Learning from Cemetery Managers About Citizen–State Encounters and Emotional Labor

Using stories from cemetery managers to make the case, this paper first argues that the emotive component in the citizen-state encounter is as essential, if not more essential, than its cognitive component. This is because emotion creates lasting impressions that are positive or negative. To advance theory building, a holistic framework of the citizen-state encounter is then presented. Data to inform the model were collected through interviews with 35 U.S. municipal cemetery managers, an essential administrative function in local governments. The resulting holistic framework incorporates both affective and cognitive dimensions and accentuates how public officials are the nerve endings of public policy, connecting with the public and bringing government to life. Hypotheses are suggested for testing the model.