Journal of Managerial Psychology Emotional dissonance in call centre work Jürgen Wegge Rolf Van Dick Christiane von Bernstorff Article information: Downloaded by UNIVERSITY OF ESSEX At 16:41 03 February 2015 (PT) To cite this document: Jürgen Wegge Rolf Van Dick Christiane von Bernstorff‚ (2010)‚"Emotional dissonance in call centre work"‚ Journal of Managerial Psychology‚ Vol. 25 Iss 6 pp. 596 - 619 Permanent link to this document: http://dx.doi.org/10.1108/02683941011056950 Downloaded on: 03
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Emotional Expression Emotional expression is most commonly known by the attitudes people have and the facial expressions they carry in certain situations. You can easily tell if someone is mad‚ upset‚ happy‚ or uncomfortable in a given situation. Whether most people realize it or not‚ their faces can be read like a book. Most of the time‚ you can look at someone and see their opinion on an issue without having to actually ask them what they think or how they feel. This is very helpful in most
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discuss the theory which proves that emotions are contagious and can be transferred from person to person. “Emotional contagion is a term psychologists use when emotions “spread” from person to person‚ influencing the moods and behaviors of others. We’ve all felt this shift.” (Polly Campbell Gaiam Life 2014) Campbell the writer for this article on Gaiam life gives a good example of what emotional contagion actually means. In layman’s terms it’s the transferring of feelings to an individual based on others
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The British used to be known as a reserved unemotional nation‚ people who never reveal their inner feelings‚ let alone in public. One interesting phrase “emotional literacy” is taken by a lot of writers in Britain terribly seriously. And there was this great outburst to how princess Di’s death changed the way Britain behaved‚ and the British is becoming an emotionally literate nation. Obviously‚ the British style is no longer the stiff upper lip‚ and that’s gone and it’s probably a good thing. Many
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11/23/2012 Writing Design | Aaron Jeffries | K0059524 | How emotional design has changed in the automotive industry? | Contents Introduction 3 Emotional Design 3 Model T 3 Timeline Design – 1911 - 1960 4 E-Type Jaguar 5 1960’s Cadillac 60 Special 6 Timeline Design – 1960 - 2000 6 The Experience 7 Timeline Design – 2000 - Current Date 7 Global Warming 9 Hybrid Cars 9 Future Design - Concepts 10 Conclusion 11 References 12 Introduction If you looked at the world
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This article explaining emotional branding was an interesting read. The beginning of the story really grabbed my attention. I have always found it a comfort to realize that even truly intelligent people cannot understand everything and do sometimes have to ask for explanations. Although we have all been told that there is no such thing as a stupid question‚ except a question that is not asked‚ it is difficult in the business world to ask for help or an explanation‚ without feeling inferior‚ or
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new market or even to maintain existing markets or client.Only this goods or service that has emotional aspect can influence consumers’ ultimate choice and the price they will pay. Just like Klein(2002)said the product that will flourish in the future will be the ones presented not as ‘commodities’ but as concepts;the brand as experience‚as lifestyle. One of the most important techniques to create emotional aspect is to create brand value through media. As the development of the new media the influence
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Supervision Research Paper Thesis Statement: “What impact does a manager’s or supervisor’s level of emotional intelligence have on their organizational climate?” Through the first month of the class‚ the chapter that the two of us found the most intriguing was chapter 4 on emotional intelligence. We were particularly interested in how big of an effect a manager’s emotional intelligence level has on the employees and the culture. Once deciding on our topic we began to look for sources that
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TOSHIBA Emotional Eating [Type the abstract of the document here. The abstract is typically a short summary of the contents of the document. Type the abstract of the document here. The abstract is typically a short summary of the contents of the document.] 1. Introduction a. What is emotional eating? “Emotional eating is using food to make yourself feel better-eating to fill emotional needs‚ rather than eating to fill your stomach” (2013‚ Smith and Segal). b. Recognizing what
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Emotional Hinderance "You must put your emotions into your work" is a phrase often heard in life. It proposes that emotions‚ which are often ignored‚ are a key to success. This holds true in many regards‚ however there are times when emotion should be restricted in swaying one’s thoughts. The pursuit of knowledge is to be completely objective. Thus‚ although emotional intelligence is necessary‚ it is more of a hindrance than a help‚ and should be controlled. Since knowledge is justified true
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