Journal ArticleDOI
Doing Emotional Labour The Experiences of Indian Call Centre Agents
Premilla D'Cruz,Ernesto Noronha +1 more
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TLDR
A qualitative study undertaken in Bangalore and Mumbai, India, on subjective work experiences of call centre agents uncovered four major themes addressing agents' perceptions of and responses to emotional labour demands as discussed by the authors.Abstract:
A qualitative study undertaken in Bangalore and Mumbai, India, on subjective work experiences of call centre agents, uncovered four major themes addressing agents’ perceptions of and responses to emotional labour demands. These include reorienting self, balancing expectations, neutralizing stress and humouring irate customers. The findings further our understanding by highlighting the presence of normative control, the relevance of dispositional factors, the implications of coping mechanisms and the complexities introduced by global outsourcing.read more
Citations
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Linking emotional dissonance and organizational identification to turnover intention and emotional well‐being: A study of medical representatives in India
TL;DR: In this paper, the authors examined the relationship of organizational identification and emotional dissonance with turnover intention and well-being among a sample of 468 medical representatives in the Indian pharmaceutical industry.
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Aesthetic and emotional labour through stigma: national identity management and racial abuse in offshored Indian call centres
TL;DR: This paper examined the emotional complexities and stresses associated with national identity management (accent modification, the use of western pseudonyms and location masking) and customer-instigated racial abuse in offshored Indian call centres.
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The impact of call centre stressors on inbound and outbound call‐centre agent burnout
Michel Rod,Nicholas J. Ashill +1 more
TL;DR: In this paper, the authors draw on various models of burnout and test hypotheses relating to anticipated differences in the burnout process between inbound versus outbound call centre agents by comparing the magnitude of the relationships in the sequence of customer stressors → emotional exhaustion → depersonalization → reduced personal accomplishment.
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Linkage between perceived external prestige and emotional labor: Mediation effect of organizational identification among pharmaceutical representatives in India
TL;DR: In this paper, the authors examined the linkage between perceived external prestige and emotional labor strategies among the pharmaceutical representatives in India, drawing from the social comparison theory and social identity theory, the study showed that perceived externally prestige influences employees' emotional labour strategies directly as well as through organizational identification.
Journal ArticleDOI
Is Empathy Effective for Customer Service? Evidence From Call Center Interactions
TL;DR: This paper examined the nature and value of empathic communication in call center dyads and found that attentive and cognitive responses could engender highly positive responses although customers' need for them varied tremendously.
References
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Journal ArticleDOI
Basics of Qualitative Research
Book
Designing Qualitative Research
TL;DR: In this article, the authors present an approach for recording, managing, and analyzing data in the context of qualitative research, defending the value and logic of research, and managing time and resources.
Book
Basics of qualitative research
TL;DR: The basics of qualitative research can be found in this article, where the authors introduce the concept of basic qualitative research (BQR) and basic of qualitative analysis (QA).
Journal ArticleDOI
A meta-analytic examination of the correlates of the three dimensions of job burnout.
Raymond T. Lee,Blake E. Ashforth +1 more
TL;DR: This meta-analysis examined how demand and resource correlates and behavioral and attitudinal correlates were related to each of the 3 dimensions of job burnout, finding that emotional exhaustion was more strongly related to the demand correlates than to the resource correlates.
Book
The Managed Heart
TL;DR: In this paper, the authors explain how the forest service socializes firefighters to understand risk and evaluate the degree to which firefighters accept this socialization process, demonstrating that they are trained to view firefighting as an activity dangerous only for the incompetent and explores how this position holds up when confronted with the death of a firefighter.