Public service professionals are being exhorted to ‘make every contact count’, taking on additional tasks. A case study of the fire service shows that this role extension reduces the mitigating factors helping workers manage emotional labour. Interviews with firefighters engaged in public health work found that role extending was less emotionally intense than emergency response, but evoked more negative emotions—challenging display rules; undermining role preparedness; and creating emotional dissonance. Role extending is not an easy add-on, but requires appropriate training and support.
Bibliographical notePublisher Copyright:
© 2021 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group.
- Emotional labour
- fire service
- public health
- public services
- role extension
ASJC Scopus subject areas
- Business, Management and Accounting(all)
- Sociology and Political Science
- Public Administration