An Organisational Study on the Effects of Intrinsic Customer Service Demands: A Perspective from Emotional Labour Theory
The purpose of this research is to examine employees’ views on adverse consequences caused by strict compliance to display rules of intrinsic labour demands as against its appropriate necessities within a call centre context. Using an interpretative phenomenological methodology for the study analysi...
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| Format: | Article |
| Language: | English |
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Sciendo
2016-08-01
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| Series: | Studies in Business and Economics |
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| Online Access: | https://doi.org/10.1515/sbe-2016-0016 |