THE EDIFICE OF AFFECTIVE EVENT THEORY IN CALL CENTER INDUSTRY OF A DEVELOPING ECONOMY
Affective event theory is rooted onto the psychological modeling developed in true spirit to illustrate a legit connection between feelings and emotions within the premise of an individual’s workplace, it draws concrete tangents around an individuals’ behavior, job satisfaction and job performance. Affective Event Theory is accentuated on the idea that human beings are instinctively emotional and thereby their actions are guided by felt emotions. Despite having a subtle understanding of job accomplishment as affect there is a scarcity of application of affective event theory in call center industry where the employee and customer interaction does not experience physical exposure. Utilizing the basic literature on emotion management and moods the research paper is destined to the introduction of affective experiences in the call centers developed on the underlined notion of workplace events as a proximal foundation of emotionally loaded responses by call center agents. The paper is a novel attempt to draw a new tangent to the Affective Event Theory that would offer the application of this well- celebrated theory in the call center industry of developing economy, like Pakistan, that requires the representative to manage their emotional responses over the telephone. The following paper is a legit attempt to include a new tangent of AET in the call center industry wherein the theory has not been applied so far. Classically the model of AET has not been tested in the call center industry and therefore the paper is a novel attempt to isolate respective propositions that may offer value laden contribution to the industry.