Emotional labour in customer service work roles
Customer Expectations of Employee Emotional Labour in Service Relationships
... a service relationship would have been too large and too complex a problem to resolve, if all the aspects of EL were to be ...Positivist work allows for the flaws and gaps to be highlighted well, which can ...
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The effect of emotional labour on work satisfaction and emotional display behaviour
... in service quality, particularly in the way its employees provide service and express ...of service due to the nature of their job that requires them to interact directly with the ...of ...
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An Organisational Study on the Effects of Intrinsic Customer Service Demands: A Perspective from Emotional Labour Theory
... intrinsic labour demands as against its appropriate necessities within a call centre ...the emotional labour theory, enquires were made about general outcomes experienced from conforming to ...
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Emotional Labour and Burnout as Predictors of Customer Service Employees Interpersonal Relationships in Ogun State, Nigeria
... Introduction Evidences abound globally (Hammed, A. (1999), Maslach, Leiters & Jackson (1997) that workers in organizations, especially where customers are attended to, such as government, organizations, ministries, ...
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EMOTIONAL LABOUR IN SERVICE INDUSTRY – SOME REFLECTIONS
... research work pertaining to the recent developments & practices in the areas of Com- puter Science & Applications; Commerce; Business; Finance; Marketing; Human Resource Management; General Management; ...
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Emotional Intelligence, Emotional Labour and Organisational Citizenship Behaviour in service environments
... the service industry and that assessments of service quality are often predicated on ...a service employee plays a role in defining their judgement of service quality (Galli and Zammuner, ...
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The Roles of Customer Expectation and Emotion in Service Experience
... It is very convenient for me to quickly to search the exhibitors. I can also search the information of exhibitors, product and some activities. I had taken part in the TAISPO exhibition in 2004 and this time I feel more ...
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Emotional Labour in the Global Context: The Roles of Intercultural and Intracultural Service Encounters, Intergroup Anxiety, and Cultural Intelligence on Surface Acting
... 87 2007) in addition to obtaining higher work performance scores by supervisors (Ang et al., 2007), results of this study showed that behavioural CQ was also related to increased surface acting in intercultural ...
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Understanding the Impact of Perceived Customer Power on Motives and Outcomes of Emotional Labour
... emotional labour causing burnout is emotional dissonance (Morris & Feldman, 1996; Zapf, 2002) followed by stressful interaction between employees and customers (Dormann & Zapf, ...different ...
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Effects of “emotional text” on Online Customer Service Chat
... We are only just beginning to understand the factors that shape how individuals form impressions of others via CMC. Early researchers viewed CMC as a limited communications medium because salient verbal and behavioral ...
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Managing Emotional Labour in Service Encounters in Healthcare Occupation in Bangladesh
... undertaking emotional labour which helps us to understand and sa- tisfy the customer needs, alongside the use of aesthetic skills to look good and sound ...that emotional labour and ...
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Conceptualizing emotional labour, interaction quality and service continuity connections
... of Emotional Labour: Customer Perspective The evolution of EL has been widely studied from an organizational and employee ...However, customer expectations of EL have not been explicitly ...
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Aesthetic labour, emotional labour and masculinity
... interactive service work is seen through the lenses of emotional labour, but note that this approach elides two key aspects; employee corporeality and the sexualization of employees, despite ...
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Invisible Hours: Social Service Work and Unpaid Labour
... social service workers, individuals in British Columbia who are employed in a position where they provide support for individual clients’ mental, emotional and social welfare over an extended period of ...
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The Roles of Information Technology in Customer Relationship Performance, Employee User Satisfaction, Service Quality and Customer Satisfaction
... 28 can be translated into user satisfaction, and affect their attitude toward the tool and ultimately, the service performance. When the use of information systems, such as CRM, are mandatory, the degree of user ...
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Does emotional regulation training work during angry service encounters?
... the service firm, for increasing customer retention, reducing negative word of mouth, as well as healthier and happy employees, all of which can only improve the bottom ...is service firms' devote ...
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Does emotional regulation training work during angry service encounters?
... Relationships & Networks Special Session 2 Chair Ian Phau Tony Ward Stephan Dann Kate Westberg Michael Volkov Richard Fletcher Katherine Mizerski Cynthia Webster Kerrie Bridson Christopher Medlin Ujwal Kayande 1400 Guilt ...
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Does emotional regulation training work during angry service encounters?
... the service firm, for increasing customer retention, reducing negative word of mouth, as well as healthier and happy employees, all of which can only improve the bottom ...is service firms' devote ...
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Disentangling the Differential Roles of Warmth and Competence Judgments in Customer-Service Provider Relationships
... of service providers, prior research remains ambiguous about which dimension is more ...frame- work that clarifies this ambiguity and explains whether, when, and why warmth or competence takes precedence ...
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A Study on Customer Orientation as Mediator between Emotional Intelligence and Service Performance in Banks
... to; emotional intelligence and the service performance and the mediation ability of customer orientation in the relationship between EI and service performance of the bank ...constitutes ...
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