Effects of Recognition of Customer Feedback on Relationships between Emotional Labor and Job Satisfaction: Focusing on a Call Center that Offers Professional Services

<!DOCTYPE html> <html lang="en" dir="ltr"> <head>  <script async src="https://www.googletagmanager.com/gtag/js?id=G-P63WKM1TM1"></script> <script> window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} gtag('js', new Date()); gtag('config', 'G-P63WKM1TM1'); </script>  <script type="text/javascript" > (function(m,e,t,r,i,k,a){m[i]=m[i]||function(){(m[i].a=m[i].a||[]).push(arguments)}; m[i].l=1*new Date(); for (var j = 0; j < document.scripts.length; j++) {if (document.scripts[j].src === r) { return; }} k=e.createElement(t),a=e.getElementsByTagName(t)[0],k.async=1,k.src=r,a.parentNode.insertBefore(k,a)}) (window, document, "script", "https://mc.yandex.ru/metrika/tag.js", "ym"); ym(55165297, "init", { clickmap:false, trackLinks:true, accurateTrackBounce:true, webvisor:false }); </script> <noscript><div><img src="https://mc.yandex.ru/watch/55165297" style="position:absolute; left:-9999px;" alt="" /></div></noscript>    <title>Effects of Recognition of Customer Feedback on Relationships between Emotional Labor and Job Satisfaction: Focusing on a Call Center that Offers Professional Services</title> <meta name="description" content="Effects of Recognition of Customer Feedback on Relationships between Emotional Labor and Job Satisfaction: Focusing on a Call Center that Offers Professional Services"> <meta name="keywords" content="Call center, emotional labor, professional service, job satisfaction, customer feedback."> <meta name="viewport" content="width=device-width, initial-scale=1, minimum-scale=1, maximum-scale=1, user-scalable=no"> <meta charset="utf-8"> <meta name="citation_title" content="Effects of Recognition of Customer Feedback on Relationships between Emotional Labor and Job Satisfaction: Focusing on a Call Center that Offers Professional Services"> <meta name="citation_author" content="Kiyoko Yoshimura"> <meta name="citation_author" content="Yasunobu Kino"> <meta name="citation_publication_date" content="2024/07/24"> <meta name="citation_journal_title" content="International Journal of Social and Business Sciences"> <meta name="citation_volume" content="18"> <meta name="citation_issue" content="7"> <meta name="citation_firstpage" content="373"> <meta name="citation_lastpage" content="383"> <meta name="citation_pdf_url" content="https://publications.waset.org/10013737/pdf"> <link href="https://cdn.waset.org/favicon.ico" type="image/x-icon" rel="shortcut icon"> <link href="https://cdn.waset.org/static/plugins/bootstrap-4.2.1/css/bootstrap.min.css" rel="stylesheet"> <link href="https://cdn.waset.org/static/plugins/fontawesome/css/all.min.css" rel="stylesheet"> <link href="https://cdn.waset.org/static/css/site.css?v=150220211555" rel="stylesheet"> </head> <body> <header> <div class="container"> <nav class="navbar navbar-expand-lg navbar-light"> <a class="navbar-brand" href="https://waset.org"> <img src="https://cdn.waset.org/static/images/wasetc.png" alt="Open Science Research Excellence" title="Open Science Research Excellence" /> </a> <button class="d-block d-lg-none navbar-toggler ml-auto" type="button" data-toggle="collapse" data-target="#navbarMenu" aria-controls="navbarMenu" aria-expanded="false" aria-label="Toggle navigation"> <span class="navbar-toggler-icon"></span> </button> <div class="w-100"> <div class="d-none d-lg-flex flex-row-reverse"> <form method="get" action="https://waset.org/search" class="form-inline my-2 my-lg-0"> <input class="form-control mr-sm-2" type="search" placeholder="Search Conferences" value="" name="q" aria-label="Search"> <button class="btn btn-light my-2 my-sm-0" type="submit"><i class="fas fa-search"></i></button> </form> </div> <div class="collapse navbar-collapse mt-1" id="navbarMenu"> <ul class="navbar-nav ml-auto align-items-center" id="mainNavMenu"> <li class="nav-item"> <a class="nav-link" href="https://waset.org/conferences" title="Conferences in 2024/2025/2026">Conferences</a> </li> <li class="nav-item"> <a class="nav-link" href="https://waset.org/disciplines" title="Disciplines">Disciplines</a> </li> <li class="nav-item"> <a class="nav-link" href="https://waset.org/committees" rel="nofollow">Committees</a> </li> <li class="nav-item dropdown"> <a class="nav-link dropdown-toggle" href="#" id="navbarDropdownPublications" role="button" data-toggle="dropdown" aria-haspopup="true" aria-expanded="false"> Publications </a> <div class="dropdown-menu" aria-labelledby="navbarDropdownPublications"> <a