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Emotion in a call centre SME: A case study of positive emotion management |
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| Authors: | Aikaterini Koskina Don Keithley |
| Affiliation: | 1. Keele University, Keele Management School, Darwin Building (DW 1.08), Keele, Staffordshire, ST5 5BG, UK;2. University of Sunderland, Faculty of Business & Law, St. Peter’s Campus, The Reg Vardy Centre, Sunderland, SR6 0DD, UK |
| Abstract: | |
| Keywords: | Emotional labour Emotion work Philanthropic emotion management Bounded emotionality Call centres Customer service Greece, Small-to-medium sized enterprise |
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