000			01958naa a2200241uu 4500
001			0121711520541
003			OSt
005			20190211174253.0
008			101217s2010 xx ||||gr |0|| 0 eng d
100	1		_aKOSKINA, Aikaterini _943495
245	1	0	_aEmotion in a call centre SME : _ba case study of positive emotion management
260			_aOxford : _bElsevier, _cjune 2010
520	3		_aMuch 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	_aGestão de Pessoas _912017
650		4	_aInteligência Emocional _913022
650		4	_aPrestação de Serviços _914321
650		4	_aSatisfação do Cliente _912074
700	1		_aKEITHLEY, Don _943496
773	0	8	_tEuropean Management Journal _g28, 3, p. 208-219 _dOxford : Elsevier, june 2010 _xISSN 02632373 _w
942			_cS
998			_a20101217 _b1152^b _cJaqueline
998			_a20110221 _b1727^b _cKeicielle
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c37837 _d37837
041			_aeng