Deconstructing Emotional Labor

• 主要作者: Hechanova, Ma. Regina
• 格式: text
• 出版: Archīum Ateneo 2011
• 主題: Industrial and Organizational Psychology; Psychology
• 在線閱讀: https://archium.ateneo.edu/psychology-faculty-pubs/232; https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&cad=rja&uact=8&ved=2ahUKEwjj2eSA487qAhWqUN4KHcvhBSgQFjABegQIBhAB&url=https%3A%2F%2Fejournals.ph%2Farticle.php%3Fid%3D3944&usg=AOvVaw31XDa10u4-g4sJrkUIFQII

The study examines emotional labor in the Philippine call center industry. Surveys were administered to 507 Filipino call center agents to test the relationship of the two facets of emotional labor—surface acting and deep acting—with turnover intent. Using the theories of emotional and contextual di...