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Emotional Labor as Public Good and the State as Harbor of Refuge (Chapter…
Emotional Labor as Public Good and the State as Harbor of Refuge (Chapter 1)
Emotional Labor
how
How public servants exerted emotional labor was beyond the scope of our earlier research
Crisis response is a uniquely fertile context within which to study the “how” of emotional labor
why: Emotion Regulation and Cognitive Performance
what
erformance of emotional labor need not lead to burnout
Emotional labor is part of an occupation, not simply something that a person brings to the job (or not)
at varying levels of intensity, it plays a role in nearly all government jobs
Agencies can screen, train, retrain, and evaluate employees on the quality of emotional labor that they exercise on the job
Public Goods and Services
government’s responsibility to produce and provide
Emotioanl labor is essential to the delivery of public services, but government reform efforts increasingly treat public goods and services like those of the private sector
obscure the importance of emotional labor
reform efforts emphasizing efficiency and cost can result in bad governance
the goal of welfare
Reducing the number of people receiving welfare?
countable
reducing laudable policy goals—breaking the poverty cycle and instituting a culture of work—to something countable like the number of welfare recipients can and has hurt the very people that the policy is meant to help
Mitigating inequality?
resists quantification
careless quantification also fosters lazy analysis and leads one to overlook the elemental nature of public goods
quantification is not inherently bad, but its limitations are glossed over while its accuracy and objectivity are grossly overstated
The Harbor of Refuge
a harbor of refuge is known to be open to any vessel in distress requiring assistance, regardless of the flag it flies or the doctrines of its native country
Crisis response is a public service
the state is expected to provide services regardless of citizens’ ability to pay
fees for some rescue services have been charged to victims if they are found liable for the situation