‘While you’re there, can you just…’ the emotional labour of role extending in public services

Catherine Needham, Elizabeth Griffiths, Catherine Mangan

Research output: Contribution to journalArticlepeer-review

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Abstract

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.
Original languageEnglish
JournalPublic Money & Management
Early online date18 Nov 2021
DOIs
Publication statusE-pub ahead of print - 18 Nov 2021

Bibliographical note

Publisher Copyright:
© 2021 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group.

Keywords

  • 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

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