...Jürgen Wegge; Rolf Van Dick; Christiane von Bernstorff Purpose The purpose of this paper is to investigate new hypotheses regarding potential correlates and underpinnings of emotional dissonance experienced in call centre work. It is argued that prior attempts to measure emotional dissonance...

... is to examine differences between levels of emotional labour performed by employees who interact with customers face‐to‐face and over the telephone. A sample of cabin crew (face‐to‐face interaction) and call centre employees (voice‐to‐voice interaction) is utilised. Three dimensions of emotional labour...

... they might do to reduce workers intentions to quit. The purpose of this study is to test a model derived from a study of shop floor retail salespeople in the call centre environment. Design/methodology/approach A questionnaire measuring the variables in the model was completed by 126 call centre...

...Malcolm Higgs Within business the organisational concept of call centres has developed rapidly. Within the UK the use and development of these centres has grown at a significant rate over the last decade. The economic benefits of this organisational concept have been threatened by the nature...