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Introduction

The customer service industry is known for its high demands on employees to regulate their emotions while interacting with customers. Emotional regulation, defined as the ability to monitor, evaluate, and modify one’s emotional reactions in order to meet the demands of a situation, has been shown to have a significant impact on job performance in various industries. However, the relationship between emotional regulation and job performance in customer service roles remains a relatively unexplored area of research.

This thesis aims to analyze the relationship between emotional regulation and job performance in customer service roles. By examining how emotional regulation strategies are utilized by customer service employees and how they impact their job performance, this research seeks to provide valuable insights for both academia and industry.

Chapter One: Introduction
1.1 Introduction
1.2 Background of study
1.3 Problem Statement
1.4 Objective of Study
1.5 Limitation of Study
1.6 Scope of Study
1.7 Significance of Study
1.8 Structure of the Thesis
1.9 Definition of Terms

Chapter Two: Literature Review
2.1 Overview of emotional regulation
2.2 Emotional regulation in customer service roles
2.3 Job performance in customer service roles
2.4 Theoretical framework
2.5 Previous research on emotional regulation and job performance
2.6 Relationship between emotional regulation and job performance
2.7 Emotional regulation strategies
2.8 Impact of emotional regulation on job performance
2.9 The role of emotional intelligence
2.10 Summary of literature review

Chapter Three: Research Methodology
3.1 Research design
3.2 Participants
3.3 Data collection
3.4 Measures
3.5 Data analysis
3.6 Validity and reliability
3.7 Ethical considerations
3.8 Limitations of methodology

Chapter Four: Discussion of Findings
4.1 Overview of findings
4.2 Analysis of emotional regulation strategies
4.3 Impact of emotional regulation on job performance
4.4 Comparison of results with existing literature
4.5 Implications for theory and practice
4.6 Recommendations for future research

Chapter Five: Conclusion and Summary
5.1 Summary of findings
5.2 Contributions to the field
5.3 Practical implications
5.4 Limitations of study
5.5 Suggestions for future research
5.6 Conclusion

Thesis Overview

The customer service industry is one that requires employees to navigate challenging interactions with customers on a daily basis. Emotional regulation, the ability to manage one’s emotions in various situations, plays a crucial role in determining job performance in customer service roles. This thesis seeks to analyze the relationship between emotional regulation and job performance in customer service roles.

Chapter One provides an introduction to the topic, outlining the background, problem statement, objectives, limitations, scope, significance of the study, and the structure of the thesis. Chapter Two presents a comprehensive literature review on emotional regulation, job performance, theoretical frameworks, previous research, emotional regulation strategies, emotional intelligence, and the relationship between emotional regulation and job performance.

Chapter Three details the research methodology, including research design, participants, data collection, measures, data analysis, validity and reliability, ethical considerations, and limitations. Chapter Four presents a discussion of the findings, analyzing emotional regulation strategies, the impact of emotional regulation on job performance, and implications for theory and practice.

Chapter Five offers a conclusion and summary, highlighting the key findings, contributions to the field, practical implications, limitations of the study, suggestions for future research, and a conclusion. By exploring the relationship between emotional regulation and job performance in customer service roles, this research aims to provide valuable insights for both academia and industry.

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