Journal of Managerial Psychology Emotional dissonance in call centre work Jürgen Wegge Rolf Van Dick Christiane von Bernstorff Article information: Downloaded by UNIVERSITY OF ESSEX At 16:41 03 February 2015 (PT) To cite this document: Jürgen Wegge Rolf Van Dick Christiane von Bernstorff‚ (2010)‚"Emotional dissonance in call centre work"‚ Journal of Managerial Psychology‚ Vol. 25 Iss 6 pp. 596 - 619 Permanent link to this document: http://dx.doi.org/10.1108/02683941011056950 Downloaded on: 03
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the power users Web communities are an engagement between the site’s creators and the site’s users‚ and social norms evolve as users create a community identity‚ and as each individual contributes to the overall brand of the site. The community’s norms are also interwoven with community objectives‚ which emerge as users break and recreate the site’s features. Online social communities work when users have an investment in the community through identity and shared goals and have a role
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RESEARCH PROPOSAL – EXAMPLE 1 Project Title Emotional Labour and Gender in the Hospitality Industry Research Context The idea that there is an ‘emotional’ aspect to work seems to have only gained academic credence in recent years. Hochschild (1983) originally introduced the concept of emotional labour in her study of flight attendants and bill collectors. Since then various researchers have subsequently expanded the topic to various different types of workers including teachers (Blackmore
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Introduction The term emotional intelligence came into common usage following the success in the 1990s of Daniel Goleman’s book‚ Emotional Intelligence; why it can matter more than IQ. Goleman pointed out that ‘success’ in life depends not only on our IQ as measured by our literacy and numeracy skills but‚ more importantly‚ on how well we know our own emotional make-up‚ manage our emotional responses and react to the emotional responses of others. Goleman’s emotional intelligence speaks
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I.E.1 What’s My Emotional Intelligence Score? Indicate your level of agreement with these ten statements using the following scale: 1 = Strongly disagree 2 = Disagree 3 = Neither agree or disagree 4 = Agree 5 = Strongly agree 1. I am usually aware-from moment to moment-of my feelings as they change. 2. I act before I think. 3. When I want something‚ I want it NOW! 4. I bounce back quickly from life’s setbacks. 5. I can pick up subtle social cues that indicate
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Dimension | SI Units | English Unit | Length | meter(m) | foot(ft) | Mass | kilogram(kg) | pound-mass(lbm)1 | Time | second(s) | second(s) | Electric Current | ampere(A) | ampere(A) | Thermodynamic Temperature | kelvin(K) | rankine (R)1 | Amount of Substance | mole(mol) | mole(mol) | 1http://www.mne.psu.edu/cimbala/Learning/General/units.htm Conversion Factors Length 1 m= 3.281 ft 1 m = 39.37 in. 1 ft= 0.305 m 1 cm= 0.394 in. 1 in. = 2.540 cm 1 ft. = 30.48 cm 1 yd= 91.44
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LEADERSHIP EQ (Emotional Intelligence) What is EQ? Before understanding what EI means‚ one must be able to define what emotions are. History of EQ Earliest roots can be traced to Darwin’s work on importance of emotional expression for survival and second adaptation. In 1900s‚ traditional definitions of intelligence emphasized cognitive aspects (IQ) and then later on begun to recognize the importance of non-cognitive aspects from which the term “social intelligence” was coined
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Physical and Social Factors that Influences Growth and Development Development is often divided into specific domains‚ such as gross motor‚ fine motor‚ language‚ cognition‚ and social/emotional growth. These designations are useful‚ but substantial overlap exists. Studies have established average ages at which specific milestones are reached‚ as well as ranges of normality. In a normal child‚ progress within the different domains varies‚ as in the toddler who walks late but speaks in sentences early
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KÜBRA ESEN SOCIOLOGY/110102011 EMOTIONAL LABOUR SUMMARY OF THE ARTICLE In the article‚ which I choose to study and examine‚ writer Arlie Hochschild describes a term which she calls ‘emotional labour’. There used to be two kinds of labour‚ which were ‘physical’ and ‘mental’ but with the explanations of Arlie Hochschild‚ emotional labour is now one of them. What is emotional labour? Arlie Hochschild created the term ’emotional labour’ in 1983‚ which she described it as “management of feeling to create
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The economic dimensions of globalization While the globalization process is a complex and multidimensional phenomenon‚ some of its most visible and influential aspects are economic in nature. This chapter contains an analysis‚ from a global standpoint‚ of major trends in trade‚ investment‚ finance‚ macroeconomic regimes and international labour mobility. This analysis covers a long period in history‚ from the last quarter of the nineteenth century to the present‚ and is structured
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