Investigating the Role of Emotions in Call-Center Interactions
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SeriesResearch Master Defense
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Speaker
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LocationErasmus University T18 29b
Rotterdam -
Date and time
July 10, 2026
10:00 - 12:00
Drawing on 228,000 customer service calls and 24 million conversational turns from a leading Dutch telecommunications company, this paper provides a large-scale empirical evidence that emotional labor — workers' active management of their own and customers' emotions during service interactions — constitutes a distinct and economically valuable input in service production, operating through workers' ability to attenuate customer negativity mid-call and thereby improving post-call customer lifetime value, callback rates, and churn outcomes.