Female Emotional Labour in Turkish Call Centres: Smiling Voices Despite Low Job Satisfaction

Nilüfer Narlı and Ayşegül Akdemir
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Nilüfer Narlı: Bahçeşehir University, Turkey
Ayşegül Akdemir: Istanbul Gedik University, Turkey

Sociological Research Online, 2019, vol. 24, issue 3, 278-296

Abstract: This article discusses Turkish women workers’ experiences in Turkey’s growing call centre sector, focusing on the emotional labour they perform in relation to job satisfaction and gendered work patterns within the Turkish labour market. The study uses both quantitative and qualitative data generated from six Turkish cities. Our findings demonstrate that pecuniary emotional labour is a large requirement of women employees in the call centre business, and that performing such labour under time constraints harms their well-being. Low material rewards and lack of support in their relations with customers make it even more difficult to deal with the stress of emotional labour and lowers job satisfaction. Employees’ capacity to resist the negative aspects of work are largely limited by the conditions in Turkey such as high rates of unemployment, extensive employee circulation and lack of job security.

Keywords: call centres; emotional labour; gender (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:sae:socres:v:24:y:2019:i:3:p:278-296

DOI: 10.1177/1360780418811970

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