ABSTRACT

While the disenchanted modern world throw emotions out of all analysis and readings, social formation of capitalism has not hesitated to use these outed components as a tool for its profit. The human dimension has been disregarded in modern age, but the behavioral school paid attention to this dimension. Behavioral school’s attention has made this dimension very populer at the end of the twentieth century. Customer-focused view, steadily increasing of service works, and that these type of works become the main referance have gave rise to that emotions of workers gain a core position in organisations. What expected from the workers at this point is to compress their real emotions and serve for customers by using some masks which ensure the enjoyment of customers. But this process has resulted in an alienation way occuring between the workers and their emotions. In this essay, we will deal with some reflections of emotional labour by examinig two call centres in banking sector