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

Tareq N Hashem

doi:10.5539/ibr.v10n9p106

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.

Highlights

A typical conviction held by numerous businesses is that there is a high connection between's representatives' smiling faces and expanding income
The current research study aimed at examining the emotional labor with its dimensions and its influences on the performance of the call center employees when dealing with senior citizens
A questionnaire was used o a total of (231) call center employee in three major telecommunications companies in Jordan. the results of the study that in order to keep up the good performance; employees stick with the surface acting which refers to showing positive emotions through the changes in the external appearances like

Summary

Introduction

A typical conviction held by numerous businesses is that there is a high connection between's representatives' smiling faces and expanding income. As well as, positive passionate presentations are required. According to Chu (2002), a representative's friendly face is no longer a private thing, an open demonstration that is controlled by business supervision. Workers experience occasional sessions to figure out how to smile sincerely and how to change private outrage (or restlessness) into open compassion and benevolence. Through these sorts o f practices, workers figure out how to smother their actual sentiments and show the feelings that the association wants

Methods

Results

Conclusion