class="dropdown-item" href="https://publications.waset.org/abstracts">Abstracts</a> <a class="dropdown-item" href="https://publications.waset.org">Periodicals</a> <a class="dropdown-item" href="https://publications.waset.org/archive">Archive</a> </div> </li> <li class="nav-item"> <a class="nav-link" href="https://waset.org/page/support" title="Support">Support</a> </li> </ul> </div> </div> </nav> </div> </header> <main> <div class="container mt-4"> <div class="row"> <div class="col-md-9 mx-auto"> <form method="get" action="https://publications.waset.org/search"> <div id="custom-search-input"> <div class="input-group"> <i class="fas fa-search"></i> <input type="text" class="search-query" name="q" placeholder="Author, Title, Abstract, Keywords" value=""> <input type="submit" class="btn_search" value="Search"> </div> </div> </form> </div> </div> <div class="row mt-3"> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Commenced</strong> in January 2007</div> </div> </div> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Frequency:</strong> Monthly</div> </div> </div> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Edition:</strong> International</div> </div> </div> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Paper Count:</strong> 33093</div> </div> </div> </div> <div class="card publication-listing mt-3 mb-3"> <h5 class="card-header" style="font-size:.9rem">Effects of Recognition of Customer Feedback on Relationships between Emotional Labor and Job Satisfaction: Focusing on a Call Center that Offers Professional Services</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/search?q=Kiyoko%20Yoshimura">Kiyoko Yoshimura</a>, <a href="https://publications.waset.org/search?q=Yasunobu%20Kino"> Yasunobu Kino</a> </p> <p class="card-text"><strong>Abstract:</strong></p> <p>Focusing on professional call centers where workers with expertise perform services, this study aims to clarify the relationships between emotional labor and job satisfaction and the effects of recognition of customer feedback. Since the professional call center operators consist of professional license holders (qualification holders) and those who do not (non-holders), the following three points are analyzed in the two groups by using covariance structure analysis and simultaneous multi-population analysis: 1) The relationship between emotional labor and job satisfaction, 2) customer feedback and job satisfaction, and 3) the intermediation effect between the emotional labor of customer feedback and job satisfaction. The following results are obtained: i) No direct effect is found between job satisfaction and emotional labor for qualification holders and non-holders, ii) for qualification holders and non-holders, recognition of positive feedback and recognition of negative feedback had positive and negative effects on job satisfaction, respectively, iii) for qualification and non-holders, “consideration for colleagues” influences job satisfaction by recognizing positive feedback, and iv) only for qualification holders, the factors “customer-oriented emotional expression” and “emotional disharmony” have a positive and negative effect on job satisfaction, respectively, through recognition of positive feedback and recognition of negative feedback.</p> <iframe src="https://publications.waset.org/10013737.pdf" style="width:100%; height:400px;" frameborder="0"></iframe> <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/search?q=Call%20center" title="Call center">Call center</a>, <a href="https://publications.waset.org/search?q=emotional%20labor" title=" emotional labor"> emotional labor</a>, <a href="https://publications.waset.org/search?q=professional%20service" title=" professional service"> professional service</a>, <a href="https://publications.waset.org/search?q=job%20satisfaction" title=" job satisfaction"> job satisfaction</a>, <a href="https://publications.waset.org/search?q=customer%20feedback." title=" customer feedback."> customer feedback.