Convergence Study on Emotional Labor, Stress Response and Turnover Intention of Call-center Worker
نویسندگان
چکیده
منابع مشابه
A predictive study of emotional labor and turnover
The current study examined how the emotional labor strategies of deep acting and surface acting directly influence emotional exhaustion and turnover intentions, and indirectly impact actual turnover among a sample of bank tellers. Turnover data were collected from organizational records 6 months after participants responded to a survey that measured emotional labor strategies, emotional exhaust...
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Background The main purpose of this study was to explore the status of occupational stress among hospital nurses in Isfahan, Iran. It also aimed to examine the relationship between nurses’ occupational stress and their intention to leave the hospital. Methods The study employed a cross-sectional research design. A validated questionnaire was used to collect data from 296 nurses. Respondents w...
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Background and Aim: Ethical atmosphere and burnout of employees is an important issue for the management of the organization and management should play a key role in improving the performance of employees and the organization. The present study aimed to model the structural relationship between ethical atmosphere and emotional exhaustion with job satisfaction and turnover intention. Methods: ...
متن کاملTurnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction
BACKGROUND Turnover intentions refer to employees' intent to leave the organization and, within call centers, it can be influenced by factors such as relational variables or the perception of the quality of working life, which can be affected by emotional dissonance. This specific job demand to express emotions not felt is peculiar in call centers, and can influence job satisfaction and turnove...
متن کاملOlder worker, different actor? Linking age and emotional labor strategies
In this study, we examine how the age of service employees influences the emotional labor process. We integrate research on socioemotional selectivity theory and emotional labor to develop hypotheses concerning the relationships between age and specific emotional labor strategies (deep acting, surface acting, and expressing naturally-felt emotions). Consistent with our expectations, we found th...
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ژورنال
عنوان ژورنال: Journal of the Korea Convergence Society
سال: 2015
ISSN: 2233-4890
DOI: 10.15207/jkcs.2015.6.6.139