作者：Kim, Hyojeong; Murthy, Nagesh N.; Agarwal, Anurag; Park, Kwangtae
作者单位：University of Oregon; State University System of Florida; Florida Gulf Coast University; Korea University
摘要：Challenges faced by call centers in managing capacity, efficiency, service speed and quality, training, emotional labor, and turnover are intrinsically intertwined. Call center agents are considered frontline workers, and as such, they often deal with hostile behavior from rude customers. However, they are expected to suppress their feelings and maintain a courteous demeanor despite rude customer behavior, which results in emotional dissonance. Such working environments, where the frontline wo...
