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Organizational commitment, emotional labor and intentions to leave: an exploratory study conducted among call center agents
No full textThis article aims to present an exploratory study that examines the relationship between the multidimensional concept of organizational commitment, emotional labor, and intentions to leave the organization. The concept of organizational commitment has three components: affective commitment, normative commitment, and continuance commitment (Meyer and Allen, 1991,1997). The three components represent a psychological state that defines the employee's relationship with his organization. While the concept of emotional labor refers to the management of emotions during interaction with customers in a service context (Hochschild, 1983). This concept involves the use of emotion-regulation strategies including deep acting, surface acting and the expression of naturally felt emotions. In this article, we review literature pertaining to these two concepts. Then, based on the psychological contract theory (Rousseau, 1989), we will attempt to answer the following research questions: can organizational commitment predict emotional labor among call center agents? What is the link between organizational commitment, emotional labor and intentions to leave? The qualitative analysis of the semi-structured interviews revealed that organizational commitment can predict the type of emotion-regulation strategies performed by call center agents. More precisely, affective commitment predicts the use of deep acting and the authentic expression of positive emotions. Normative commitment is associated with all types of emotion-regulation strategies, while continuance commitment is more associated with surface acting. Furthermore, the results show a positive impact of surface acting strategy on turnover intentions. Surface acting is the main predictor of turnover intentions, whereas a negative effect of deep acting strategy and the expression of authentic positive emotions was found on the intentions to quit. In the same vein, a negative effect of the three dimensions of organizational commitment on intentions to quit was revealed. These findings have interesting practical implications with regard to various management functions such as recruitment, training and performance management.
JEL Classification: M54
Paper type: Empirical researchThis article aims to present an exploratory study that examines the relationship between the multidimensional concept of organizational commitment, emotional labor, and intentions to leave the organization. The concept of organizational commitment has three components: affective commitment, normative commitment, and continuance commitment (Meyer and Allen, 1991,1997). The three components represent a psychological state that defines the employee's relationship with his organization. While the concept of emotional labor refers to the management of emotions during interaction with customers in a service context (Hochschild, 1983). This concept involves the use of emotion-regulation strategies including deep acting, surface acting and the expression of naturally felt emotions. In this article, we review literature pertaining to these two concepts. Then, based on the psychological contract theory (Rousseau, 1989), we will attempt to answer the following research questions: can organizational commitment predict emotional labor among call center agents? What is the link between organizational commitment, emotional labor and intentions to leave? The qualitative analysis of the semi-structured interviews revealed that organizational commitment can predict the type of emotion-regulation strategies performed by call center agents. More precisely, affective commitment predicts the use of deep acting and the authentic expression of positive emotions. Normative commitment is associated with all types of emotion-regulation strategies, while continuance commitment is more associated with surface acting. Furthermore, the results show a positive impact of surface acting strategy on turnover intentions. Surface acting is the main predictor of turnover intentions, whereas a negative effect of deep acting strategy and the expression of authentic positive emotions was found on the intentions to quit. In the same vein, a negative effect of the three dimensions of organizational commitment on intentions to quit was revealed. These findings have interesting practical implications with regard to various management functions such as recruitment, training and performance management.
JEL Classification: M54
Paper type: Empirical researc
La Regulation Emotionnelle Et L’intention De Quitter : Une Etude Empirique Aupres Des Teleconseillers Dans Les Centres D’appels Marocains
Get PDFABSTRACT:
The concept of emotional labor refers to the management of emotions during interaction with customers in a service context (Hochschild, 1978, 1983). This concept involves the use of emotion-regulation strategies including: deep acting, surface acting and the expression of naturally felt emotions. Deep acting is a strategy that consists of adjusting feelings through the practice of some cognitive strategies. On the other hand, surface acting refers to faking emotions. The individual simulates positive emotions like empathy and hides or suppresses negative emotions like anger (Grandey and Sayre, 2019). The third emotion regulation involves the spontaneous expression of emotions without any regulatory adjustments. This article sheds light on the effects of emotion regulation strategies on turnover intention among agents in Moroccan call centers. A total of 390 questionnaires were collected online from call center agents located in different cities in Morocco. The model and hypotheses were tested using the Partial Least Square Structure Equation Modeling. The results reveal that both deep acting and surface acting have a positive effect on turnover intention, while the authentic expression of positive emotions has no significant effect on this variable. These findings have interesting theoretical and practical implications with regard to various human resources and management functions including recruitment, employee retention, training, performance, and employee well-being.
