Abstract
![CDATA[This paper investigates the responses of call centre employees to demands that they manage their emotional reactions to customers. It explores both why and how management seeks to regulate the emotional aspects of customer service. The paper analyses why workers at three call centres enjoyed customer service and endeavoured to enhance its importance, whilst at the same time knowing it to be emotionally wearing and, at times, morally dubious. In particular, the paper examines how workers accommodated or resisted their employers' attempts to extract emotional labour and the 'aesthetic' skills workers utilised in performing their work and/or resisting or accommodating aspects of it.]]
| Original language | English |
|---|---|
| Title of host publication | Teaching, Learning and Research in Institutions and Regions: Proceedings of the 5th Annual Conference of the Pacific Employment Relations Association: PERA 2005 |
| Publisher | Pacific Employment Relations Association |
| Number of pages | 16 |
| ISBN (Print) | 0975013165 |
| Publication status | Published - 2005 |
| Event | Pacific Employment Relations Association. Conference - Duration: 15 Nov 2010 → … |
Conference
| Conference | Pacific Employment Relations Association. Conference |
|---|---|
| Period | 15/11/10 → … |
Keywords
- call centers
- employees
- training of
- customer services
- psychological aspects
- emotions