From Measuring Results to Managing Relationships
The evidence provided in this book demonstrates that emotional labor is a vital element in public service delivery. It is a universal attribute of the citizen—state encounter, although its effects vary from country to country, based on the unique blend of culture, political dynamics, traditions, and expectations on the part of both citizen and public service professionals. The dynamics that occur in person-to-person interaction are sculpted by context around the globe. For good government to prevail, measurable transactions and outcomes are important, but they cannot supplant the feelings that citizens have for their government and that workers have for citizens. The citizen–state encounter is an exercise in relationship-building, which means that managing relationships is just as important as managing things, and many times, more important.
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