Behn, R. ( 1994). The big questions of public management. Public Administration Review, 55, 313-324.
2.
Durant, R.F., Girth, A., & Johnston, J. ( 2009). American exceptionalism, human resource management, and the contract state. Review of Public Personnel Administration , 29, 207-29.
3.
Hochschild, A. ( 1983). The managed heart: Commercialization of human feeling . Berkeley: University of California Press.
4.
Kramer, R. ( 2003). Beyond Max Weber: Emotional intelligence and public leadership . In J. Finlay & M. Debicki (Eds.), Proceedings of 10th Annual Conference of Network of Institutes and Schools of Public Administration in Central and Eastern Europe (pp. 126-146). Hanulove, Slovakia.
5.
Langbein, L., & Felbinger, C.L. (2006). Public program evaluation: A statistical guide. Armonk, NY: M.E. Sharpe.
6.
Lipsky, M. ( 1980). Street-level bureaucracy: The critical role of street-level bureaucrats. New York: Russell Sage Foundation.
7.
Maynard-Moody, S., & Leland, S. ( 2000). Stories from the front lines of public management: Street-level workers as responsible actors. In J. L. Brudney , L. J. O’Toole & H. G. Rainey (Eds.), Advancing public management: New developments in theory, methods, and practice. Washington, DC: Georgetown University Press.
8.
Meier, K.J., Mastracci, S.H., & Wilson, K. ( 2006). Gender and emotional labor in public organizations: An empirical examination of the link to performance. Public Administration Review, 66, 899-909.
9.
Nahapiet, J., & Ghoshal, S. ( 1998). Social capital, intellectual capital, and the organizational advantage. Academy of Management Review, 23, 242-266.
10.
Perry, J.L. ( 1996). Measuring public service motivation: An assessment of construct reliability and validity. Journal of Public Administration Research and Theory, 6, 5-22.
11.
Stivers, C. ( 2005). A place like home: Care and action in public administration . American Review of Public Administration, 35, 26-41.