When Conscientiousness Isn’t Enough: Emotional Exhaustion and Performance Among Call Center Customer Service Representatives

@article{Witt2004WhenCI,
  title={When Conscientiousness Isn’t Enough: Emotional Exhaustion and Performance Among Call Center Customer Service Representatives},
  author={L. A. Witt and Martha C. Andrews and Dawn S. Carlson},
  journal={Journal of Management},
  year={2004},
  volume={30},
  pages={149 - 160}
}
The authors examined the relationship of the interaction between emotional exhaustion and conscientiousness with objectively-measured call volume performance and subjectively-measured service quality ratings among 92 call center customer service representatives (CSR’s) of a financial services institution. Results supported the interactive effects on call volume but not service quality. Specifically, the relationship between emotional exhaustion and call volume was stronger among high- than low… Expand

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