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Work–Life Imbalance in Call Centres and Software Development

Author

Listed:
  • Jeff Hyman
  • Chris Baldry
  • Dora Scholarios
  • Dirk Bunzel

Abstract

The paper evaluates the centrality of work to employees in two growing employment sectors, call‐centres and software development. It then examines evidence for extensions of work into household and family life in these two sectors. Extensions are identified as tangible, such as unpaid overtime, or intangible, represented by incursions imported from work, such as exhaustion and stress. The study finds that organizational pressures, combined with lack of work centrality, result in work intruding into non‐work areas of employee lives, though intrusions manifest themselves in different ways according to type of work, levels of worker autonomy and organizational support.

Suggested Citation

  • Jeff Hyman & Chris Baldry & Dora Scholarios & Dirk Bunzel, 2003. "Work–Life Imbalance in Call Centres and Software Development," British Journal of Industrial Relations, London School of Economics, vol. 41(2), pages 215-239, June.
    • Handle: RePEc:bla:brjirl:v:41:y:2003:i:2:p:215-239
    DOI: 10.1111/1467-8543.00270
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    Citations

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    Cited by:

    1. J. S. Gunavathy & R. Thenmozhi, 2009. "Decision Latitude, Psychological Job Demands and Work-Life Imbalance — A Study among Software Professionals," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 34(3), pages 315-328, August.
    2. Süß, Stefan & Sayah, Shiva, 2013. "Balance between work and life: A qualitative study of German contract workers," European Management Journal, Elsevier, vol. 31(3), pages 250-262.
    3. Helen Russell & Philip J. O'Connell & Frances McGinnity, 2007. "The Impact of Flexible Working Arrangements on Work-Life Conflict and Work Pressure in Ireland," Papers WP189, Economic and Social Research Institute (ESRI).
    4. Phil Taylor & Peter Bain, 2005. "‘India calling to the far away towns’," Work, Employment & Society, British Sociological Association, vol. 19(2), pages 261-282, June.
    5. Meenakshi Khanna & Vandana Maini, 2013. "A Study of Work Exhaustion in Frontline Bank Employees," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 38(1-2), pages 1-23, February.
    6. Sarbu, Miruna, 2018. "The role of telecommuting for work-family conflict among German employees," Research in Transportation Economics, Elsevier, vol. 70(C), pages 37-51.
    7. Deirdre Donovan & Dr Angela Wright, 2013. "Teleworking: An Examination of the Irish Dichotomy," International Journal of Business and Social Research, LAR Center Press, vol. 3(3), pages 18-31, March.
    8. Samuel Cameron & Mark Fox, 2011. "Working from Home: Leisure Gain or Leisure Loss?," Chapters, in: Samuel Cameron (ed.), Handbook on the Economics of Leisure, chapter 7, Edward Elgar Publishing.
    9. Jeff Hyman & Dora Scholarios & Chris Baldry, 2005. "Getting on or getting by?," Work, Employment & Society, British Sociological Association, vol. 19(4), pages 705-725, December.
    10. Pasamar, Susana, 2020. "Why a strong work-life balance system is needed?," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
    11. Sharda, Kirti, 2011. "Back to the Drawing Board: Exploring Gestalts of Work Design in BPO Firms," IIMA Working Papers WP2011-02-04, Indian Institute of Management Ahmedabad, Research and Publication Department.

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