IDEAS home Printed from https://ideas.repec.org/a/ibn/ibrjnl/v10y2017i9p106-115.html
   My bibliography  Save this article

Call Center Workers Emotional Labor and its Influence on their Performance in Dealing with Senior Citizens in Jordan Telecommunication Companies

Author

Listed:
  • Tareq N. Hashem

Abstract

The current study examines the influence of the emotional labor of call center workers on their dealing with senior customers in their job on daily bases. The sample of the study consisted of (250) employee within the call center department in the three major telecommunication companies in Jordan. After distributing the questionnaire of the study; (231) questionnaires were properly filled for statistical analysis. The results of the study showed that among the dimensions of EL; surface acting appeared to be the most influential variable on the performance of the employees and the most one used among the sample of the study. In addition to that, it appeared that organizations which have a call center department tend to train their employees on the bases of surface acting in order for them to be able to deal with all types of customers and present the best performance they can.

Suggested Citation

  • Tareq N. Hashem, 2017. "Call Center Workers Emotional Labor and its Influence on their Performance in Dealing with Senior Citizens in Jordan Telecommunication Companies," International Business Research, Canadian Center of Science and Education, vol. 10(9), pages 106-115, September.
    • Handle: RePEc:ibn:ibrjnl:v:10:y:2017:i:9:p:106-115
    as

    Download full text from publisher

    File URL: http://www.ccsenet.org/journal/index.php/ibr/article/view/70004/38131
    Download Restriction: no
    File URL: http://www.ccsenet.org/journal/index.php/ibr/article/view/70004
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Lazanyi, Kornelia, 2010. "Who Benefits From Emotional Labour?," APSTRACT: Applied Studies in Agribusiness and Commerce, AGRIMBA, vol. 4(3-4), pages 1-4.
    2. Ovidiu Iliuta Dobre, 2013. "Employee motivation and organizational performance," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 5(1), pages 53-60, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Wang Hongxin & Mohammed Arshad Khan & Jian Zhenqiang & Laura-Mariana Cismaș & Mohammad Athar Ali & Usama Saleem & Lucia Negruț, 2022. "Unleashing the Role of CSR and Employees’ Pro-Environmental Behavior for Organizational Success: The Role of Connectedness to Nature," Sustainability, MDPI, vol. 14(6), pages 1-22, March.
    2. Micu Angela-Eliza & Necula Ramona Valentina, 2018. "The Motivation as Managerial Tool for Increasing Professional Performance. National Challenges and European Perspectives," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(2), pages 503-508, December.
    3. Barffour Samuel Kyei & Ampofo Isaac Atta Junior, 2021. "Appraising Teachers’ Performance In The Ghana Education Service: A Case Of Birim Central Directorate Of Ghana Education Service (G.E.S.)," Education, Sustainability & Society (ESS), Zibeline International Publishing, vol. 4(1), pages 15-24, April.
    4. Chatterjee, Sidharta, 2015. "Teleological Dynamics of Organizational Performance: From Process to Practice and Performance," MPRA Paper 68530, University Library of Munich, Germany.
    5. Petković Nebojša M. & Rapajić Milan M., 2021. "The Influence of Internal Communication on Employees Motivation in Organizations in Serbia," Economic Themes, Sciendo, vol. 59(4), pages 515-523, December.
    6. Em Yusuf Iis* & Mukhlis Yunus & Muhammad Adam & Hizir Sofyan, 2018. "Antecedent Model of Empowerment and Performance of Aceh Government With Motivation as the Intervening Variable," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 743-747:2.
    7. Jiří Bejtkovský, 2018. "Employee Voice: an Employee Satisfaction Level by Selected Healthcare Service Providers in the Czech Republic," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 66(6), pages 1407-1416.
    8. Bettye Holston Okae, 2018. "The Effect of Employee Turnover in the Hospitality Industry: Quantitative Correlational Study," International Journal of Learning and Development, Macrothink Institute, vol. 8(1), pages 156-183, March.
    9. Matović Ivana Marinović, 2019. "Comparative Analysis of Executive Compensation in the Republic of Serbia and EU Countries," Economic Themes, Sciendo, vol. 57(2), pages 181-200, June.
    10. Mitchell, Robert & Schuster, Lisa & Jin, Hyun Seung, 2020. "Gamification and the impact of extrinsic motivation on needs satisfaction: Making work fun?," Journal of Business Research, Elsevier, vol. 106(C), pages 323-330.
    11. Qaiser Suleman & Makhdoom Ali Syed & Saqib Shehzad & Ishtiaq Hussain & Alam Zeb Khattak & Irfan Ullah Khan & Muhammad Amjid & Iqleem Khan, 2021. "Leadership empowering behaviour as a predictor of employees’ psychological well-being: Evidence from a cross-sectional study among secondary school teachers in Kohat Division, Pakistan," PLOS ONE, Public Library of Science, vol. 16(7), pages 1-23, July.
    12. Pohle, Anna & Villani, Elisa & Grimaldi, Rosa, 2022. "Personnel motivation in knowledge transfer offices: The role of university-level and organizational-level antecedents," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
    13. Claudiu Boțoc & Sorana Vătavu & Leontin Gheorghe, 2019. "Is Continuous Training Relevant to Employees and Sustainable Development ? Evidence from Timis County," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 365-370, August.
    14. Hale Özgit & Fatoş Silman, 2018. "Evaluation of the organizational personalities of the tourism schools in Cyprus: a comparative case study," Quality & Quantity: International Journal of Methodology, Springer, vol. 52(1), pages 115-128, December.
    15. Myroslava P. Vovk & Halyna I. Sotska & Olena V. Trynus & Olga Ja. Muzyka, 2019. "Assessment of Instructors’ Technology Competency to be Used in the Settings of Formal and Non-Formal Education," International Journal of Higher Education, Sciedu Press, vol. 8(5), pages 1-29, October.
    16. Burja Vasile & Avram Teodora Maria, 2018. "The Analysis Of The Economic Growth Capacity In The Romanian Clothing Industry," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 2, pages 36-43, April.
    17. Indranil Bose, 2018. "Employee Empowerment and Employee Performance: An Empirical Study on Selected Banks in UAE," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 7(2), pages 71-82, May.
    18. Ingrida Košičiarová & Zdenka Kádeková & Peter Štarchoň, 2021. "Leadership and Motivation as Important Aspects of the International Company’s Corporate Culture," Sustainability, MDPI, vol. 13(7), pages 1-25, April.
    19. Treľová Silvia & Olšavský František, 2017. "Employee Satisfaction with Training Opportunities and its Relation to Internal Marketing," HOLISTICA – Journal of Business and Public Administration, Sciendo, vol. 8(2), pages 7-16, August.
    20. Eka Ariestiana & Yelli Eka, 2021. "Effect of work environment and incentives giving on employee performance in Belimobilgue Bandung (Case Study in Belimobilgue Region Bandung Research Period 2020)," Technium Social Sciences Journal, Technium Science, vol. 25(1), pages 463-475, November.

    More about this item

    Keywords

    Emotional Labor (EL); surface acting; deep acting; genuine emotion;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibn:ibrjnl:v:10:y:2017:i:9:p:106-115. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.