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Positive Emotions of Human Service Employees

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Advances in Physical, Social & Occupational Ergonomics (AHFE 2020)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1215))

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Abstract

While the role of customer service employees is important as they can add value to the products and services in an organization, information technology (IT), artificial intelligence (AI), and automated machines may be more productive than employees. Thus, employees may perceive role conflict. According to previous studies, the perception of role conflict by employees reduces trust in organizations and task performance. This study shows that positive emotion, such as the affective delivery of customer service employees, serves a buffering function and provides a useful antidote in the workplace. Conversely, negative emotion, such as emotional exhaustion due to role conflict, devastates the intrinsic motivation of employees.

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Acknowledgment

This work is supported by JSPS KAKENHI Grant Number JP19K13800.

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Authors and Affiliations

  1. Center for Economic Growth Strategy, Graduate School of International Social Science, Yokohama National University, 79-4, Tokiwadai, Hodogaya-Ku, Yokohama, 240-8501, Japan

    Noriko Okabe

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  1. Noriko Okabe
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Correspondence to Noriko Okabe .

Editor information

Editors and Affiliations

  1. Industrial Engineering and Management System, University of Central Florida, Orlando, FL, USA

    Waldemar Karwowski

  2. Department IELM, Hong Kong University of Science and Technology, Kowloon, Hong Kong

    Ravindra S. Goonetilleke

  3. Korea Advanced Institute of Science and Technology, Daejeon, Korea (Republic of)

    Shuping Xiong

  4. Faculty of Industrial Design Engineering, Delft University of Technology, Delft, Zuid-Holland, The Netherlands

    Richard H. M. Goossens

  5. Okayama University, Okayama, Japan

    Atsuo Murata

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© 2020 The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG

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Okabe, N. (2020). Positive Emotions of Human Service Employees. In: Karwowski, W., Goonetilleke, R., Xiong, S., Goossens, R., Murata, A. (eds) Advances in Physical, Social & Occupational Ergonomics. AHFE 2020. Advances in Intelligent Systems and Computing, vol 1215. Springer, Cham. https://doi.org/10.1007/978-3-030-51549-2_72

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  • DOI: https://doi.org/10.1007/978-3-030-51549-2_72

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-51548-5

  • Online ISBN: 978-3-030-51549-2

  • eBook Packages: EngineeringEngineering (R0)

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