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Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal

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Cited by:

  1. Gazi Islam & Roberta Sferrazzo, 2022. "Workers' Rites: Ritual Mediations and the Tensions of New Management," Journal of Management Studies, Wiley Blackwell, vol. 59(2), pages 284-318, March.
  2. Xu, Shuling & Hall, Nicholas G., 2021. "Fatigue, personnel scheduling and operations: Review and research opportunities," European Journal of Operational Research, Elsevier, vol. 295(3), pages 807-822.
  3. Shameem Shagirbasha, 2015. "Does mode of interaction impact emotional labour? A mixed method study among service employees in India," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 5(11), pages 196-205, November.
  4. Assist. Ph.D Student Dan Cristian Dabija & Assist. Ph.D Student Ioana N. Abrudan & Lect. Ph.D Alt Monika Anetta, 2009. "Retail Marketing Instruments – An Analytic Approach," Revista Tinerilor Economisti (The Young Economists Journal), University of Craiova, Faculty of Economics and Business Administration, vol. 1(13S), pages 85-96, November.
  5. Sony, Michael & Mekoth, Nandakumar, 2016. "The relationship between emotional intelligence, frontline employee adaptability, job satisfaction and job performance," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 20-32.
  6. Wendy Ming-Yen TEOH Author_Email: myteoh@mmu.edu.my & Chwan-Yu YAU & Siong-Choy CHONG, 2011. "Factors Influencing Job Burnout Among Human Resource Employees," International Conference on Management (ICM 2011) Proceeding 2011-061-224, Conference Master Resources.
  7. repec:ehu:cuader:49120 is not listed on IDEAS
  8. Söderlund, Magnus, 2017. "Employee display of burnout in the service encounter and its impact on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 168-176.
  9. Thomas J. Zagenczyk & E. Erin Powell & Kristin L. Scott, 2020. "How Exhausting!? Emotion Crossover in Organizational Social Networks," Journal of Management Studies, Wiley Blackwell, vol. 57(8), pages 1589-1609, December.
  10. Bryce, Cormac & Cheevers, Carly & Webb, Rob, 2013. "Operational risk escalation: An empirical analysis of UK call centres," International Review of Financial Analysis, Elsevier, vol. 30(C), pages 298-307.
  11. Yuhyung Shin & Won-Moo Hur & Kyungdo Park & Hansol Hwang, 2020. "How Managers’ Job Crafting Reduces Turnover Intention: The Mediating Roles of Role Ambiguity and Emotional Exhaustion," IJERPH, MDPI, vol. 17(11), pages 1-17, June.
  12. Danielle D. van Jaarsveld & Yoshio Yanadori, 2011. "Compensation Management in Outsourced Service Organizations and Its Implications for Quit Rates, Absenteeism and Workforce Performance: Evidence from Canadian Call Centres," British Journal of Industrial Relations, London School of Economics, vol. 49(Supplemen), pages 1-26, June.
  13. Stephen J. Frenkel & Min Li & Simon Lloyd D. Restubog, 2012. "Management, Organizational Justice and Emotional Exhaustion among Chinese Migrant Workers: Evidence from two Manufacturing Firms," British Journal of Industrial Relations, London School of Economics, vol. 50(1), pages 121-147, March.
  14. 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.
  15. Medler-Liraz, Hana & Seger-Guttmann, Tali, 2021. "The joint effect of flirting and emotional labor on customer service-related outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  16. Premilla D'Cruz & Ernesto Noronha, 2008. "Doing Emotional Labour," Global Business Review, International Management Institute, vol. 9(1), pages 131-147, June.
  17. Sinikka Vanhala & Kaija Tuomi, 2006. "HRM, Company Performance and Employee Well-being," management revue - Socio-Economic Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 17(3), pages 241-255.
  18. Jae Eun Lee & Rosemary Batt & Lisa M. Moynihan, 2019. "Strategic Dilemmas: How Managers Use HR Practices to Meet Multiple Goals," British Journal of Industrial Relations, London School of Economics, vol. 57(3), pages 513-539, September.
  19. Premilla D'Cruz & Ernesto Noronha, 2007. "Technical Call Centres," Global Business Review, International Management Institute, vol. 8(1), pages 53-67, February.
