The Nature and Outcomes of Emotion Work in Customer Service Management
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Date
2015-01
Journal Title
Journal ISSN
Volume Title
Publisher
Petroleum-Gas University of Ploiesti Bulletin, Technical Series
Abstract
The purpose of this paper is to explore views of call centre employees working in Nigeria on the nature
and consequences of emotional labour management during customer service interactions. Literature
reveals lack of knowledge of this research area in an African context while a significant number of
similar studies exist in Anglo-Saxon countries. Thus, this study was conducted in one of the Nigerian call
centres. Using a social constructivist paradigm for the research analysis, semi-structured interviews were
carried out among 50 Nigerian call centre agents. Findings revealed differences in terms of how affective
delivery experiences was conceptualised and also perceived as a predictor of work stress when emotions
are excessively regulated. In addition, organisationally-based solutions that can extenuate the negative
after-effects of affective delivery that impairs well-being were suggested. In essence, the implication of
the study is to unveil how call centre organisations existing in non-Western regions can better target and
improve emotion work intrinsic of these frontline jobs
Description
Keywords
Affective delivery, Emotional labour management, Nigerian call centres, African context, Non-Western regions
Citation
Akanji, B., Mordi, C., & Taylor, A. (2015). The Nature and Outcomes of Emotion Work in Customer Service Management. Petroleum-Gas University of Ploiesti Bulletin, Technical Series, 67(1).