzed the current situation as well as existing problems of the emotional labor management in public frontline service from both personal and organizational perspective. Finally, the study proposed feasible countermeasures for the emotional labor management in the public frontline service from two different angles of individual and organizational.
Keywords/Search Tags:Public frontline service, Emotional labor management, Problems, Countermeasures
PDF Full Text Request
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