'I feel bad', 'We feel good'? - Emotions as a driver for personal and organizational identity and organizational identification as a resource for serving unfriendly customers

Stress and Health

Volumn 28, Issue 2, 2012, Pages 123-136

  Wegge, Jürgen ^a   Schuh, Sebastian C ^b   Van Dick, Rolf ^b  

^a DRESDEN UNIVERSITY OF TECHNOLOGY   (Germany)

^b GOETHE UNIVERSITY   (Germany)

Author keywords

call centre work; emotions; organizational identification; personal identity salience; stress

Indexed keywords

IMMUNOGLOBULIN A;

ADULT; ARTICLE; COPING BEHAVIOR; EMOTION; EMOTIONAL STRESS; FEMALE; HUMAN; HUMAN RELATION; IDENTITY; IMMUNOGLOBULIN BLOOD LEVEL; MAJOR CLINICAL STUDY; MALE; ORGANIZATIONAL IDENTIFICATION; QUESTIONNAIRE; SALIVA; SELF REPORT; SOCIAL STATUS;

ADAPTATION, PSYCHOLOGICAL; ADULT; EMOTIONS; FEMALE; HUMANS; IMMUNOGLOBULIN A; INTERPERSONAL RELATIONS; MALE; OCCUPATIONAL HEALTH; ORGANIZATIONAL CULTURE; SALIVA; SELF CONCEPT; SOCIAL IDENTIFICATION; STRESS, PSYCHOLOGICAL; TELEPHONE;

EID: 84858707922     PISSN: 15323005     EISSN: 15322998     Source Type: Journal    
DOI: 10.1002/smi.1412     Document Type: Article

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