The susceptibility of a call center-like task to disruption by extraneous sound: The role of semantic relatedness

2004 ◽  
Author(s):  
Nick Perham ◽  
Simon Banbury ◽  
Dylan M. Jones
Keyword(s):  
Call Center ◽  
Semantic Relatedness

Mitigating Burnout Through Organizational Justice: Customer Support Workers’ Experiences of Customer Injustice and Emotional Labor

2021 ◽  
pp. 089331892110120
Author(s):  
Heewon Kim ◽  
Rebecca B. Leach
Keyword(s):  
Procedural Justice ◽  
Customer Service ◽  
Emotional Labor ◽  
Call Center ◽  
Service Industries ◽  
Interpersonal Justice ◽  
Negatively Associated ◽  
Customer Support ◽  
Decision Making Processes

Employee burnout is a critical organizational concern that can be prevalent among customer support workers whose day-to-day tasks inherently include emotional labor. This study examines emotional labor and burnout among call center workers in customer service industries, specifically focusing on the influences of injustices from customers and supervisors. The findings demonstrate that: (a) customer injustice was associated with an increase in emotional labor, which in turn exacerbated customer support workers’ disengagement and exhaustion; (b) interpersonal justice perceived in the interactions with supervisors was negatively associated with disengagement; and (c) procedural justice perceived in supervisors’ decision-making processes was also negatively associated with disengagement. The findings indicate the mitigating role of interpersonal and procedural justice in reducing burnout among customer support workers.

Work characteristics, musculoskeletal disorders, and the mediating role of psychological strain: A study of call center employees.

2007 ◽  
Vol 92 (5) ◽  
pp. 1456-1466 ◽  
Author(s):  
Christine A. Sprigg ◽  
Christopher B. Stride ◽  
Toby D. Wall ◽  
David J. Holman ◽  
Phoebe R. Smith
Keyword(s):  
Musculoskeletal Disorders ◽  
Call Center ◽  
Work Characteristics ◽  
Psychological Strain ◽  
Mediating Role ◽  
Call Center Employees

scholarly journals Role of Parenting Styles in Adolescent Substance Use Cessation: Results from a Brazilian Prospective Study

2019 ◽  
Vol 16 (18) ◽  
pp. 3432 ◽  
Author(s):  
Mariana Canellas Benchaya ◽  
Taís de Campos Moreira ◽  
Hilda Maria Rodrigues Moleda Constant ◽  
Natália Masiero Pereira ◽  
Luana Freese ◽  
...  
Keyword(s):  
Substance Use ◽  
Parenting Styles ◽  
Call Center ◽  
Behavioral Changes ◽  
Adolescent Substance ◽  
Parental Responsiveness ◽  
Parental Styles ◽  
Use Behavior ◽  
Parent Child Relationships

Background: This study aims to identify the association between parenting styles and behavioral changes among adolescents regarding the consumption of alcohol, tobacco, cannabis, cocaine/crack. Methods: A group of ninety-nine adolescents (39 girls and 60 boys), aged 14 to 19 years (17.05 ± 1.51), who called in to a call center that provides counseling to substance users, was followed-up for 30 days. Data collection occurred between March 2009 and October 2015. The adolescents answered questions regarding parental responsiveness and demanding nature on a scale to assess parental styles and provided sociodemographic data, substance abuse consumption characteristics, and the Contemplation Ladder scale score. Results: The parental styles most reported by the adolescents were authoritative (30%) and indulgent (28%). Children who perceived their mothers as having an indulgent style and who had absent fathers presented more difficulties in making behavioral changes to avoid alcohol and cocaine/crack consumption. Conclusion: The study found that parent-child relationships were associated with a lack of change in the adolescent regarding substance use behavior, particularly the consumption of alcohol and cocaine/crack.

