IMPACTS OF EMOTIONAL LABOR ON ANTI-PRODUCTIVE BEHAVIOUR AND THE RELATIONSHIP BETWEEN SOCIAL LOYALTY: AN APPLICATION IN THE CALL CENTER
DUYGUSAL EMEĞİN ÜRETKENLİK KARŞITI DAVRANIŞA ETKİSİ VE SOSYAL BAĞLILIK İLİŞKİSİ: ÇAĞRI MERKEZİNDE BİR UYGULAMA

Author : Sevda DEMİR -- Ömer Okan FETTAHLIOĞLU - Tuba BIYIKBEYİ - Bilge GÜLER
Number of pages : 421-434

Abstract

Emotional labor is managing emotions of organization’s workers within the rules of the organization. In call centers, which is a member of service industry, high rates of emotional labor is used to provide relax and stres-free atmosphere for customers, during continuous phone calls. I

Keywords

Emotional Labor, Counterproductive Work Behaviors, Social Connectedness

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