The productive and happy agent: performance and positive emotions at call centres
by Danilo Garcia; Max Rapp Ricciardi; Trevor Archer
International Journal of Happiness and Development (IJHD), Vol. 2, No. 1, 2015

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.

Online publication date: Wed, 22-Apr-2015

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