• N. Emel GanapatiEmail author
  • Meredith A. Newman


Based on surveys with public service employees, this chapter suggests that the performance of emotional labor has both upsides and downsides in Australia. On the positive side, public service employees receive job satisfaction and personal fulfillment at work when their emotive expressions are sincere as they interact with the public and their co-workers. Moreover, engaging in authentic emotive expression reduces the likelihood of burnout. And, those with higher levels of emotive capacity experience higher levels of job satisfaction. On the other hand, emotional labor contributes to burnout when workers experience emotive dissonance at work. This happens when they must mask how they actually feel in order to display whatever emotion is appropriate for the circumstances.


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© The Author(s) 2019

Authors and Affiliations

  1. 1.Public Policy and AdministrationFlorida International UniversityMiamiUSA
  2. 2.Florida International UniversityMiamiUSA

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