References
- Abraham, R. (1998). Emotional dissonance in organizations: A conceptualization of consequences, mediators and moderators. Leadership & Organization Development Journal, 19(3), 137–146. https://doi.org/10.1108/01437739810210185
- Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88–115. https://doi.org/10.5465/amr.1993.3997508
- Brotheridge, C. M., & Lee, R. T. (2003). Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology, 76(3), 365–379. https://doi.org/10.1348/096317903769647229
- Cho, B., & Moon, M. J. (2019). The determinants of citizens’ preference of policy instruments for environmental policy: Do social trust, government capacity, and state-society relations matter? International Review of Public Administration, 24(3), 205–224. https://doi.org/10.1080/12294659.2019.1643101
- Choi, S. (2019). Breaking through the glass ceiling: Social capital matters for women’s career success? International Public Management Journal, 22(2), 295–320. https://doi.org/10.1080/10967494.2018.1425225
- Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95–110. https://doi.org/10.1037/1076-8998.5.1.95
- Grandey, A. A., & Sayre, G. M. (2019). Emotional labor: Regulating emotions for a wage. Current Directions in Psychological Science, 28(2), 131–137. https://doi.org/10.1177/0963721418812771
- Gross, J. J., & John, O. P. (2003). Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being. Journal of Personality and Social Psychology, 85(2), 348–362. https://doi.org/10.1037/0022-3514.85.2.348
- Guy, M. E. (2019). Expanding the toolbox: Why the citizen-state encounter demands it. Public Performance & Management Review. Advance online publication. https://doi.org/10.1080/15309576.2019.1677255
- Guy, M. E., Mastracci, S. H., & Yang, S.-B. (Eds). (2019). The Palgrave handbook of global perspectives on emotional labor in public service. Springer Nature Switzerland AG.
- Guy, M. E., & Newman, M. A. (2004). Women’s jobs, men’s jobs: Sex segregation and emotional labor. Public Administration Review, 64(3), 289–298. https://doi.org/10.1111/j.1540-6210.2004.00373.x
- Guy, M. E., Newman, M. A., & Mastracci, S. H. (2008). Emotional labor: Putting the service in public service. M.E. Sharpe.
- Harrison, R., & Stokes, H. (1992). Diagnosing organizational culture. Jossey-Bass/Pfeiffer.
- Hochschild, A. R. 1983. The managed heart: Commercialization of human feeling. 20th Anniversary Edition with a New Afterword, 2003. University of California Press.
- Hofstede, G., & Hofstede, G., Jr. (2005). Culture and organizations: Software of the Mind. McGraw-Hill.
- Hsieh, C.-W. (2011). Emotional labor and crisis response: Working on the razor’s edge. International Review of Public Administration, 16(3), 151–154. https://doi.org/10.1080/12294659.2011.10805212
- Hsieh, C.-W. (2014). Burnout among public service workers: The role of emotional labor requirements and job resources. Review of Public Personnel Administration, 34(4), 379–402. https://doi.org/10.1177/0734371X12460554
- Lee, D. W. (2019). Can communication by the government improve trust and reduce risk perception? International Review of Public Administration, 24(3), 190–204. https://doi.org/10.1080/12294659.2019.1645927
- Lee, H. J. (2013). An empirical analysis of the relationship between emotional intelligence and emotion work: An examination of public service employees. International Review of Public Administration, 18(2), 85–107. https://doi.org/10.1080/12294659.2013.10805254
- Lee, H. J. (2019). Republic of Korea. In M. E. Guy, S. H. Mastracci, & S.-B. Yang (Eds.), The Palgrave handbook of global perspectives on emotional labor in public service (pp. 301–319). Springer Nature Switzerland AG.
- Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Occupational Behavior, 2(2), 99–113. https://doi.org/10.1002/job.4030020205
- Mastracci, S. H., Guy, M. E., & Newman, M. A. (2012). Emotional labor and crisis response: Working on the razor’s edge. M.E. Sharpe, Inc.
- Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21(4), 986–1010. https://doi.org/10.5465/amr.1996.9704071861
- Mumby, D. K., & Putnam, L. L. (1992). The politics of emotion: A feminist reading of bounded rationality. Academy of Management Review, 17(3), 465–486. https://doi.org/10.5465/amr.1992.4281983
- Pugliesi, K. (1999). The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being. Motivation and Emotion, 23(2), 125–154. https://doi.org/10.1023/A:1021329112679
- Roh, C.-Y. (2008). Emotional labor and public service: Do we recognize emotional labor in public workplaces? International Review of Public Administration, 13(1), 137–138. https://doi.org/10.1080/12294659.2008.10805117
- Van Maanen, J. (1991). The smile factory: Work at Disneyland. In P. J. Frost, L. F. Moore, M. R. Louis, C. C. Lundberg, & J. Martin (Eds.), Reframing organizational culture (pp. 58–76). Sage Publications.
- Wæraas, A., & Byrkjeflot, H. (2012). Public sector organizations and reputation management: Five problems. International Public Management Journal, 15(2), 186–206. https://doi.org/10.1080/10967494.2012.702590
- Weber, M. (1930). The protestant ethic and the spirit of capitalism. Routledge.
- Yang, S.-B., & Guy, M. E. (2015). Gender effects on emotional labor in Seoul metropolitan area. Public Personnel Management, 44(1), 3–24. https://doi.org/10.1177/0091026014550491
- Young, L. W. L. (1994). Crosstalk and culture in Sino-American communication. Cambridge University Press.
- Yun, J. A., Lee, Y., & Mastracci, S. H. (2019). The moderating effect of female managers on job stress and emotional labor for public employees in gendered organizations: Evidence from Korea. Public Personnel Management, 48(4), 535–564. https://doi.org/10.1177/0091026019829163