</a> </p> <a href="https://publications.waset.org/10013737/effects-of-recognition-of-customer-feedback-on-relationships-between-emotional-labor-and-job-satisfaction-focusing-on-a-call-center-that-offers-professional-services" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/10013737/apa" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">APA</a> <a href="https://publications.waset.org/10013737/bibtex" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">BibTeX</a> <a href="https://publications.waset.org/10013737/chicago" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">Chicago</a> <a href="https://publications.waset.org/10013737/endnote" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">EndNote</a> <a href="https://publications.waset.org/10013737/harvard" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">Harvard</a> <a href="https://publications.waset.org/10013737/json" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">JSON</a> <a href="https://publications.waset.org/10013737/mla" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">MLA</a> <a href="https://publications.waset.org/10013737/ris" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">RIS</a> <a href="https://publications.waset.org/10013737/xml" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">XML</a> <a href="https://publications.waset.org/10013737/iso690" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">ISO 690</a> <a href="https://publications.waset.org/10013737.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">74</span> </span> <p class="card-text"><strong>References:</strong></p> <br>[1] Russell, B. “Call centers: A decade of research,” International Journal of Management Reviews, vol.10, no.3, 2008, pp.195-219. <br>[2] Japanese Pharmaceutical Manufacturers Association. “Current Status and Future of Drug Consultation Services in Pharmaceutical Companies - For the Execution of Roles in Response to Changes in the Environment Surrounding Drug Consultation Services,” Pharmaceutical Informatics, vol.16, no.3, 2014, pp.103-107. (Japanese) <br>[3] Sakurai, H. “Causal Verification of Employee Satisfaction and Customer Satisfaction in Service Management,” Journal of the Society of Operations Management and Strategy, Vol. 9, no.1, 2019pp.48-63. (Japanese) <br>[4] Rutten, L. J. F., Squiers, L., & Treiman, K. “Requests for information by family and friends of cancer patients calling the National Cancer Institute’s Cancer Information Service,” Psycho-Oncology: Journal of the Psychological, Social and Behavioral Dimensions of Cancer, vol.15, no.8, 2006, pp. 664-672. <br>[5] Stauss, B. & Seidel, W. “Complaint Management - The Heart of CRM,” Thomson Publishing, Mason, OH., 2004. <br>[6] Hochschild, A.R. “The Managed Heart: Commercialization of Human Feeling,” Berkeley: University of California Press, 1983. <br>[7] Ishikawa, K. “Relevance of Work Environment Characteristics and Stress in Call Centers - From the Viewpoint of emotional labor,” Journal of the Japanese Society of Labor Engineers, Vol.12, no.1, 2010, pp. 43-58. (Japanese) <br>[8] Ishikawa, K. “Making emotional labor Action Scales in Call Centers,” Industrial Counseling Research, vol. 03, 2011, pp.1-11 (Japanese) <br>[9] Wharton; A. S. “The affective consequences of service work: managing emotions on the job,” In Work and Occupations, vol. 20, 1993, pp. 205-232. <br>[10] Wharton, A. S. “Service with a smile: Understanding the consequence of emotional labour.” In Working in the Service Society. Philadelphia: Temple University press, 1996, pp. 93-112. <br>[11] Muya, M., Katsuyama K., & Aoyama H. “A Study on the Reliability and Validity of the Job Satisfaction Scale for Hospital Nurses,” Social Medical Research, vol.31, no.1, 2014, pp.37- 44 (Japanese) <br>[12] Ikeuchi, H. & Fujiwara, T. “Impact of emotional labor Complaint Handling on Mental Health: Focusing on Subjective Stress and Job Satisfaction”, Journal of the Faculty of Sociology, Kwansei Gakuin University, vol. 120, 2015, pp.89-102 (Japanese) <br>[13] Komura, Y. “Self in emotional labor - Conditions for emotional labor to become a positive experience,” The annuals of sociology, vol. 45, 2004, pp.67-82. (Japanese) <br>[14] Lee, Y. H., Lee, S. H. B., & Chung, J. Y. “Research on how emotional expressions of emotional labor workers and perception of customer feedbacks affect turnover intentions: emphasis on moderating effects of emotional intelligence,” Frontiers in psychology, vo.2526, 2019, pp.1-21. <br>[15] Suga, T., & Shoji, M. “Research trends on the effect of emotional labor on job satisfaction and job burnout,” Mejiro University Psychology Research, vol. 4, 2008, pp.137-153 (Japanese) <br>[16] Humphrey, R. H., Ashforth, B. E., & Diefendorff, J. M. (2015). The bright side of emotional labor. Journal of Organizational Behavior, 36(6), 749-769. <br>[17] Shuler, S. & Sypher, B.D. “Seeking emotional labor: When managing the heart enhances the work experience,” Management Communication Quarterly, vol. 14, no.1, 2000, pp.50-89. <br>[18] Zito, M., Emanuel, F., Molino, M., Cortese, C. G., Ghislieri, C., & Colombo, L. “Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction,” PloS one,13(2), e0192126, 