The electronic scientific and practical journal
Personality: Resources and Potential
ISSN 2782-4144 (online)
Personality: Resources and Potential
ISSN 2782-4144 (online)
ARTICLE
Научно-практический журнал «Личность: ресурсы и потенциал» | Выпуск №4 (20) 2023
Roslyakova M.V.
Emotional labor of civil servants as a resource for the development of a client-centered state
The transition to a client-centered model of public administration requires the formation of a culture of customer experience management. The article proves the assumption that the new model of governance requires civil servants to perform emotional labor. A study of the declaration and standards of client-centeredness that govern the state-citizen relationship confirms that emotion management is becoming a conscious part of public service. It is concluded that it is necessary to measure the emotional work of civil servants and to implement educational programs that form competencies that affect the success of the implementation of a client-centered management culture.
Key words
• civil service • civil servants • emotional labor • client-centric state • professional development • standard of client-centricity • declaration of client-centricity •
Key words
• civil service • civil servants • emotional labor • client-centric state • professional development • standard of client-centricity • declaration of client-centricity •
Roslyakova Marina Valentinovna
Cand. Sc. (History), Associate Professor at the Department of Management Theory, Ivanovo Branch of the Russian Presidential Academy of National Economy and Public Administration, Ivanovo, Russian Federation
e-mail: strateg.Obl2014@yandex.ru
Cand. Sc. (History), Associate Professor at the Department of Management Theory, Ivanovo Branch of the Russian Presidential Academy of National Economy and Public Administration, Ivanovo, Russian Federation
e-mail: strateg.Obl2014@yandex.ru
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Electronic scientific and practical journal Personality: Resources and Potential ISSN 2782-4144
The journal is registered with the Federal Service for Supervision of Communications, Information Technology and Mass Media: El No. FS77-73 391 dated August 03, 2018.
2025 © FEDM, GSPM, RANEPA
The journal is registered with the Federal Service for Supervision of Communications, Information Technology and Mass Media: El No. FS77-73 391 dated August 03, 2018.
2025 © FEDM, GSPM, RANEPA
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