부산대학교 도서관

Service work requires extensive amounts of emotional labor. This paper will explore this issue by examining performance appraisal instruments used to evaluate work performance in public service organizations. The research questions are: 1) To what extent has emotional labor become recognized as an effective workplace skill? 2) Do performance appraisal instruments measure emotive skills? To answer these questions, we will perform an interpretive analysis of employee performance evaluation instruments and processes. Particular emphasis is placed on emotive skill constructs established in previous analyses, including negotiating skills, diplomacy, caring, empathizing, enabling cooperation, and fostering teamwork. The analysis of results will be used to spur additional research into this newly recognized aspect of public service work. [ABSTRACT FROM AUTHOR]