The Features of Narrative Identity of Customer Support Representatives during COVID pandemic

Краєва, Оксана Анатоліївна and Крилова, Альона Анатоліївна (2021) The Features of Narrative Identity of Customer Support Representatives during COVID pandemic Актуальні проблеми психології: Збірник наукових праць Інституту психології імені Г.С. Костюка НАПН України. Том 14: Методологія і теорія психології. (5). pp. 130-143. ISSN 2072-4772

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The article includes a theoretical analysis of narrative identity as well as author's model of the narrative identity of customer support representatives, where such structural components are described: self-identification, “Self-concept”, autobiographical experience, temporality. The state of narrative identity of support service operators, which has been embodied in the author’s model, includes not only the aspect of permanence – formation, immutability of certain identity characteristics, "self-image", but also the progressive aspect – the ability to change attitude to life experience and transform own narrative identity by adding new meanings to the autobiography of an individual. Narrative identity is interpreted as a person's awareness of his (her) own "I", a significant experience that is intertwined with the story of life. The following components of narrative identity are noted: the inclusion of personality in the narrative, the use of identity structure, the coherence (historicity) of a story, the development of own meaning from the narrative. Narrative identity is also represented by a system of significant events, combined into a holistic self-narrative, which in turn is actively included in the personal narrative – the story of oneself – that can change over time, depending on the importance of events or new meaningful definitions being added. It is emphasized that the narrative identity of an individual can reproduce the connection between the past and the present, which contributes to the psychological analysis of one’s condition and development throughout life.

Item Type: Article
Uncontrolled Keywords: autobiographical experience; customer support representatives; narrative; narrative identity; personal narrative; self-concept; self-identification; self-narrative; temporality.
Subjects: Статті у журналах > Наукові (входять до інших наукометричних баз, крім перерахованих, мають ISSN, DOI, індекс цитування)
Divisions: Факультет психології, соціальної роботи та спеціальної освіти > Кафедра практичної психології
Depositing User: Оксана Анатоліївна Краєва
Date Deposited: 18 Nov 2021 08:04
Last Modified: 18 Nov 2021 09:47

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