Chih-Wei Hsieh

Bio: Chih-Wei Hsieh is an academic researcher from City University of Hong Kong. The author has contributed to research in topics: Emotional labor & Public service motivation. The author has an hindex of 13, co-authored 37 publications receiving 592 citations. Previous affiliations of Chih-Wei Hsieh include University of Arizona & University of New Mexico.

Performance Outcomes The Relationship Between Managing the “Heart” and Managing Client Satisfaction

Abstract: Recent appreciation for emotional labor draws attention to employees who work “with heart” to deliver public services. This article reports an investigation of the relationship between emotional la...

Motivational Bases and Emotional Labor: Assessing the Impact of Public Service Motivation

Abstract: Emotional labor has become an important topic in the study of organizational behavior, but no research has examined how it is affected in individuals’ motivational bases. Public administration scholars have started to study this concept, but empirical studies are still in their infancy. Focusing on a particular type of motivational base—public service motivation (PSM), this article assesses how PSM and its three dimensions (attraction to policy making, commitment to public interest, and compassion) affect two common emotional labor activities (surface acting and deep acting). Using data from a survey of certified public management students, the results show that PSM is negatively associated with surface acting and positively associated with deep acting. Among the PSM dimensions, attraction to policy making is positively associated with surface acting; compassion is negatively associated with surface acting and positively associated with deep acting; and commitment to public interest is not associated with surface acting or deep acting.

Burnout Among Public Service Workers: The Role of Emotional Labor Requirements and Job Resources

Abstract: Current literature remains inconclusive regarding the adverse impact of emotional labor requirements on burnout. To address the discrepancy, this study revisited this relationship as well as invest...

Consequences of Work-Related Emotions: Analysis of a Cross-Section of Public Service Workers

Abstract: In this article we investigate the influence of emotional labor on job satisfaction and burnout across a range of public service occupations. While prior studies in this genre have primarily focused on human services, occupations in this analysis range from routine clerical interactions to emotionally intense first-responder jobs. Despite this range, structural equation modeling shows that (a) emotion work increases job satisfaction as well as burnout; (b) emotive skills lead to an upsurge in job satisfaction and are inversely associated with burnout; and (c) the deleterious effect of emotional labor mainly occurs not with its performance, per se, but when workers must fake their feelings. It is this circumstance that produces an elevated risk of burnout.

Fostering public service motivation through workplace trust: evidence from public managers in taiwan

Abstract: The existing literature addressing antecedents of public service motivation (PSM) focuses on personal predisposition and institutional shaping. The authors offer a focus that differs from previous studies, arguing that workplace trust as a result of human interaction and personal choice has a bearing on PSM. It is postulated that public managers' trust in citizens, trust in colleagues, and trust in agency leaders enhance their PSM. The authors test this proposition by using data collected from middle managers working in the Taiwan central government and it receives strong support. This study brings trust into the study of PSM, facilitates interdisciplinary dialogues, and thus helps make PSM a type of knowledge that pushes back the boundaries of public administration.

The knowledge-creating company : how Japanese companies create the dynamics of innovation

Abstract: How has Japan become a major economic power, a world leader in the automotive and electronics industries? What is the secret of their success? The consensus has been that, though the Japanese are not particularly innovative, they are exceptionally skilful at imitation, at improving products that already exist. But now two leading Japanese business experts, Ikujiro Nonaka and Hiro Takeuchi, turn this conventional wisdom on its head: Japanese firms are successful, they contend, precisely because they are innovative, because they create new knowledge and use it to produce successful products and technologies. Examining case studies drawn from such firms as Honda, Canon, Matsushita, NEC, 3M, GE, and the U.S. Marines, this book reveals how Japanese companies translate tacit to explicit knowledge and use it to produce new processes, products, and services.