- 研究生: 張旭真 Chang , Hsu - Chen
- 論文名稱: 電話客服中心的情緒勞動-以電話接聽為例
- 論文名稱: Emotional labor of nbound Service in Call Center
- 指導教授: 楊榮宗 Yang , Jung-Tsung
- 關鍵字: 客服中心 客戶服務 勞動 情緒勞動
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[摘要]
伴隨服務業的擴張，與客戶互動成為勞動過程中重要的部分，組織的管理制度著眼於勞動
者的聲音、表情、姿勢，因此學者以「情緒勞動」指稱這種勞動形式。本文以無線通訊客
服中心為研究對象，深度訪談第一線客服員的工作經驗，透過訪談資料的整理，呈現客服
中心的管理制度，以及客服員的情緒勞動。
由於電腦電話整合系統提供的監控功能，管理者對於勞動者的表現有更嚴密、即時的掌握
，客服員一方面受制於組織對於服務態度的要求，一方面必須承受客戶的抱怨與不滿。
客戶情緒所帶來的壓力，難免使勞動者感到情緒耗竭，必須藉助各種方式抒解。即使情緒
勞動是造成客服工作壓力的主要來源，但是在與客戶接觸的過程中，客服員也從人際互動
中獲得工作的滿足與成就。經由電話互動使情緒勞動不同於面對面的互動方式，客服員遠
離客戶注視的眼光，然而管理的力量卻無時無刻不注視著勞動者的言行舉止。
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[摘要]
With the expansion of service industry, interacting with customers becomes the
important part of labor process. Managers care about voice, facial expression,
gestures of labors more and more. Hochschild named it ‘emotional labor’. In
this essay, researcher interviewed several customer service representatives (
CSRs) working in wireless communication company. Through these interview data,
researcher want to understand management in call center and emotional labor of
agents.
With the surveillance mechanism supported by technology, managers own
stricter, more immediate control on workers. The agents must obey the rules
of attitude made by the company, and face much complaint and dissatisfaction
of customers.
The emotional pressure makes CSRs feel exhausted and this makes them try to
find other ways to relieve. Though emotional labor is the source of pressure
in service work, CSRs sometimes feel satisfied and get achievement in the
process of interacting with customers. Interacting on telephone is different
from face-to-face interaction, agents can run away from the staring of
customers. But managers could watch workers through technology facility all
the time.
