Mood and Engagement Contagion in a Call Center Environment

Author

Sarah Welsch, Minnesota State University Mankato

Abstract

The expanding call center industry creates a work environment characterized by low engagement, high stress, and high turnover. By investigating the phenomena of mood and engagement contagion, this study seeks to identify ways to improve the negative call center working conditions. Specifically, mood and engagement contagion from supervisor to subordinate is investigated within a large retail call center. In addition, the relationships between mood and performance, engagement and performance, and mood and engagement are explored.

Advisor

Kristie Campana

Committee Member

Lisa Perez

Committee Member

Chris Mahoney

Date of Degree

2016

Language

english

Document Type

Thesis

Degree

Master of Arts (MA)

Department

Psychology

College

Social and Behavioral Sciences

Comments

Full-Text available through subscription to ProQuest Dissertations and Theses Global.

Recommended Citation

Welsch, S. (2016). Mood and Engagement Contagion in a Call Center Environment [Master’s thesis, Minnesota State University, Mankato]. Cornerstone: A Collection of Scholarly and Creative Works for Minnesota State University, Mankato. https://cornerstone.lib.mnsu.edu/etds/642/