Performance, satisfaction and turnover in call centers: The effects of stress and optimism

By Tracy L. Tuten, P. Neidermeyer. 2004

239 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/cba9ea3527407d2b44fd1c72fa59c283b6577f41

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In General Health Professions

1. Michal Biron
2. J. Licata
3. Eric G. Harris
4. Andrew B. Artis
5. Jack Walters
6. Peter A. Bamberger

In Organizational Behavior and Human Resource Management

1. Michal Biron
2. Eric G. Harris
3. J. Licata
4. Andrew B. Artis
5. J. F. Tanner
6. Jack Walters
7. Peter A. Bamberger
8. C. Manolis

In Sociology and Political Science

1. Michal Biron
2. Peter A. Bamberger
3. C. Manolis

Citations in the corpus

• Does Role Clarity Explain Employee-Perceived Service Quality? A Study of Antecedents and Consequences in Call Centres (2006, unknown): “First, most studies measure performance of employees in call centres using “hard data” like the number of calls handled, agent sales, productivity, and amount of errors (Brown and Maxwell, 2002; Tuten and Neidermeyer, 2004), and few take into account the soft aspects.”
• The impact of structural empowerment on individual well-being and performance: Taking agent preferences, self-efficacy and operational constraints into account (2010, background): “…strain on individual well-being (e.g. Hobfoll, 1989), strain may also take a toll on individual task performance in that strain and the negative emotional states often elicited by it can result in the redirection of cognitive resources away from job-related tasks (e.g. Tuten and Neidermeyer, 2004).”
• The Moderating Role of Ethical Climate on Salesperson Propensity to Leave (2010, background): “…Boles, Johnston, and Hair 1997; Jones et al. 1996; Mulki, Jaramillo, and Locander 2006; Naumann, Widmier, and Jackson 2000) have confirmed a negative relationship between salespeople’s job satisfaction and propensity to leave, including salespeople in a call center (Tuten and Neidermeyer 2004).”
• Role stressors, service worker job resourcefulness, and job outcomes: An empirical analysis (2006, background): “Role stressors (i.e., conflict and ambiguity) tend to lessen an employee’s ability to perform by diverting effort away from focal tasks, thus reducing the mental resources available for job duties (Tuten and Neidermeyer, 2004).”