Mood and Engagement Contagion in a Call Center Environment
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.
Date of Degree
Master of Arts (MA)
Social and Behavioral Sciences
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/