Call Centers That Service Customers for Firms Like Software and Computer

question 16

Multiple Choice

Call centers that service customers for firms like software and computer hardware companies are increasingly using employees in India to staff the telephones. This is an example of ________.

• A)outsourcing
• B)offshoring
• C)downsizing
• D)international staffing

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Definitions:

Emotional Labor

The process of managing feelings and expressions to fulfill the emotional requirements of a job, often involving suppressing true feelings.

Emotional Intelligence

The ability to recognize, understand, manage, and use emotions effectively in oneself and in relation to others.

Job Involvement

The level of psychological identification or commitment a person has with their job.

Organizational Commitment

The emotional attachment, identification, and involvement an employee has with their organization, influencing their willingness to continue working there.