Emotional labor as public good and the state as harbor of refuge
A blind spot in public administration theory
but not in practice
Human capital issues
Communicating competence and cultivating trust
Who gets the blame? Who gets the credit? Government responsiveness and accountability
Of the people : legitimacy, representativeness, and the difference that gender makes
Professional standards and discretion in crisis response
Reflections on the why, how, and what of emotional labor.