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| Author: | Wegge, J. (et al.) |
| Title: | A test of basic assumptions of affective events theory (AET) in call centre work |
| Journal: | British Journal of Management
2006 : SEP, VOL. 17:3, p. 237-254 |
| Index terms: | call centres emotions job satisfaction |
| Language: | eng |
| Abstract: | This paper discusses affective events theory (AET), that predicts that specific features of work have an effect on the arousal of emotions and moods at work that, in turn, co-determine job satisfaction of employees. Data is collectes from 2091 call centre representatives working in 85 call centres in the UK. The analysis support these assumptions. It is shown that correlations between several work features and job satisfaction, in part, mediated by work emotions, even when controlling for gender, age, call centre type and call centre size. Therefore AET framework explains why and how specific management strategies used for designing work features affect significant organizational attitudes and well-being of employees. |
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