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Inbound Call Centers and Emotional Dissonance in the Job Demands – Resources Model
Background: Emotional labor, defined as the process of regulating feelings and expressions as part of the work role, is a major characteristic in call centers. In particular, interacting with customers, agents are required to show certain emotions that are considered acceptable by the organization,...
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| Publicado no: | Front Psychol |
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| Main Authors: | , , , , , |
| Formato: | Artigo |
| Idioma: | Inglês |
| Publicado em: |
Frontiers Media S.A.
2016
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| Assuntos: | |
| Acesso em linha: | https://ncbi.nlm.nih.gov/pmc/articles/PMC4964799/ https://ncbi.nlm.nih.gov/pubmed/27516752 https://ncbi.nlm.nih.govhttp://dx.doi.org/10.3389/fpsyg.2016.01133 |
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