DEVELOPMENT AND VALIDATION OF A FORCED CHOICE SCALE TO MEASURE JOB-RELATED DISCOMFORT AMONG CUSTOMER SERVICE REPRESENTATIVES.

1987 ◽  
Vol 30 (1) ◽  
pp. 162-173 ◽  
Author(s):  
H. J. Bernardin
Keyword(s):  
Customer Service ◽  
Forced Choice ◽  
Customer Service Representatives ◽  
Development And Validation

Leadership styles and personality traits as predictors of employee engagement of selected customer service representatives

2013 ◽  
Author(s):  
Leslee G. Arididon ◽  
Yzabel Louise S. Bueser ◽  
Danielle Denise D. Pau ◽  
Raiza Elaine P. Ramirez ◽  
Krizia Jane V. Soriano ◽  
...  
Keyword(s):  
Personality Traits ◽  
Leadership Styles ◽  
Employee Engagement ◽  
Customer Service ◽  
Customer Service Representatives

Customer Service Representatives

2021 ◽  
Vol 120 (3) ◽  
pp. 553-571
Author(s):  
Julian Kevon Glover
Keyword(s):  
Black Women ◽  
Customer Service ◽  
Sex Work ◽  
Transgender Women ◽  
Average Life Expectancy ◽  
Black Feminist ◽  
Affective Labor ◽  
Murder Rate ◽  
Black Bodies ◽  
Customer Service Representatives

This article investigates sex work among Black transgender women in Chicago’s ballroom scene, drawing on ethnographic data to argue that Black transwomen engage in sex work as a practice of self-investment undergirded by an epistemological shift regarding the centrality of affective labor to their work. In so doing, interlocutors reap the benefits of deploying embodied knowledge—the harnessing and transformation of insight derived from lived experiences of racial, gender, and sexual subjection into useful strategies, tactics, and tools—to secure material and human resources necessary for survival. A focus on how Black transwomen live, despite continued physical, spiritual, socioeconomic, political, and cultural annihilation, remains critically important given the myriad indicators (low average life expectancy, low annual income, disproportionally high murder rate, etc.) that expose the world’s indifference to the plight of this community and Black bodies writ large. Further, the author places interlocutors in conversation with Black feminist historians’ and theorists’ discussions of sex work among Black women to expose points of convergence between Black cis- and transgender women. The author also complicates narratives that link sex work to “survival” and subsequently obfuscate explorations of limited and situated agency among Black women that have significant historical precedent.

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