Doing Emotional Labour

Premilla D'Cruz and Ernesto Noronha
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Premilla D'Cruz: Premilla D'Cruz is Assistant Professor, Organizational Behaviour Area, Wing 14, Room C, Indian Institute of Management, Vastrapur, Ahmedabad, 380 015, Gujarat, India. E-mail: premilla_dcruz@yahoo.com; pdcruz@iimahd.ernet.in
Ernesto Noronha: Ernesto Noronha is Associate Professor, Organizational Behaviour, Indian Institute of Management, Ahmedabad, Gujarat, India. E-mail: ernesto_noronha@yahoo.com

Global Business Review, 2008, vol. 9, issue 1, 131-147

Abstract: A qualitative study undertaken in Bangalore and Mumbai, India, on subjective work experiences of call centre agents, uncovered four major themes addressing agents’ perceptions of and responses to emotional labour demands. These include reorienting self, balancing expectations, neutralizing stress and humouring irate customers. The findings further our understanding by highlighting the presence of normative control, the relevance of dispositional factors, the implications of coping mechanisms and the complexities introduced by global outsourcing.

Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:sae:globus:v:9:y:2008:i:1:p:131-147

DOI: 10.1177/097215090700900109

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