TAILIEUCHUNG - The effect of emotional labour on organizational commitment among call centre customer service representatives

The paper explores the relationship between emotional labour (Surface Acting, Deep Acting and Emotional Dissonance) and organizational commitment and the influence of variables like gender and year of experience in current organization. | The effect of emotional labour on organizational commitment among call centre customer service representatives International Journal of Management IJM Volume 9 Issue 2 March April 2018 pp. 93 102 Article ID IJM_09_02_011 Available online at http ijm JType IJM amp VType 9 amp IType 2 Journal Impact Factor 2016 Calculated by GISI ISSN Print 0976-6502 and ISSN Online 0976-6510 IAEME Publication THE EFFECT OF EMOTIONAL LABOUR ON ORGANIZATIONAL COMMITMENT AMONG CALL CENTRE CUSTOMER SERVICE REPRESENTATIVES Pranita sonar Assistant professor- MKSSS s Smt. Hiraben Nanavati Institute of Management amp Research for Women Pune Dr. Manisha Paliwal Professor- Sinhagad Institute of management Vadgaon Pune ABSTRACT Call Centers industry is developing rapidly and as a consequence of their rampant development provided rich topics for investigation to educational researchers. One of such concept generating increasing discussion is emotional labour. When an individual enhances or suppress emotions as a part of his work it is called as emotional labour. Emotional labour may increase businesses however employees often find it harmful or taxing. The paper explores the relationship between emotional labour Surface Acting Deep Acting and Emotional Dissonance and organizational commitment and the influence of variables like gender and year of experience in current organization. Data was collected from 200 Customer Service Representatives CSRs from call centers in the city of Pune India. CSRs find that emotional labour is lowering the organizational commitment. There is no difference in strategies adopted for performing emotional labour and level of organizational commitment among male and female CSRs. Those who have more years of experience in current call centers perform emotional labour through surface acting and have low level of organizational commitment compare to CSRs having less years of experience. Keywords Emotional Labour. .

• Quản lý dự án
• Deep Acting and Emotional Dissonance
• Call Centers industry
• Customer Service Representatives
• Performing emotional labour
• Relationship between emotional labour