Role stress in call centers: Its effects on employee performance and satisfaction

By Ko de Ruyter, Martin Wetzels, Richard Feinberg. 2001

239 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/890fbbee2c433f0bb4feb4688c2c11cd10853b8a

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In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

Links between service climate, employee commitment and employees' service quality capability (2006, background): “In a related call centre study, de Ruyter et al. (2001)”
Does Role Clarity Explain Employee-Perceived Service Quality? A Study of Antecedents and Consequences in Call Centres (2006, unknown): “However, customer service position is one of the ten most stressful jobs in today's economy and has resulted in an employee annual turnover rate of more than 40 per cent in most of the call centres in UK ( de Ruyter et al. , 2001”
Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees (2009, background): “Not surprisingly, call centre FLEs experience role stress as a result of the conflicting demands of the organisation, supervisors, and customers ( de Ruyter et al. , 2001”
Organizational commitment in Chinese small- and medium-sized enterprises: the role of extrinsic, intrinsic and social rewards (2012, background): “Individuals who are unclear about the expectations of their employer are more likely to experience uncertainty, resulting in greater stress and reduced feelings of emotional attachment towards the organization (Wetzels, Ruyter and Bloemer 2000 ; De Ruyter, Wetzels and Feinberg 2001 ).”
The Mediating Effects of Job Satisfaction and Propensity to Leave on Role Stress-Job Performance Relationships: Combining Meta-Analysis and Structural Equation Modeling (2008, background): “In stressful work environments, it has been suggested that job rotation, whereby employees switch jobs and learn different duties and responsibilities, is useful in increasing job satisfaction (Ruyter et al., 2001).”
Dual processes at work in a call centre: An application of the job demands – resources model (2003, result): “Evidence for a negative relationship between commitment and turnover intentions has also been found in the call centre study of De Ruyter et al. (2001).”
Health-specific leadership: Is there an association between leader consideration for the health of employees and their strain and well-being? (2011, background): “Also, De Ruyter, Wetzels, and Feinberg (2001) found in a call-centre study that role stress was not influenced by leadership behaviour, but only by autonomy, a finding that should also be highly attributable to the setting of the study.”
Empowerment effects across cultures (2007, methodology): “…satisfaction measure that was considered was Babin & Boles (1998) as this and Churchill’s et al (1974) measure were the two most frequently and - 112 - Chapter 3 - Methodology successfully used (see for example Donovan et al, 2004; de Ruyter et al, 2001; Hsieh & Hsieh, 2001; Homburg & Stock, 2004).”
Professor Brand Advocacy: Do Brand Relationships Matter? (2010, background): “Ruyter, Wetzels, and Feinberg (2001) studied the role of stress on call center employees and found that when employees were empowered and given the feeling of competence, they were satisfied with their jobs and mangers.”