Call Centers as lean service environments: Job-related strain and the mediating role of work design

被引:97
作者
Sprigg, Christine A. [1 ]
Jackson, Paul R.
机构
[1] Univ Sheffield, Inst Work Psychol, Dept Psychol, Sheffield S10 2TN, S Yorkshire, England
[2] Univ Manchester, Manchester Business Sch, Manchester M13 9PL, Lancs, England
基金
英国经济与社会研究理事会;
关键词
call centers; lean service; work design; job-related strain;
D O I
10.1037/1076-8998.11.2.197
中图分类号
R1 [预防医学、卫生学];
学科分类号
1004 ; 120402 ;
摘要
Call centers can be considered as lean service systems, with leanness being described in terms of both dialog scripting and performance monitoring. Using data from a sample of 823 call handlers from 36 call centers, these lean characteristics are examined in relation to the prediction of call handler job-related strain. Moreover, the extent to which this relationship can be accounted for by work design characteristics are examined. Findings confirm that employees who experience greater dialog scripting and more intensive performance monitoring show higher levels of strain. These relationships are fully mediated by work design. These findings demonstrate the importance of considering the impact of lean working practices on employee health.
引用
收藏
页码:197 / 212
页数:16
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