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| Author: | Deery, S. Iverson, R. Walsh, J. |
| Title: | Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal |
| Journal: | Journal of Management Studies
2002 : JUN, VOL. 39:4, p. 471-496 |
| Index terms: | EMPLOYMENT EMPLOYEES WORK MANAGEMENT COMPANIES |
| Language: | eng |
| Abstract: | This paper examines the nature of employment and the conditions of work in five telephone call centres in the telecommunications industry in Australia. Call centre work typically requires high levels of sustained interpersonal interaction with customers which can lead to burnout and employee withdrawal. Customer service staff can also become targets of customer hostility and abuse. In addition, this form of work tends to involve extensive employee monitoring and surveillance with little job discretion or variety of tasks. The paper draws upon survey data from 480 telephone service operators to identify the factors that are associated with emotional exhaustion and the frequency of absence amongst the employees. |
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