1. Open Access Kent State
  2. What Library Managers Should Know about Emotional Labor
Author(s)
Abstract

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
Format
Article
Identifier(s)
10.1080/01616846.2014.910720
Publication Date
2014-01-01
Publication Title
Public Library Quarterly
Volume
33
Issue
2
First Page
95
Last Page
107
Keywords
Subject
Community
iSchool
Permalink https://oaks.kent.edu/slispubs/60
Matteson, M., & Miller, S. (2014). What Library Managers Should Know about Emotional Labor. Public Library Quarterly. https://doi.org/10.1080/01616846.2014.910720
Matteson, Miriam, and Shelly Miller. 2014. “What Library Managers Should Know about Emotional Labor”. Public Library Quarterly. https://doi.org/10.1080/01616846.2014.910720.
Matteson, M., and S. Miller. What Library Managers Should Know about Emotional Labor. Public Library Quarterly, 1 Jan. 2014, doi:10.1080/01616846.2014.910720.