This study examines customer center counselors engaged in emotional labor. Customer center counselors experience emotional difficulty due to the nature of their work, which is to mainly handle customer complaints and urgent requests via the phone. Pre...
This study examines customer center counselors engaged in emotional labor. Customer center counselors experience emotional difficulty due to the nature of their work, which is to mainly handle customer complaints and urgent requests via the phone. Previous studies on such emotional labor found that customer contact center employees with a high degree of emotional intelligence can interact with customers flexibly and overcome stress even if they experience negative emotions while delivering customer service. Additionally, they control their emotions on their own as they become inwardly motivated through self-determination and service flexibility, thereby increasing their levels of satisfaction and enhancing job performance. Moreover, higher employee satisfaction is associated with higher job performance.
This study aims to provide basic data useful for corporate managers of customer contact centers by examining emotional intelligence-regulation of emotion and self-determination-service flexibility as positive factors leading to enhance employee satisfaction and service performance among customer center counselors in accordance with the aforementioned results of previous studies. The main Results of the study are as follows. Emotional intelligence-regulation of emotion and Self-determination-service flexibility were found to have a positive effect on job satisfaction among customer center counselors and the job satisfaction of counselors was found to have a positive effect on service performance.