Emotional requirements at work and their consequences for call-center jobsAbstract. In call-center jobs, emotion work plays a major role. Emotion work implies that the job requires to display certain emotions towards customers when interacting with them. ...
Abstract. Emotion work, or the requirement to display certain emotions during service interactions, may produce burnout when these emotions are not truly felt – emotion rule dissonance. Building on the support-buffering model we hypothesized that a ...