Emotion in a call centre SME : (Record no. 37837)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01958naa a2200241uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 0121711520541 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211174253.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 101217s2010 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | KOSKINA, Aikaterini |
| 9 (RLIN) | 43495 |
| 245 10 - TITLE STATEMENT | |
| Title | Emotion in a call centre SME : |
| Remainder of title | a case study of positive emotion management |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxford : |
| Name of publisher, distributor, etc. | Elsevier, |
| Date of publication, distribution, etc. | june 2010 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Much has been written about the negative emotional experiences of customer service representatives (CSRs) within large Anglo-Saxon call centres and very little is known about the potential positive emotions involved in this form of employment. Our research, which is based on a case study of call centre CSRs within one small-to-medium sized enterprise (SME) in the Greek telecommunications sector, challenges the vocal sweatshop image and constructs a different type of story about call centres. We explore the nature of emotion management in this workplace by looking at the context and control of emotional performances and the conditions that would guide positive work feelings. The findings illustrate the ways in which supportiveness, caring and nurturance intertwine to form a humane and understanding workplace. They indicate a call centre environment where work feelings are expressed as philanthropic emotions and emerge from the reciprocal social exchange in the workplace. This paper emphasises the positive side of emotion management and suggests that emotions in this study identify with work feelings rather than emotional labour |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Gestão de Pessoas |
| 9 (RLIN) | 12017 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Inteligência Emocional |
| 9 (RLIN) | 13022 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Prestação de Serviços |
| 9 (RLIN) | 14321 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Satisfação do Cliente |
| 9 (RLIN) | 12074 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | KEITHLEY, Don |
| 9 (RLIN) | 43496 |
| 773 08 - HOST ITEM ENTRY | |
| Title | European Management Journal |
| Related parts | 28, 3, p. 208-219 |
| Place, publisher, and date of publication | Oxford : Elsevier, june 2010 |
| International Standard Serial Number | ISSN 02632373 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20101217 |
| Operator's initials, OID (RLIN) | 1152^b |
| Cataloger's initials, CIN (RLIN) | Jaqueline |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20110221 |
| Operator's initials, OID (RLIN) | 1727^b |
| Cataloger's initials, CIN (RLIN) | Keicielle |
No items available.
