Emotion in a call centre SME: A case study of positive emotion management

European Management Journal

Volumn 28, Issue 3, 2010, Pages 208-219

  Koskina, Aikaterini ^a   Keithley, Don ^b  

^a KEELE UNIVERSITY   (United Kingdom)

^b UNIVERSITY OF SUNDERLAND   (United Kingdom)

Author keywords

Bounded emotionality; Call centres; Customer service; Emotion work; Emotional labour; Greece; Philanthropic emotion management

Indexed keywords

EID: 77952547550     PISSN: 02632373     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.emj.2009.11.003     Document Type: Article

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