WORK RELATIONSHIPS IN TELEPHONE CALL CENTRES: UNDERSTANDING EMOTIONAL EXHAUSTION AND EMPLOYEE WITHDRAWAL

By S. Deery, Roderick D. Iverson, Janet Walsh. 2002

564 citations recorded by the source corpus.

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In General Health Professions

Citations in the corpus

‘India calling to the far away towns’ (2005, background): “…further contribute to work being experienced by many as pressurized and frequently stressful, often leading to emotional exhaustion and withdrawal (Deery et al., 2002) and to sickness absence and ill-health, particularly where built environment problems exacerbate the effects of poor job design…”
Getting on or getting by? (2005, background): “In call centres specifically, lower control and short call-cycle times have been associated with higher anxiety and depression, lower job satisfaction, lower general mental and physical health and employee withdrawal (Deery et al., 2002; Holman, 2002).”
Links between service climate, employee commitment and employees' service quality capability (2006, background): “Another issue of great concern in call centres is employee commitment, and the high levels of employee withdrawal and turnover (Deery et al., 2002; Malhotra and Mukherjee, 2004).”
Women's absenteeism in the popular press: Evidence for a gender-specific absence culture (2007, background): “Similar results have been found for call center employees, controlling for job design (Deery et al., 2002), and among civil servants, controlling for job grade (Feeney et al., 1998).”
Working conditions, well-being, and job-related attitudes among call centre agents (2003, unknown): “Deery, Iverson, & Walsh, 2002; Isic et al., 1999; Metz, Rothe, & Degener, 2001).”
Frontline employees’ passion and emotional exhaustion: The mediating role of emotional labor strategies (2019, background): “Many studies on hospitality sector have considered the problems of EE (Kim, 2008; Lee and Ok, 2012), with its accompanying high rates of absence (Deery et al., 2002) and poor job performance (Cropanzano et al.”
Predicting intention to quit in the call centre industry: does the retail model fit? (2006, methodology): “The model to be tested was proposed by Firth et al. (2004) in reporting their study of shop floor retail clothing sales personnel working in a large department store.”
Work motivation, organisational identification, and well-being in call centre work (2006, methodology): “3% of the European working population were employed in call centres in 2002 (Deery, Iverson, & Walsh, 2002 ).”
Emotional labour in service work: Psychological flexibility and emotion regulation (2012, background): “With such demands often resulting in emotional exhaustion (e.g. Deery et al., 2002; Grandey et al., 2007), it is not surprising that service jobs are often graded among the most stressful jobs in modern countries (e.g. D’Ausilio, 1997).”