Female Emotional Labour in Turkish Call Centres

Smiling Voices Despite Low Job Satisfaction

Dados Bibliográficos

ID2392014
AutoresNilüfer Narlı (0000-0002-3387-4025, Bahçeşehir University), Ayşegül Akdemir (0000-0002-3148-2271, Istanbul Gedik University, Turkey, autor correspondente)
Ano2019
Volume24
Fascículo3
Páginas278-296
Data de publicação2019-09-01
Peer ReviewedSim
Open AccessSim
TipoARTICLE
PeriódicoSociological Research Online (JOURNAL)
Identificadores do periódicoISSN: 1360-7804 • E-ISSN: 1360-7804
EditoraSAGE Publications Inc (PUBLISHER)
DOI10.1177/1360780418811970
OpenAlexW2902843496
IdiomaEN
Citações recebidas3
Referências citadas34

This article discusses Turkish women workers' experiences in Turkey's growing call centre sector, focusing on the emotional labour they perform in relation to job satisfaction and gendered work patterns within the Turkish labour market. The study uses both quantitative and qualitative data generated from six Turkish cities. Our findings demonstrate that pecuniary emotional labour is a large requirement of women employees in the call centre business, and that performing such labour under time constraints harms their well-being. Low material rewards and lack of support in their relations with customers make it even more difficult to deal with the stress of emotional labour and lowers job satisfaction. Employees' capacity to resist the negative aspects of work are largely limited by the conditions in Turkey such as high rates of unemployment, extensive employee circulation and lack of job security

Business · Call centre · Demographic economics · Economic growth · Economics · Emotional labor · Job satisfaction · Job security · Labour economics · Political science · Qualitative property · Sociology · Turkish · Unemployment · Emotional Labor in Professions · Employment and Welfare Studies · Engineering · Psychology · Social Psychology · Work-Family Balance Challenges