Kumi Ishii - Academia.edu (original) (raw)
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California State University Long Beach
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Papers by Kumi Ishii
The recent growth of service industries as well as the rise of e-commerce has increased the numbe... more The recent growth of service industries as well as the rise of e-commerce has increased the number of online customer service workers. Research on face-to-face service work has shown that these workers are expected to display certain emotions in the course of their work, a phenomenon known as emotional labor. However, little is known about emotional communication among online customer service workers. We explored emotional labor in an online context by examining the degree of emotional presence in mediated service interactions and its relationship with workers’ acting strategies (i.e., surface acting, deep acting). Further, we examined how emotional presence and acting strategies are related to job satisfaction as well as burnout. Data were collected from 130 online customer service workers via an online survey questionnaire. The results indicated online service workers in this study perceive the highest emotional presence in phone conversations, followed by email and chat. Although...
The recent growth of service industries as well as the rise of e-commerce has increased the numbe... more The recent growth of service industries as well as the rise of e-commerce has increased the number of online customer service workers. Research on face-to-face service work has shown that these workers are expected to display certain emotions in the course of their work, a phenomenon known as emotional labor. However, little is known about emotional communication among online customer service workers. We explored emotional labor in an online context by examining the degree of emotional presence in mediated service interactions and its relationship with workers’ acting strategies (i.e., surface acting, deep acting). Further, we examined how emotional presence and acting strategies are related to job satisfaction as well as burnout. Data were collected from 130 online customer service workers via an online survey questionnaire. The results indicated online service workers in this study perceive the highest emotional presence in phone conversations, followed by email and chat. Although...