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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,...
| Autores principales: | , , , , , |
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| Formato: | Online Artículo Texto |
| Lenguaje: | English |
| Publicado: |
Frontiers Media S.A.
2016
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| Materias: | |
| 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 |