Protecting workers from rude customers to enhance organizational identification in emotional labor environments : a study with call center agents
Hyojeong Kim, Nagesh N. Murthy, Anurag Agarwal and Kwangtae Park
| Year of publication: |
2025
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|---|---|
| Authors: | Kim, Hyojeong ; Murthy, Nagesh N. ; Agarwal, Anurag ; Park, Kwangtae |
| Published in: |
Production and operations management : the flagship research journal of the Production and Operations Management Society. - London : Sage Publications, ISSN 1937-5956, ZDB-ID 2151364-8. - Vol. 34.2025, 10, p. 3250-3266
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| Subject: | Call Centers | Organizational Identification | Emotional Labor | Protection From Rude Customers | Servant Leadership Style | Turnover | Callcenter | Call centre | Emotion | Führungsstil | Leadership style | Arbeitszufriedenheit | Job satisfaction | Beziehungsmarketing | Relationship marketing | Mitarbeiterbindung | Employee retention | Arbeitsverhalten | Work behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/10591478251332333 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015484386