Title: The productive and happy agent: performance and positive emotions at call centres
Authors: Danilo Garcia; Max Rapp Ricciardi; Trevor Archer
Addresses: Centre for Ethics, Law and Mental Health (CELAM), University of Gothenburg, Sweden, Wallinsgatan 8, SE 431 41 Mölndal, Gothenburg, Sweden; Network for Empowerment and Well-Being, University of Gothenburg, Box 500, SE 405 30 Gothenburg, Sweden ' Department of Psychology, University of Gothenburg, Box 500, SE 405 30 Gothenburg, Sweden; Network for Empowerment and Well-Being, University of Gothenburg, Box 500, SE 405 30 Gothenburg, Sweden ' Department of Psychology, University of Gothenburg, Box 500, SE 405 30 Gothenburg, Sweden; Network for Empowerment and Well-Being, University of Gothenburg, Box 500, SE 405 30 Gothenburg, Sweden
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.
Keywords: call centres; happiness; employee performance; positive emotions; learning environment; work climate; productive employees; happy employees.
International Journal of Happiness and Development, 2015 Vol.2 No.1, pp.84 - 90
Received: 08 Jan 2014
Accepted: 18 Jun 2014
Published online: 22 Apr 2015 *