The productive and happy agent: performance and positive emotions at call centres

Danilo Garcia, Max Rapp Ricciardi and Trevor Archer

International Journal of Happiness and Development, 2015, vol. 2, issue 1, 84-90

Abstract: The present study used a randomised trial design to address the question whether reporting performance is related to positive emotions at work. A total of 107 call centre agents were assigned to two conditions in which they either reported their performance for the past six-month before or after reporting their experience of different emotions at work. Agents who first reported their performance over a six-month period reported experiencing more positive emotions at work than those who reported their emotions first and their performance afterwards. The results suggest that thoughts about their own performance had a positive influence on positive emotions at work.

Keywords: call centres; happiness; employee performance; positive emotions; learning environment; work climate; productive employees; happy employees. (search for similar items in EconPapers)
Date: 2015
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