Browsing by Subject "Emotional labour"
Now showing items 1-5 of 5
-
Daily hassles, resilience, and burnout of call centre staff
(North-West University, 2007)Internationally, as well as locally, the trend is for companies to use call centres as their preferred method of service delivery. The increase in the use of call centres as a service delivery mechanism thus provides ... -
Emotion work and well-being of client service workers within small and medium enterprises
(North-West University, 2008)Frontline client service workers are central to the service elements of any small and medium enterprise. People who have much customer or client contact are seen to be subject to stronger emotional display rules. These ... -
Emotion work and well-being of secondary school educators
(North-West University, 2006)Emotions play a profound role in the workplace, especially in the human service profession. Service agents, for example educators, are expected to express socially desired emotions in a service interaction with learners. ... -
Emotional experiences of professional nurses in a critical care unit of a private hospital in Gauteng : a casestudy
(North-West University, 2012)The focus of this study was on the regulation and management of emotions among professional nurses in a critical care unit in a private hospital in Gauteng. The aim of this project is to explore and describe the level of ... -
Job characteristics, emotional labour and work-related flow in an insurance industry call centre
(North-West University, 2007)The global call centre industry has experienced significant growth over the past few years. South Africa has experienced the same trend and in addition, is increasingly beginning to appear on the radar screens of international ...
