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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The earliest roots of emotional intelligence can be traced to Charles Darwin’s work on the importance of emotional expression for survival and adaptation.[2] In the 1900s‚ even though traditional definitions of intelligence emphasized cognitive aspects such as memory and problem-solving‚ several influential researchers in the intelligence field of study had begun to recognize the importance of the non-cognitive aspects. For instance‚ as early as 1920‚ E.L. Thorndike used the term social intelligence
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nteMALAY VERSION OF THE EMOTIONAL COMPETENCE INVENTORY (ECI): A STUDY OF RELIABILITY AND VALIDITY CHUA BEE SEOK‚ Ph.D chuabs@ums.edu.my BEDDU SALAM BACO‚ MA beddu@ums.edu.my Sekolah Psikologi & Kerja Sosial Universiti Malaysia Sabah Tel: 088-320000 ext 1525/1549 HARRIS SHAH ABDUL HAMID‚ MSc. harris@iiu.edu.my Department of Psycholgoy International Islamic University Malaysia Tel: 03 2056 4000 ext 3058 ABSTRACT This study investigates the reliability and validity of the Emotional Competence Inventory
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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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Role of Emotional Intelligence 1 Rana Rashid Rehman‚ 2Arfan Khalid and 2Majid Khan Quaid-i-Azam School of Management Sciences (QASMS)‚ Quaid-i-Azam University‚ Islamabad‚ Pakistan 2 Department of Management Sciences‚ COMSATS Institute of Information Technology‚ Islamabad‚ Pakistan 1 Abstract: The primary aim of the present study is to determine the impact of employee decision making styles on organizational performance. Study also investigates the moderating role of emotional intelligence
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09/04/2013 Emotional Intellig ence Over view About Emotional Intelligence (EI) Emotional Intelligence (EI)‚ o ften measured as an Emotional Intelligent Quotient (EQ)‚ describes an ability‚ capacity‚ o r skill to perceive‚ access‚ and mange the emo tio ns o f self‚ and o thers‚ and gro ups. It is a relatively new area o f psycho lo gical research. Origins of the concept The idea o f emo tio nal intelligence has been aro und fo r so me co nsiderable time. Ho w ever it became w idely
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MTD Training Emotional Intelligence Download free eBooks at bookboon.com 2 Emotional Intelligence © 2010 MTD Training & Ventus Publishing ApS ISBN 978-87-7681-600-1 Download free eBooks at bookboon.com 3 Contents Emotional Intelligence Contents Preface 7 1. 1.1 1.2 1.3 1.4 Overview of Emotional Intelligence Introduction Theories of Multiple Intelligences The Importance of Emotions Emotions and the Brain 9 9 10 11 13 2.
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book Emotional Intelligence by Daniel Goleman‚ the central thesis that he tries to point out is that emotional intelligence may be more important than I.Q. in determining a person’s well being and success in life. At first I didn’t know what Goleman was talking about when he said emotional intelligence‚ but after reading the book I have to say that I agree completely with Goleman. One reason for my acceptance of Goleman’s theory is that academic intelligence has little to do with emotional life.
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from any other source such as the internet. Name: Ann E Body Date: 01.01.01 Please write the essay title in FULL below: Montessori saw movement as a harmonising factor in the child’s development. Explain how the underpinning ethos of the prepared environment facilitates a balance between the mental and physical energies of the child. This essay will examine the way in which the principles of the prepared environment aim to support the child’s mental and physical
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Appealing-to-the-Senses Description: Let the reader see‚ smell‚ hear‚ taste‚ and feel what you write in your essay. The thick‚ burnt scent of roasted coffee tickled the tip of my nose just seconds before the old‚ faithful alarm blared a distorted top-forty through its tiny top speaker. Wiping away the grit of last night’s sleep‚ the starch white sunlight blinded me momentarily as I slung my arm like an elephant trunk along the top of the alarm‚ searching for the snooze button. While stretching
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