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| Author: | Koskina, A. Keithley, D. |
| Title: | Emotion in a call centre SME: a case study of positive emotion management |
| Journal: | European Management Journal
2010 : JUN, VOL. 28:3, p. 208-219 |
| Index terms: | Greece small and medium-sized enterprises (SMEs) case studies telecommunication call centres customers service working conditions |
| Freeterms: | emotional labour emotion management |
| Language: | eng |
| Abstract: | Based on a case study of customer service representatives (CSRs) of call centres within one small-to-medium sized enterprise (SME) in the telecommunications sector of Greece, this study challenges the 'vocal sweatshop' image, building up a different type of story about call centres. Explored is the nature of emotion management in the workplace by looking at the context and control of emotional performances and the conditions guiding positive work feelings. The findings illustrate the ways in which supportiveness, caring and nurturance are entangled to form a 'humane' and 'understanding' workplace. Indicated is a call centre environment where work feelings are expressed as philanthropic emotions, emerging from the mutual social exchange. |
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