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The effects of emotional dissonance and quality of work life perceptions on absenteeism and turnover intentions among turkish call center employees
Celik, Duysal Askun; Oz, Ela Unler (ELSEVIER SCIENCE BV, 2011)Service industry gained importance in recent periods. Call Centers have been situated within that sector in which emotions are most intensively used. For competitiveness, understanding the emotional processes is important. ...