Deery, Stephen J.; Iverson, Roderick D.; Walsh, Janet T. - In: British Journal of Industrial Relations 48 (2010) 1, pp. 181-200
It has been observed that customer service workers often develop mutually supportive coping strategies to protect themselves from the emotional strain of overwork. These strategies can receive tacit support from supervisors, who may accept them as a means of getting the work done. The study...