emotional labor of civil servants as a resource for the development of a client-centered state

The transition to a client-centered model of public administration requires the formation of a culture of customer experience management. the article proves the assumption that the new model of governance requires civil servants to perform emotional labor. a study of the declaration and standards of client-centeredness that govern the state-citizen relationship confirms that emotion management is becoming a conscious part of public service. it is concluded that it is necessary to measure the emotional work of civil servants and to implement educational programs that form competencies that affect the success of the implementation of a client-centered management culture.