Emotional management in a mass customised call centre
Examining Skill and Knowledgeability in Interactive Service Work
Bibliographic Data
| ID | 2373433 |
|---|---|
| Authors | Sarah Jenkins (0000-0001-8754-1544, Cardiff Business School, Cardiff University,), Robyn Delbridge (0000-0001-8451-265X, Cardiff Business School, Cardiff University,), Rick Delbridge, Ashley Roberts (0000-0002-4650-5405, Warwick Business School,) |
| Year | 2010 |
| Volume | 24 |
| Issue | 3 |
| Pages | 546-564 |
| Publication date | 2010-09-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Work Employment and Society (JOURNAL) |
| Journal identifiers | ISSN: 0950-0170 • E-ISSN: 1469-8722 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/0950017010371665 |
| OpenAlex | W2049353163 |
| Language | EN |
| Citations received | 18 |
| References cited | 31 |
Researchers have demonstrated the variety of interactive service sector work yet relatively little research has focused on the middle ground of 'mass customised service work'. In particular, the complex character of emotional work in such workplaces remains under investigated. This article applies Bolton's emotion management framework to a high-commitment mass customised call centre to extend understanding of the skills and content of such work. The findings show how workers produce 'appropriate' emotional displays informed by multiple influences beyond management prescription. The article documents the skilled emotional dexterity shown by such workers and elaborates Bolton's framework in demonstrating the negotiated and interactive nature of emotion management. In so doing, it demonstrates the significance of heretofore largely unacknowledged skills in the work of mass customised service workers
Business · Call centre · Emotional labor · Knowledge management · Service (business · Service worker · Telecommunications · Variety (cybernetics · Work (physics · Applied Psychology · Computer Science · Emotional Labor in Professions · Employment and Welfare Studies · Engineering · Labor Movements and Unions · Psychology · Social Psychology · Marketing
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| Unique citing works | 18 |
|---|---|
| Citations per year | 1,2 |
| Citation span | 2011 - 2026 (16) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 18 |