2018. <br>[19] Pugliesi, K. “The consequences of emotional labor: Effects on work stress, Job satisfaction, and well-being,” Motivation and Emotion, vol. 23, no.2,1999, pp.125-154. <br>[20] Pugliesi, K., & Shook, S. L. “Gender, Jobs, and Emotional Labor in a complex organization,” Social perspectives on emotion, vol. 4, 1997, pp. 283-316. <br>[21] Suga, T., & Shoji, M. “Effects of emotional labor of restaurant part-time workers and gratitude and praise from customers on job satisfaction,” Mejiro University Psychology Research, vol.6, 2010, pp25-32. (Japanese) <br>[22] Lewig, K. A., & Dollard, M. F. “Emotional dissonance, emotional exhaustion and job satisfaction in call center workers,” European journal of work and organizational psychology, vol.12, no.4, 2003, pp.366-392. </div> </div> </div> </main> <footer> <div id="infolinks" class="pt-3 pb-2"> <div class="container"> <div style="background-color:#f5f5f5;" class="p-3"> <div class="row"> <div class="col-md-2"> <ul class="list-unstyled"> About <li><a href="https://waset.org/page/support">About Us</a></li> <li><a href="https://waset.org/page/support#legal-information">Legal</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/WASET-16th-foundational-anniversary.pdf">WASET celebrates its 16th foundational anniversary</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Account <li><a href="https://waset.org/profile">My Account</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Explore <li><a href="https://waset.org/disciplines">Disciplines</a></li> <li><a href="https://waset.org/conferences">Conferences</a></li> <li><a href="https://waset.org/conference-programs">Conference Program</a></li> <li><a href="https://waset.org/committees">Committees</a></li> <li><a href="https://publications.waset.org">Publications</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Research <li><a href="https://publications.waset.org/abstracts">Abstracts</a></li> <li><a href="https://publications.waset.org">Periodicals</a></li> <li><a href="https://publications.waset.org/archive">Archive</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Open Science <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Open-Science-Philosophy.pdf">Open Science Philosophy</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Open-Science-Award.pdf">Open Science Award</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Open-Society-Open-Science-and-Open-Innovation.pdf">Open Innovation</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Postdoctoral-Fellowship-Award.pdf">Postdoctoral Fellowship Award</a></li> <li><a target="_blank" rel="nofollow" href="https://publications.waset.org/static/files/Scholarly-Research-Review.pdf">Scholarly Research Review</a></li> </ul> </div> <div class="col-md-2"> <ul class="list-unstyled"> Support <li><a href="https://waset.org/page/support">Support</a></li> <li><a href="https://waset.org/profile/messages/create">Contact Us</a></li> <li><a href="https://waset.org/profile/messages/create">Report Abuse</a></li> </ul> </div> </div> </div> </div> </div> <div class="container text-center"> <hr style="margin-top:0;margin-bottom:.3rem;"> <a href="https://creativecommons.org/licenses/by/4.0/" target="_blank" class="text-muted small">Creative Commons Attribution 4.0 International License</a> <div id="copy" class="mt-2">© 2024 World Academy of Science, Engineering and Technology</div> </div> </footer> <a href="javascript:" id="return-to-top"><i class="fas fa-arrow-up"></i></a> <div class="modal" id="modal-template"> <div class="modal-dialog"> <div class="modal-content"> <div class="row m-0 mt-1"> <div class="col-md-12"> <button type="button" class="close" data-dismiss="modal" aria-label="Close"><span aria-hidden="true">×</span></button> </div> </div> <div class="modal-body"></div> </div> </div> </div> <script src="https://cdn.waset.org/static/plugins/jquery-3.3.1.min.js"></script> <script src="https://cdn.waset.org/static/plugins/bootstrap-4.2.1/js/bootstrap.bundle.min.js"></script> <script src="https://cdn.waset.org/static/js/site.js?v=150220211556"></script> <script> jQuery(document).ready(function() { /*jQuery.get("https://publications.waset.org/xhr/user-menu", function (response) { jQuery('#mainNavMenu').append(response); });*/ jQuery.get({ url: "https://publications.waset.org/xhr/user-menu", cache: false }).then(function(response){ jQuery('#mainNavMenu').append(response); }); }); </script> </body> </html>

CINXE.COM

Effects of Recognition of Customer Feedback on Relationships between Emotional Labor and Job Satisfaction: Focusing on a Call Center that Offers Professional Services