Ethical dilemmas in call centres: how to survive in the modern sweatshops?

• DOI: 10.1504/ijwi.2012.047973
• Publication Date: 2012-07-17T11:58:27Z
• Authors: Sara Csillag; Sandor Takacs; Csaba Kiss; Roland Szilas
• Keywords: Customer Service

In this paper, we attempt to discover links between emotional labour and ethical challenges at the bottom of hierarchy based on a research project in utility company's customer services department. Based 80 depth interviews, also investigate identify those narratives tactics that service employees use order cope with problems labour, individual group level. Finally, outline some possible leadership patterns connected reducing burden, reframing situation practicing moral imagination as potential way out 'emotional trap'.