IDEAS home Printed from https://ideas.repec.org/r/bla/jomstd/v39y2002i4p471-496.html
   My bibliography  Save this item

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

Citations

Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
as


Cited by:

  1. 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.
  2. 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.
  3. 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.
  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. Abdulhassan Abbas, Ali & Hurajah Al Hasnawia, Hussein, 2020. "Role of Psychological Contract Breach and Violation in Generating Emotional Exhaustion: The Mediating Role of Job Procrastination," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
  6. 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.
  7. 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.
  8. 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.
  9. 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.
  10. Premilla D'Cruz & Ernesto Noronha, 2007. "Technical Call Centres," Global Business Review, International Management Institute, vol. 8(1), pages 53-67, February.
  11. 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.
  12. 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.
  13. 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.
  14. 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.
  15. 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.
  16. 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.
  17. 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.
  18. 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.
  19. 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.
  20. 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.
  21. 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.
  22. 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.
  23. 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.
  24. Premilla D'Cruz & Ernesto Noronha, 2008. "Doing Emotional Labour," Global Business Review, International Management Institute, vol. 9(1), pages 131-147, June.
  25. 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.
  26. 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.
  27. 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.
  28. 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.
  29. 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.
  30. 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.
  31. 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.
  32. 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).
  33. 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.
  34. 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.
  35. 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.
  36. 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.
  37. 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.
  38. 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.
IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.