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Tekijä:Koskina, A.
Keithley, D.
Otsikko:Emotion in a call centre SME: a case study of positive emotion management
Lehti:European Management Journal
2010 : JUN, VOL. 28:3, p. 208-219
Asiasana:Greece
small and medium-sized enterprises (SMEs)
case studies
telecommunication
call centres
customers
service
working conditions
Vapaa asiasana:emotional labour
emotion management
Kieli:eng
Tiivistelmä: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.
SCIMA tietueen numero: 273955
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