See discussions, stats, and author profiles for this publication at: https://www.researchgate.net/publication/230555062 Call centres: High on technology – high on emotions Article in European Journal of Work and Organizational Psychology · December 2003 DOI: 10.1080/13594320344000219 CITATIONS 54 READS 35 2 authors: Christian Dormann Johannes Gutenberg-Univ… 76 PUBLICATIONS 3,229 CITATIONS SEE PROFILE Fred R H Zijlstra Maastricht University 95 PUBLICATIONS 2,078 CITATIONS SEE PROFILE All content following this page was uploaded by Fred R H Zijlstra on 23 March 2015. The user has requested enhancement of the downloaded file.