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Emotional labour and its outcomes: a study of a Philippine call centre

P. Ruppel, Cynthia; L. Sims, Randi; Zeidler, Peter - In: Asia-Pacific Journal of Business Administration 5 (2013) 3, pp. 246-261

Purpose – The purpose of this paper is to examine whether Western human resource (HR) theory is applicable to a call centre located in the Philippines. A call centre, due to the amount of emotional labour involved in this type of work, is an ideal environment to study stress related Western HR...

Persistent link: https://www.econbiz.de/10014674268