Relationship between Emotional Labor and Customer Orientation among Airline Service Employees: Mediating Role of Depersonalization

2017 ◽  
Vol 57 (3) ◽  
pp. 324-341 ◽  
Author(s):  
JungHoon (Jay) Lee ◽  
Chihyung “Michael” Ok ◽  
Seung-Hoon Lee ◽  
Choong-Ki Lee
Keyword(s):  
Emotional Labor ◽  
Call Center ◽  
Structural Equation ◽  
Customer Orientation ◽  
Equation Modeling ◽  
Conservation Of Resources ◽  
Surface Acting ◽  
Mediating Role ◽  
Service Staff

Drawing on Hobfoll’s conservation of resources theory and Maslach’s burnout theory, this study proposed and tested a conceptual model depicting relationships among the two forms of emotional labor strategies, depersonalization and customer orientation (CO). The model also examined the mediating role of depersonalization in the relationship between emotional labor and CO. Multigroup analyses were conducted to examine moderating effects of job position and job responsibility. Data obtained from cabin crews, airport service staff, and call center representatives working for an airline company in Korea were used to gauge these relationships. Results of structural equation modeling revealed that deep acting affects CO positively while surface acting affects CO negatively. The results further suggest that these relationships are mediated by both reduced and increased depersonalization, and the strength of the direct relationships may differ by employee position and area of service work. Theoretical and management implications are discussed based on the findings.

scholarly journals A Structural Equation Modelling Evaluation of Antecedents and Interconnections of Call Centre Agents’ Intention to Quit

2021 ◽  
Vol 14 (4) ◽  
pp. 179
Author(s):  
Chux Gervase Iwu ◽  
Abdullah Promise Opute ◽  
Olayemi Abdullateef Aliyu ◽  
Chukuakadibia Eresia-Eke ◽  
Tichaona Buzy Musikavanhu ◽  
...  
Keyword(s):  
Job Satisfaction ◽  
Knowledge Management ◽  
South African ◽  
Call Center ◽  
Structural Equation ◽  
Customer Orientation ◽  
Call Centers ◽  
Intention To Quit ◽  
Organizational Element

Call centers play a significant role in the operational dynamics of different types of businesses. This is especially the case because a call center agent’s demeanor can impair or engender customer satisfaction, which has ramifications for business patronage. Unfortunately, the pressures associated with the role of the call center agent have made staff attrition a norm in the industry. While this does not augur well for the call center or the organizations that they serve, the role of possible antecedents in the equation of staff attrition in South African call centers remains largely unexplored. Using a structural equation modeling approach, this study examined the interconnections between customer orientation, knowledge management, job satisfaction, and employees’ intention to quit. Additionally, the mediating influence of job satisfaction on the association between customer orientation and knowledge management of the intention to quit is examined. This study found significant relationships between knowledge management, customer orientation, and job satisfaction and the dependent variable (intention to quit). In addition, this study establishes that the extent to which job satisfaction may mediate the influence on the intention to quit hinges on the organizational element considered. Two factors limit the extent to which the findings from this study can be generalized. First, this study focused on the call center setting in South Africa. Second, convenience sampling was used in this study. This study points to critical operational practices that call center managers can embrace toward enhancing job satisfaction and reducing intention to quit propensity. Using structural equation analysis, we contend that call centers in the South African setting would effectively address staff attrition if appropriate organizational practices are endorsed toward ensuring employee job satisfaction.

Consequences of Family Interference with Work: The Roles of Emotional Exhaustion, Service Sabotage, and Negative Affectivity

2014 ◽  
Vol 42 (10) ◽  
pp. 1613-1627 ◽  
Author(s):  
Wanwen Dai ◽  
Xiaoyan Chen ◽  
Jan Ketil Arnulf ◽  
Meijuan Dai
Keyword(s):  
Emotional Exhaustion ◽  
Call Center ◽  
Positive Relationship ◽  
Negative Affectivity ◽  
Conservation Of Resources ◽  
Displaced Aggression ◽  
Service Setting ◽  
Service Sabotage ◽  
Practical Implications

Drawing upon the conservation of resources theory and displaced aggression perspective, in this research our aim was to study the consequences of family interference with work (FIW) in a service setting. We examined the influence of FIW on service sabotage via the mechanism of emotional exhaustion, and the role of employees' negative affectivity as a boundary condition. Based on 2 waves of data collected from 132 Chinese employees working in a call center, results showed a positive relationship between FIW and service sabotage, and emotional exhaustion acted as a mediator in this relationship. Theoretical and practical implications are discussed.

Sign in / Sign up

Export Citation Format

Share Document