International Journal of Business Reflections, Vol 1, No 2 (2020)

Font Size:  Small  Medium  Large

DIFFUSING EMOTIONS THROUGH THE ADMINISTRATIVE RATIONALITY OF CALL CENTER MANAGERS

Tosiq Hammiat

Abstract


The paper is developed to highlight the importance of emotional management in manager and subordinate relationship within the call center industry. Since the said tangent has marginal existence in academic and management literature. It is a conceptual paper fabricated to integrate the literature on managers’ emotional labor in event of modeling emotions for subordinates. The paper has developed 12 propositions that differentiate the extent and breadth of emotional labor exhibited by call center managers and front line service providers. The paper suggests that in addition of understanding the emotional labor of leaders the segment of managerial emotional labor is equally critical to the success of an organization. Hence further research is recommended in the said segment. Businesses are formed on an on-going assumption and therefore diffusing legit emotion through the administrative rationality of call center managers is a valuable construct. This research is one of its kind that isolates the literature on the importance and implications of emotional labor or Managers rather than leaders alone, the developed propositions are original.


Full Text: PDF

Refbacks

  • There are currently no refbacks.