User:MorganMoore14/sandbox

3318 Annotated Bibliography

1) Medler-Liraz, H., & Seger-Guttmann, T. (2015). The Relationship Between Emotional Labor Strategies, Service Provider Hostility, and Service Quality. Services Marketing Quarterly, 36(3), 210-225.

This article is about how employees choose to use their emotions. It also talks about what happens when people suppress their emotions for too long at work. It defines two different version of emotions that have been seen and used by employees. They are surface acting and deep acting. I believe this article will be good for our Wikipedia page because it will help us understand why we act the way we do around customers and how our attitudes and emotional all tie together in our work.

2)Hur, WM, TW Moon, and YS Jung. 2015. "Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction." Journal Of Services Marketing 29, no. 1: 71-80. Social Sciences Citation Index, EBSCOhost (accessed October 14, 2015).

This article was based on a study done to show how emotional labor relates to the customer satisfaction outcomes. It talked about how the simplest thing such as smiling makes a difference. It also talked about other factors that influence your emotions such as the work place environment and the manager’s relationship with the employee. I think this will valuable information to include because it not only talks about customer satisfaction it talks about the employee’s satisfaction at the workplace.

3)Geng, Z., Liu, C., Liu, X., & Feng, J. (2014). The effects of emotional labor on frontline employee creativity. International Journal Of Contemporary Hospitality Management, 26(7), 1046-1064. doi:10.1108/IJCHM-12-2012-0244

This is another study done on frontline employees. It shows how surfacing acting and deep acting are related with different kinds of jobs. The research went about two different approaches. The first one was employee outcomes and the second one was psychological consequences. I think this pierce of research will be good because it’s not only about employees in an office type setting, it’s about the frontline employees who deal with customers on a daily basis.

4)LJUNGHOLM, D. d. (2014). THE ROLE OF EMOTIONAL LABOR IN THE DELIVERY OF PUBLIC SERVICES. Review Of Contemporary Philosophy, 1311-16.

This resource is about how pubic service employees use emotions to make important decisions based on the citizen’s needs. It goes into detail about how men and women make different decisions. It also talks about how discrimination is a big part of emotional labor, and how emotional labor is a big part of the public sector. This resource is mostly about women and how they utilize emotional labor in their workplace.

5)Sloan, M. (n.d). The Consequences of Emotional Labor for Public Sector Workers and the Mitigating Role of Self-Efficacy. American Review Of Public Administration, 44(3), 274-290.

This article talks about how workers should create a fake emotional display and how it effects their job satisfaction and how it effects the worker psychologically. It talks about ways to overcome this side effects of the fake display by collecting data from workers in the public service. The data collected was the relationship with emotional labor and the workers well-being. This source will be helpful because it is very informative about the real side effects that emotional labor can have on somebody.

3316 Annotated Bibliography

1)Sampford, C. G., Preston, N., & Bois, C. (1998). Public sector ethics [electronic resource] : finding and implementing values / edited by Charles Sampford and Noel Preston with C-A Bois. Leichhardt, NSW : Federation Press ; London ; New York : Routledge, 1998.

This resource is about how ethical values have been questioned in the past of the United States. It is also about how there are still concerns today about the ethics in the public sector and how to tie into laws being made. This resource is mostly based on the research done on two different kinds on contributors to ethics. The first one being Engaged academics and the second, reflective practitioners. I think this is a useful reading because it shows how ethics has shaped us and how there is still much research to be done on it.

2)TOMESCU, M. m., & POPESCU, M. a. (2013). ETHICS AND CONFLICTS OF INTEREST IN THE PUBLIC SECTOR. Contemporary Readings In Law & Social Justice, 5(2), 201-206.

This article is about how to get a better understanding of ethical decisions and trust. It also talks about how integrity of leaders is big in organizations when it comes to decision making. It examines how these working choose to make these ethical decisions and the outcomes of them. This is a good article because it mostly talks about how the leaders of organization have a huge role to play when it comes to making ethical decisions.

3)Agheorghiesei, D. T. (2015). Ethics and Responsibility in Public Management. Social Work Review / Revista De Asistenta Sociala, 14(2), 103-112.

This article talks about how managers and public servants have to always make the right decisions. Working in the public sector is about serving the people and what they think is best for them. It talks about how they try to make it easy for people to get a better understanding on how that decision was made and why it was made. This is a good article for our page because it talks more about how the people are effected by the servant’s ethical decisions.

4)Perkumienė, D., & Raupelienė, A. (2008). Ethics and Working Culture of Employees in the Public Sector. Management Of Organizations: Systematic Research, (46), 99-116.

This resource is about how workers in the public sector are faced with problems every day. They deal with many of others people’s problems and they have to help them understand and inform them on government decisions. It also talks about the relationships between employees and the communication. I think this is good because we already have the people’s perspective on ethical decisions and now we have the employee’s perspective.

5)LJUNGHOLM, D. d. (2015). ETHICAL VALUES IN THE PUBLIC SECTOR. Review Of Contemporary Philosophy, 1457-62.

This paper is about how actors in the public sector go about making decisions and the process they go through. It mentions the behavioral norms of workers in the public sector and the making of their ethical values. It also talks about how ethics goes hand in hand with good conduct. I like this article because it talks more about the behavioral side of ethics in the public sector and how one might act.