What is typical for call centre jobs? Job characteristics, and service interactions in different call centres

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On the positive and negative effects of emotion work in organizations (2006, background): “For a call centre agent, the requirement to show negative emotions will be relatively infrequent (eg, Zapf, Isic, Bechtoldt, & Blau, 2003 ).”
Enhancing customer service: Perspective taking in a call centre (2007, result): “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).”
Does self-efficacy matter for burnout and sickness absenteeism? The mediating role of demands and resources at the individual and team levels (2013, background): “From the literature, we know that time pressure, monotony and the quality of interactions with customers (e.g. Zapf et al., 2003) may have a negative impact on the operator’s well-being.”
Work motivation, organisational identification, and well-being in call centre work (2006, methodology): “Thus, demands for emotion regulation at work can affect health negatively, especially if intensive negative emotions are aroused or suppressed, and this was also found in call centre work (Grandey et al, 2004 ; Isic, Dormann, & Zapf, 1999 ; Lewig & Dollard, 2003 ; Schaubroeck & Jones, 2000 ; Tot”