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Using AI to predict service agent stress from emotion patterns in service interactions
16 references·1 citing·52 second hop
Using AI to predict service agent stress from emotion patterns in service interactions (2020)Using AI to predict service agent stress …The Ryerson Audio-Visual Database of Emotional Speech and Song (RAVDESS): A dynamic, multimodal set of facial and vocal expressions in North American English (2018)The Ryerson Audio-Visual Data…Speech emotion recognition using deep 1D & 2D CNN LSTM networks (2018)Speech emotion recognition us…Understanding Customer Experience Throughout the Customer Journey (2016)Understanding Customer Experi…Big Data Deep Learning: Challenges and Perspectives (2014)Big Data Deep Learning: Chall…What is Meant by Calling Emotions Basic (2011)What is Meant by Calling Emot…A meta-analysis of burnout with job demands, resources, and attitudes (2011)A meta-analysis of burnout wi…IEMOCAP: interactive emotional dyadic motion capture database (2008)IEMOCAP: interactive emotiona…WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY. (2003)WHEN "THE SHOW MUST GO ON": S…The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors. (2003)The relationship of emotional…Approach-avoidance motivation in personality: Approach and avoidance temperaments and goals. (2002)Approach-avoidance motivation…Approach-avoidance motivation in personality: Approach and avoidance temperaments and goals. (2002)Approach-avoidance motivation…An empirical examination of self-reported work stress among U.S. managers. (2000)An empirical examination of s…Emotional exhaustion as a predictor of job performance and voluntary turnover. (1998)Emotional exhaustion as a pre…Basic emotions, relations among emotions, and emotion-cognition relations. (1992)Basic emotions, relations amo…Emotional Intelligence (1990)Emotional IntelligenceThe Repertoire of Nonverbal Behavior: Categories, Origins, Usage, and Coding (1969)The Repertoire of Nonverbal B…Well-Being and Employee Performance—Research Insights from a Bibliometric and Thematic Perspective (2023)Well-Being and Employee Perfo…Feeling and thinking: Preferences need no inferences. (1980)The nature of emotion: Fundamental questions. (1994)Emotions are real. (2012)Evolutionary Psychology and the Emotions (2017)Self-report captures 27 distinct categories of emotion bridged by continuous gradients (2017)The measurement of experienced burnout (1981)Self-Reports in Organizational Research: Problems and Prospects (1986)Burnout in Organizational Life (2004)The relationship of age to ten dimensions of job performance. (2008)Benefits of mindfulness at work: The role of mindfulness in emotion regulation, emotional exhaustion, and job satisfaction. 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References

  • 1990Emotional Intelligence10,470 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
  • 2008IEMOCAP: interactive emotional dyadic motion capture database3,864 cited
  • 1969The Repertoire of Nonverbal Behavior: Categories, Origins, Usage, and Coding3,316 cited
  • 2003WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY.2,283 cited
  • 2000An empirical examination of self-reported work stress among U.S. managers.2,152 cited
  • 2018The Ryerson Audio-Visual Database of Emotional Speech and Song (RAVDESS): A dynamic, multimodal set of facial and vocal expressions in North American English1,898 cited
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  • 2003The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors.1,483 cited
  • 2011What is Meant by Calling Emotions Basic1,346 cited
  • 2002Approach-avoidance motivation in personality: Approach and avoidance temperaments and goals.1,321 cited
  • 2014Big Data Deep Learning: Challenges and Perspectives1,255 cited
  • 2002Approach-avoidance motivation in personality: Approach and avoidance temperaments and goals.1,251 cited
  • 2011A meta-analysis of burnout with job demands, resources, and attitudes

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1,055 cited
  • 2018Speech emotion recognition using deep 1D & 2D CNN LSTM networks1,044 cited
  • 1992Basic emotions, relations among emotions, and emotion-cognition relations.972 cited
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    • 2023Well-Being and Employee Performance—Research Insights from a Bibliometric and Thematic Perspective1 cited