Inbound Call Centers and Emotional Dissonance in the Job Demands – Resources Model

Background: Emotional labor, defined as the process of regulating feelings and expressions as part of the work role, is a major characteristic in call centers. In particular, interacting with customers, agents are required to show certain emotions that are considered acceptable by the organization,...

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Detalles Bibliográficos
Autores principales: Molino, Monica, Emanuel, Federica, Zito, Margherita, Ghislieri, Chiara, Colombo, Lara, Cortese, Claudio G.
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Frontiers Media S.A. 2016
Materias:
Psychology
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4964799/
https://www.ncbi.nlm.nih.gov/pubmed/27516752
http://dx.doi.org/10.3389/fpsyg.2016.01133

Internet

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4964799/
https://www.ncbi.nlm.nih.gov/pubmed/27516752
http://dx.doi.org/10.3389/fpsyg.2016.01133

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