The Effect Of Performance Of Employees Emotional Working On Job-D Company In Zhongshan Call Center Employee Case For Example

The concept of emotional work and service is closely related with the rise of the economy. In recent years, due to the growing number of D company customers and customer service requirements increasing, the call center has begun the transition towards the customer contact center operation with low cost, high performance, high tech, which will put forward new requirements to the quality and performance of the call center. In this paper, "call center employees working emotionally will impact research on job performance" as its theme.Combine call center human resources, management theory and business practice, especially in the current competitive market environment.The relationship between D company call center staff emotional work and job performance.On the basis of combing emotional work and work performance related theories, this paper first clarifies the emotional work, the definition and meaning of job performance, describes the emotional work of relevant variables, structural dimensions of emotional work and job performance, as well as the emotional work and job performance relationships. Secondly, using the methods of questionnaire and interviews, through the call center staff composition analysis, comparative differences in demographic factors of emotional work on the typical employee, the typical employee in-depth interviews, the author clears the relationship between emotion work and job performance. Furthermore, in-depth analysis on the relationship between emotional work and human resources management and combining with the current situation of D company’s call center staff emotional work, the author discusses call center staffs’ emotional work and job performance problems has aiming at these problems, put forward to develop policies and measures to optimize work.From the viewpoint of call center staffs’ emotional work, the author discusses the emotional work effects on job performance. Through the case study of enterprise, the company began to focus importance on the employee’s emotional management. The results of this study provides reference for human resource management of D company, especially the human resource management of call centers which has a certain guiding values.