An Organisational Study on the Effects of Intrinsic Customer Service Demands: A Perspective from Emotional Labour Theory
The purpose of this research is to examine employees’ views on adverse consequences caused by strict compliance to display rules of intrinsic labour demands as against its appropriate necessities within a call centre context. Using an interpretative phenomenological methodology for the study analysi...
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| Format: | Article |
| Language: | English |
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Sciendo
2016-08-01
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| Series: | Studies in Business and Economics |
| Subjects: | |
| Online Access: | https://doi.org/10.1515/sbe-2016-0016 |
| _version_ | 1818756026880491520 |
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| author | Babatunde Akanji |
| author_facet | Babatunde Akanji |
| author_sort | Babatunde Akanji |
| collection | DOAJ |
| description | The purpose of this research is to examine employees’ views on adverse consequences caused by strict compliance to display rules of intrinsic labour demands as against its appropriate necessities within a call centre context. Using an interpretative phenomenological methodology for the study analysis, 25 semi-structured interviews were conducted with telephone agents working in a call centre outlet in Lagos state, Nigeria. Based on the emotional labour theory, enquires were made about general outcomes experienced from conforming to organisational rules of emotional management during customer service encounters. Findings confirmed that the adversarial impact of affective conformity tends to threaten the positive intentions of these mandatory components of service work. Thus, a proposed theoretical model emerged from the study’s interpretive accounts Based on these significant research findings, detailed practical implications were discussed on ways in which call centre businesses operating in a non-Western context can extenuate poor affective deliveries arising from mismanagement of emotional labour. |
| first_indexed | 2024-12-18T05:48:30Z |
| format | Article |
| id | doaj.art-8ce336633d4f43729ac5ebd5dbfacabe |
| institution | Directory Open Access Journal |
| issn | 2344-5416 |
| language | English |
| last_indexed | 2024-12-18T05:48:30Z |
| publishDate | 2016-08-01 |
| publisher | Sciendo |
| record_format | Article |
| series | Studies in Business and Economics |
| spelling | doaj.art-8ce336633d4f43729ac5ebd5dbfacabe2022-12-21T21:18:58ZengSciendoStudies in Business and Economics2344-54162016-08-0111251810.1515/sbe-2016-0016sbe-2016-0016An Organisational Study on the Effects of Intrinsic Customer Service Demands: A Perspective from Emotional Labour TheoryBabatunde Akanji0Department of Human Resource Management, Elizade University, NigeriaThe purpose of this research is to examine employees’ views on adverse consequences caused by strict compliance to display rules of intrinsic labour demands as against its appropriate necessities within a call centre context. Using an interpretative phenomenological methodology for the study analysis, 25 semi-structured interviews were conducted with telephone agents working in a call centre outlet in Lagos state, Nigeria. Based on the emotional labour theory, enquires were made about general outcomes experienced from conforming to organisational rules of emotional management during customer service encounters. Findings confirmed that the adversarial impact of affective conformity tends to threaten the positive intentions of these mandatory components of service work. Thus, a proposed theoretical model emerged from the study’s interpretive accounts Based on these significant research findings, detailed practical implications were discussed on ways in which call centre businesses operating in a non-Western context can extenuate poor affective deliveries arising from mismanagement of emotional labour.https://doi.org/10.1515/sbe-2016-0016emotional labourcall-centres outletsnigerianon-western contexttelephone agents |
| spellingShingle | Babatunde Akanji An Organisational Study on the Effects of Intrinsic Customer Service Demands: A Perspective from Emotional Labour Theory Studies in Business and Economics emotional labour call-centres outlets nigeria non-western context telephone agents |
| title | An Organisational Study on the Effects of Intrinsic Customer Service Demands: A Perspective from Emotional Labour Theory |
| title_full | An Organisational Study on the Effects of Intrinsic Customer Service Demands: A Perspective from Emotional Labour Theory |
| title_fullStr | An Organisational Study on the Effects of Intrinsic Customer Service Demands: A Perspective from Emotional Labour Theory |
| title_full_unstemmed | An Organisational Study on the Effects of Intrinsic Customer Service Demands: A Perspective from Emotional Labour Theory |
| title_short | An Organisational Study on the Effects of Intrinsic Customer Service Demands: A Perspective from Emotional Labour Theory |
| title_sort | organisational study on the effects of intrinsic customer service demands a perspective from emotional labour theory |
| topic | emotional labour call-centres outlets nigeria non-western context telephone agents |
| url | https://doi.org/10.1515/sbe-2016-0016 |
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