Call Center Workers Emotional Labor and its Influence on their Performance in Dealing with Senior Citizens in Jordan Telecommunication Companies

摘要

The current study examines the influence of the emotional labor of call center workers on their dealing with senior customers in their job on daily bases. The sample of the study consisted of (250) employee within the call center department in the three major telecommunication companies in Jordan. After distributing the questionnaire of the study; (231) questionnaires were properly filled for statistical analysis. The results of the study showed that among the dimensions of EL; surface acting appeared to be the most influential variable on the performance of the employees and the most one used among the sample of the study. In addition to that, it appeared that organizations which have a call center department tend to train their employees on the bases of surface acting in order for them to be able to deal with all types of customers and present the best performance they can.