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Collective Voice and Worker Well‐being: Union Influence on Performance Monitoring and Emotional Exhaustion in Call Centers

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  • Sean O’Brady
  • Virginia Doellgast

Abstract

This study analyses the impact of union actions on worker well‐being. It examines union efforts to reduce emotional exhaustion associated with performance monitoring in call center jobs, drawing on quantitative (N = 1894) and qualitative (interviews and focus groups) data in the United States. Findings suggest that the effective exercise of collective voice, through collective bargaining and activism by union officials, can reduce emotional exhaustion by promoting fair and developmental monitoring practices.

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  • Sean O’Brady & Virginia Doellgast, 2021. "Collective Voice and Worker Well‐being: Union Influence on Performance Monitoring and Emotional Exhaustion in Call Centers," Industrial Relations: A Journal of Economy and Society, Wiley Blackwell, vol. 60(3), pages 307-337, July.
    • Handle: RePEc:bla:indres:v:60:y:2021:i:3:p:307-337
    DOI: 10.1111/irel.12286
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    Cited by:

    1. Sean O'Brady & Virginia Doellgast & David Blatter, 2024. "The high costs of outsourcing: Vendor errors, customer mistreatment, and well‐being in call centers," Industrial Relations: A Journal of Economy and Society, Wiley Blackwell, vol. 63(1), pages 80-103, January.
    2. Maxime Bellego & Virginia Doellgast & Elisa Pannini, 2023. "From Taylorism to teams: organisational and institutional experimentation at France Télécom," Transfer: European Review of Labour and Research, , vol. 29(3), pages 355-370, August.
    3. Fabio Berton & Anna Carreri & Francesco Devicienti & Andrea Ricci, 2023. "The collective voice of unions and workplace training in Italy: New insights from mixed methods," British Journal of Industrial Relations, London School of Economics, vol. 61(3), pages 595-622, September.
    4. Diane E. Bailey, 2022. "Emerging Technologies at Work: Policy Ideas to Address Negative Consequences for Work, Workers, and Society," ILR Review, Cornell University, ILR School, vol. 75(3), pages 527-551, May.

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