Emotional labour and employee engagement in call centres: a study in Indian context
by Rakesh Kumar Agrawal, Jagriti Sadhana
International Journal of Work Organisation and Emotion (IJWOE), Vol. 3, No. 4, 2010

Abstract: This paper explores the levels of emotional labour in Indian call centres along six dimensions and its effect on employee engagement in the workplace. The results indicate that employees are not fully engaged and that emotional labour need not necessarily have a negative effect on employee engagement. While surface acting is negatively related to job engagement, deep acting is positively related to organisation engagement. Job related factors are more important than organisation related factors for high attrition rates in the call centres. To curb attrition, managers should focus on increasing job engagement through career planning and redesign of work systems.

Online publication date: Tue, 21-Sep-2010

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