Online customer service and emotional labor: An exploratory study
作者：
Highlights：
• Online customer service workers also engage in emotional labor.
• Online customer service workers also use acting strategies.
• The surface acting strategy leads to lower job satisfaction and burnout.
• The highest emotional presence is perceived in phone conversations, followed by email and chat.
• A higher degree of emotional presence over the phone leads to higher job satisfaction and less burnout.
摘要
•Online customer service workers also engage in emotional labor.•Online customer service workers also use acting strategies.•The surface acting strategy leads to lower job satisfaction and burnout.•The highest emotional presence is perceived in phone conversations, followed by email and chat.•A higher degree of emotional presence over the phone leads to higher job satisfaction and less burnout.
论文关键词：Online customer service,Emotional labor,Emotional presence,Deep acting,Surface acting
论文评审过程：Received 7 July 2015, Revised 19 April 2016, Accepted 21 April 2016, Available online 28 April 2016, Version of Record 28 April 2016.
论文官网地址：https://doi.org/10.1016/j.chb.2016.04.037
