TY  - JOUR
PY  - 2002//
TI  - Client Contact and Emotional Labor
JO  - Work and occupations
A1  - Lively, Kathryn J.
SP  - 198
EP  - 225
VL  - 29
IS  - 2
N2  - 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 /> 
LA  - 
SN  - 0730-8884
UR  - http://dx.doi.org/10.1177/0730888402029002004
ID  - ref1
ER  -