@article{ref1,
title="Client Contact and Emotional Labor",
journal="Work and occupations",
year="2002",
author="Lively, Kathryn J.",
volume="29",
number="2",
pages="198-225",
abstract="This article examines the effect of client contact on the emotional labor performed by paralegals employed in both consumer- and commercial-oriented law firms. Consumer-oriented law refers to specialties that deal primarily with the interests of corporations. The consumer-oriented paralegals in this study identified three themes in their interactions with clients that increased their likelihood of engaging in emotional labor: the clients' emotional states, clients' lack of knowledge regarding legal proceedings, and their own roles as organizational buffers. Whereas consumer-oriented paralegals are held to a higher standard of emotional labor performed for the benefit of clients, their increased level of substantive involvement may, in fact, release them from the emotional labor that commercial-oriented paralegals are required to perform for the benefit of attorneys.<p />",
language="",
issn="0730-8884",
doi="10.1177/0730888402029002004",
url="http://dx.doi.org/10.1177/0730888402029002004"
}