Working conditions, well-being, and job-related attitudes among call centre agents

By S. Grebner, Norbert K. Semmer, Luca Lo Faso, Stephan Gut, W. Kälin, Achim Elfering. 2003

207 citations recorded by the source corpus.

Subfields: General Health Professions, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/500c749d0e765428599236395415a4ef148a412b

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In General Health Professions

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Organizational change in the public sector: Augmenting the demand control model to predict employee outcomes under New Public Management (2006, background): “Various forms of psychological withdrawal (such as declining job commitment and employee disengagement) have been strongly associated with the working conditions measured in the present study, particularly job demands, job control, social support, and deteriorating external resources (Demerouti et a”
Interruptions to workflow: Their relationship with irritation and satisfaction with performance, and the mediating roles of time pressure and mental demands (2013, background): “Grebner et al. (2003) found significant correlations in a cross-sectional study of 339 call centre employees between both interruptions and time pressure and between time pressure and Work & Stress 5 D ow nl oa de d by [ 90 .1 91 .1 51 .1 ] at 0 9: 01 1 8 Fe br ua ry 2 01 3 irritation.”
Links between service climate, employee commitment and employees' service quality capability (2006, background): “employees’ identification, involvement, and intent to remain with an organisation, and has been linked to employees’ attitudes and responses to their workplaces (Grebner et al., 2003; Lux et al., 1996; Mathieu and Zajac, 1990).”
Moderating effects of job insecurity in the relationships between procedural justice and employee well-being: Gender differences (2005, methodology): “We conceptualized the (lack of) employee well-being as work-related psychological strain and context-free stress symptoms (eg, Grebner et al, 2003 ).”
The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility (2010, background): “Third, from the employee’s perspective, interacting with uncivil customers can negatively affect one’s health and well-being by giving rise to anxiety, depression, and emotional exhaustion (Grebner et al., 2003; Witt, Andrews, & Carlson, 2004).”
Turnover intention: the effects of core self-evaluations, proactive personality, perceived organizational support, developmental feedback, and job complexity (2015, background): “Moreover, Grebner et al. (2003) found that job complexity negatively predicted intention to quit.”
When promoting positive feelings pays: Aggregate job satisfaction, work design features, and innovation in manufacturing organizations (2006, background): “At the level of the organization, research in call centres revealed that high turnover and absenteeism is attributable to low job satisfaction (Grebner et al., 2003; Lewig & Dollard, 2003).”
Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance (2006, background): “EMOTIONAL DISSONANCE Emotional dissonance is argued to be a stressor that has a negative impact on identified job outcomes (Grebner et al. 2003; James 1989; Rafaeli & Sutton 1987).”
Enhancing customer service: Perspective taking in a call centre (2007, background): “This approach is contradictory to much work design within call centres where employees’ jobs are often narrowly defined, routine and tightly controlled (Grebner et al., 2003; Holman, 2005; Zapf et al., 2003).”
On the costs and benefits of emotional labor: a meta-analysis of three decades of research. (2011, unknown): “…experienced stress and reduced well-being as captured in concepts such as irritation (Mohr, Mu¨ller, Rigotti, Aycan, & Tschan, 2006; used e.g., in Grebner et al., 2003), distress (Langner, 1962; as used e.g., in Pugliesi, 1999), or depressed mood (Quinn & Shepard, 1974; used e.g., in Prati,…”
Work motivation, organisational identification, and well-being in call centre work (2006, unknown): “As work in call centres is often characterized by Tayloristic, restricted working conditions (low autonomy, low task variety, short task cycles, etc, see Holman, 2003 ; Zapf et al, 2003 ), several researchers have recommended the use of traditional strategies of job enrichment and job enlargement ”
Just more of the same, or different? An integrative theoretical framework for the study of cumulative interruptions at work (2015, background): “In cross-sectional studies, researchers have established positive relationships between work interruptions and depression, psychosomatic complaints, and burnout among different occupational groups (Grebner et al., 2003; Rout, Cooper, & Rout, 1996; Wülser, 2006).”
On the positive and negative effects of emotion work in organizations (2006, background): “Starting with the negative effects, studies consistently found correlations between emotional dissonance (or variables which share some features with emotional dissonance such as suppressing negative emotions or surface acting) and psychological strain (e.g., Abraham, 1998; Brotheridge & Grandey, 20”