The effect of emotional labour on job burnout among call-centre Customer Service Representatives in India
by Shilpa Surana, Anup K. Singh
International Journal of Work Organisation and Emotion (IJWOE), Vol. 3, No. 1, 2009

Abstract: This paper focuses on the effect of emotional labour on job burnout among call-centre Customer Service Representatives (CSRs) in India. Unlike previous research, results from this study show that emotional labour is only weakly related to job burnout. It is inferred that 'communities of coping' (Korczynski, 2003) are an important collective 'survival strategy' (Noon and Blyton, 1997) for service workers. Supported by the collectivist culture within India, 'communities of coping' can provide a way for service workers to survive the systematic tensions of their working days, and thus act as a 'buffer' against stress and burnout.

Online publication date: Thu, 21-May-2009

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