Abstract
Service industry gained importance in recent periods. Call Centers have been situated within that sector in which emotions are most intensively used. For competitiveness, understanding the emotional processes is important. Therefore, the aim of this study is to understand the effect emotional dissonance has on turnover intentions and absenteeism, and the moderating effect of quality of work life perceptions for call center employees. The study was conducted with 318 Turkish call center employees. A significant positive effect was found regarding emotional dissonance on turnover intentions and on unexcused absenteeism. Instead of functioning as a moderator, quality of work life perceptions affected turnover intentions and absenteeism directly.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