KEYWORDS: Emotion regulation, turnover intention, surface acting, deep acting, authentic expression of emotions, call centerABSTRACT:
The concept of emotional labor refers to the management of emotions during interaction with customers in a service context (Hochschild, 1978, 1983). This concept involves the use of emotion-regulation strategies including: deep acting, surface acting and the expression of naturally felt emotions. Deep acting is a strategy that consists of adjusting feelings through the practice of some cognitive strategies. On the other hand, surface acting refers to faking emotions. The individual simulates positive emotions like empathy and hides or suppresses negative emotions like anger (Grandey and Sayre, 2019). The third emotion regulation involves the spontaneous expression of emotions without any regulatory adjustments. This article sheds light on the effects of emotion regulation strategies on turnover intention among agents in Moroccan call centers. A total of 390 questionnaires were collected online from call center agents located in different cities in Morocco. The model and hypotheses were tested using the Partial Least Square Structure Equation Modeling. The results reveal that both deep acting and surface acting have a positive effect on turnover intention, while the authentic expression of positive emotions has no significant effect on this variable. These findings have interesting theoretical and practical implications with regard to various human resources and management functions including recruitment, employee retention, training, performance, and employee well-being.
KEYWORDS: Emotion regulation, turnover intention, surface acting, deep acting, authentic expression of emotions, call cente
Going Beyond Counting First Authors in Author Co-citation Analysis
Get PDFThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
Variations on the Author
Get PDF“Variations on the Author” discusses two of Eduardo Coutinho’s recent films (Um Dia na Vida, from 2010, and Últimas Conversas, posthumously released in 2015) and their contribution to the general question of documentary authorship. The director’s filmography is characterized by a consistent yet self-effacing form of authorial self-inscription: Coutinho often features as an interviewer that rather than express opinions propels discourses; an interviewer that is good at listening. This mode of self-inscription characterizes him as an author who is not expressive but who is nonetheless markedly present on the screen. In Um Dia na Vida, however, Coutinho is completely absent form the image, while Últimas Conversas, on the contrary, includes a confessional prologue that moves the director from the margins to the center of his films. This article examines the ways in which these works stand out in the filmography of a director who offers new insights into the notion of cinematic authorship
Appropriate Similarity Measures for Author Cocitation Analysis
Get PDFWe provide a number of new insights into the methodological discussion about author cocitation analysis. We first argue that the use of the Pearson correlation for measuring the similarity between authors’ cocitation profiles is not very satisfactory. We then discuss what kind of similarity measures may be used as an alternative to the Pearson correlation. We consider three similarity measures in particular. One is the well-known cosine. The other two similarity measures have not been used before in the bibliometric literature. Finally, we show by means of an example that our findings have a high practical relevance.information science;Pearson correlation;cosine;similarity measure;author cocitation analysis
Dispelling the Myths Behind First-author Citation Counts
Get PDFWe conducted a full-scale evaluative citation analysis study of scholars in the XML research field to explore just how different from each other author rankings resulting from different citation counting methods actually are, and to demonstrate the capability of emerging data and tools on the Web in supporting more realistic citation counting methods. Our results contest some common arguments for the continued
use of first-author citation counts in the evaluation of scholars, such as high correlations between author rankings by first-author citation counts and other citation
counting methods, and high costs of using more realistic citation counting methods that are not well-supported by the ISI databases. It is argued that increasingly available digital full text research papers make it possible for citation analysis studies to go beyond what the ISI databases have directly supported and to employ more
sophisticated methods
koamabayili/VECTRON-author-checklist: VECTRON author checklist
No full textWe have done our best to complete the author checklist relating to the use of animals in the hut study. Note that the objective for the hut study was to evaluate the IRS treatment applications for residual efficacy against Anopheles mosquitoes, including the local An. coluzzii mosquito population. Cows were only used to attract mosquitoes into the huts and no tests were carried out directly on the cows. The author checklist is intended for use with studies where experiments are carried out on animals, which is why we have had such difficulty in completing this for the hut study, as many of the questions do not relate to how the cows were used
Author-wise bibliometric analysis based on entropy.
No full textAuthor-wise bibliometric analysis based on entropy.</p
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