What Library Managers Should Know about Emotional Labor
Public Library Quarterly
emotional labor, work in libraries, training, improvement of library services, work climate, customer service climate, service climate
Library and Information Science
This article presents emotional labor in a library context and offers library managers strategies to minimize the negative effects of emotional labor on both staff and users. The components of emotional labor are explained and a framework of response levels is presented with strategies targeted to each response level: incident, training, supervision, human resources, and organizational culture. The strategies offer library managers some ideas for effectively managing emotional labor in their organizations. Understanding the effects of emotional labor and developing the tools that can offset potential negative outcomes can create a more positive work climate and better customer service.
KEYWORDS emotional labor, work in libraries, training, improvement of library services, work climate, customer service climate, service climate
Matteson, Miriam L. and Miller, Shelly S. (2014). What Library Managers Should Know about Emotional Labor. Public Library Quarterly 33(2), 95-107. doi: 10.1080/01616846.2014.910720 Retrieved from http://digitalcommons.kent.edu/slispubs/60