  20. Devina Oodith, 2017. "Customer Perceptions of Skills of Agents in Effectively Managing Their Needs within a Call Center," Journal of Economics and Behavioral Studies, AMH International, vol. 9(2), pages 58-75.
  21. Ahmad M. Ashkanani & Benjamin B. Dunford & Kevin J. Mumford, 2022. "Impact of Motivation and Workload on Service Time Components: An Empirical Analysis of Call Center Operations," Management Science, INFORMS, vol. 68(9), pages 6697-6715, September.
  22. Stock, Ruth Maria, 2016. "Understanding the relationship between frontline employee boreout and customer orientation," Journal of Business Research, Elsevier, vol. 69(10), pages 4259-4268.
  23. 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.
  24. Ran Li & Fan Yang & Xiji Zhu, 2023. "The Janus Face of Grandiose Narcissism in the Service Industry: Self-Enhancement and Self-Protection," Journal of Business Ethics, Springer, vol. 183(3), pages 909-927, March.
  25. D Cassidy & J Sutherland, 2008. "Going Absent, Then Just Going? A Case Study Examination of Absence and Quitting," Economic Issues Journal Articles, Economic Issues, vol. 13(2), pages 1-20, September.
  26. Michael S. Cole & Jeremy B. Bernerth & Frank Walter & Daniel T. Holt, 2010. "Organizational Justice and Individuals' Withdrawal: Unlocking the Influence of Emotional Exhaustion," Journal of Management Studies, Wiley Blackwell, vol. 47(3), pages 367-390, May.
  27. Stephen J. Deery & Roderick D. Iverson & Janet T. Walsh, 2010. "Coping Strategies in Call Centres: Work Intensity and the Role of Co‐workers and Supervisors," British Journal of Industrial Relations, London School of Economics, vol. 48(1), pages 181-200, March.
  28. 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.
  29. Qiang Wang & Chao Wang, 2020. "Reducing turnover intention: perceived organizational support for frontline employees," Frontiers of Business Research in China, Springer, vol. 14(1), pages 1-16, December.
  30. Minjeong Kang & Taeshik Gong, 2019. "Dysfunctional customer behavior: conceptualization and empirical validation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 625-646, December.
  31. Phil Taylor & Chris Baldry & Peter Bain & Vaughan Ellis, 2003. "`A Unique Working Environment': Health, Sickness and Absence Management in UK Call Centres," Work, Employment & Society, British Sociological Association, vol. 17(3), pages 435-458, September.
  32. Xiangmin Liu & Danielle D. van Jaarsveld & Yoshio Yanadori, 2022. "Customer aggression, employee voice and quit rates: Evidence from the frontline service workforce," British Journal of Industrial Relations, London School of Economics, vol. 60(2), pages 348-370, June.
  33. Sharon C. Bolton & Maeve Houlihan, 2005. "The (mis)representation of customer service," Work, Employment & Society, British Sociological Association, vol. 19(4), pages 685-703, December.
  34. Diogo Gonçalves-Candeias & Maria José Chambel & Vânia Sofia Carvalho, 2021. "Is Stress in Contact Centers Inevitable?," IJERPH, MDPI, vol. 18(6), pages 1-17, March.
  35. Julian Clarke, 2014. "Pre-employment training for the unemployed: A case study of a call centre foundation programme," Local Economy, London South Bank University, vol. 29(1-2), pages 113-128, February.
  36. Hyunjin Oh & Heyeon Park & Sunjoo Boo, 2017. "Mental health status and its predictors among call center employees: A cross‐sectional study," Nursing & Health Sciences, John Wiley & Sons, vol. 19(2), pages 228-236, June.
  37. Margherita Zito & Federica Emanuel & Lara Bertola & Vincenzo Russo & Lara Colombo, 2022. "Passion and Flow at Work for the Reduction of Exhaustion at Work in Nursing Staff," SAGE Open, , vol. 12(2), pages 21582440221, May.
  38. Zopiatis, Anastasios & Constanti, Panayiotis & Theocharous, Antonis L., 2014. "Job involvement, commitment, satisfaction and turnover: Evidence from hotel employees in Cyprus," Tourism Management, Elsevier, vol. 41(C), pages 129-140.
  39. 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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