A test of basic assumptions of Affective Events Theory (AET) in call centre work

British Journal of Management

Volumn 17, Issue 3, 2006, Pages 237-254

  Wegge, Júrgen ^a   Van Dick, Rolf ^b   Fisher, Gary K ^b   West, Michael A ^b   Dawson, Jeremy F ^b  

^a UNIVERSITY OF MUNICH   (Germany)

^b ASTON UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 33747365278     PISSN: 10453172     EISSN: 14678551     Source Type: Journal    
DOI: 10.1111/j.1467-8551.2006.00489.x     Document Type: Article

References (66)

1. Allen, N. J. and J. P. Meyer (1990). The measurement and antecedents of affective continuance, and normative commitment to the organization', Journal of Occupational Psychology, 63, pp. 1-18.
2. Ashkanasy, N. M. and C. S. Daus (2002). 'Emotion in the workplace: The new challenge for managers', Academy of Management Executive, 16, pp. 76-86.
3. Ashkanasy, N. M., W. J. Zerbe and C. E. Härtel (2002). Managing emotions in the workplace. Sharpe, Armonk.
4. Basch, J. and C. D. Fisher (2000). 'Affective events-emotion matrix: A classification of work events and associated emotions'. In N. M. Ashkanasy, C. E. J. Härtel and W. J. Zerbe (eds), Emotions in the workplace: Research, theory and practice, pp. 36-48. Quorum Books, Westport, CT.
5. Batt, R. and L. M. Moynihan (2002). 'The viability of alternative call centre production models', Human Resource Management Journal, 12, pp. 14-34.
6. Baumeister, R. F., E. Bratslavsky, M. Muraven and D. M. Tice (1998). 'Ego depletion: Is the active self a limited resource?', Journal of Personality and Social Psychology, 74, pp. 1252-1265.
7. Beal, D. J., H. W. Weiss, E. Barros and S. M. MacDermid (2005). 'An episodic process model of affective influences on performance', Journal of Applied Psychology 90, pp. 1054-1068.
8. Brief, A. P. and H. W. Weiss (2002). 'Organizational behavior: Affect in the workplace', Annual Review of Psychology, 53, pp. 279-307.
9. Briner, R. B. (1999). 'The neglect and importance of emotion at work', European Journal of Work and Organizational Psychology, 8, pp. 323-346.
10. Brotheridge, C. M. and R. T. Lee (2003). 'Development and validation of the emotional labour scale", Journal of Occupational and Organizational Psychology, 76, pp. 365-379.
11. Burke, M. J., A. P. Brief, J. M. George, L. Roberson and J. Webster (1989). 'Measuring affect at work: Confirmatory analysis of competing mood structures with conceptual linkage to cortical regulatory systems', Journal of Personality and Social Psychology, 57, pp. 1091-1102.
12. Daniels, K. (2000). 'Measures of five aspects of affective well-being at work', Human Relations, 53, pp. 275-294.
13. Daniels, K. J., C. Harris and R. B. Briner (2004). 'Linking Work Conditions to Unpleasant Affect: Cognition, Categorization and Goals', Journal of Occupational and Organizational Psychology, 77, pp. 343-363.
14. Deery, S., R. Iverson and J. Walsh (2002). 'Work relationships in telephone call centres: Understanding emotional exhaustion and employee withdrawal', Journal of Management Studies, 39, pp. 471-496.
15. Dormann, C. and D. Zapf (2004). 'Customer-related social stressors and burnout', Journal of Occupational Health Psychology, 9, pp. 61-82.
16. Dormann, C. and F. R. H. Zijlstra (2003). 'Call centers: High on technology-high on emotions', European Journal of Work and Organizational Psychology, 12, pp. 305-310.
17. DTI (2004) 'The UK contact centre industry. A study'. Available at: http://www.dti.gov.uk/ewt/contactind.pdf, accessed 3 August 2005.
18. Fisher, C. D. (2000). 'Mood and emotions while working missing pieces of job satisfaction?', Journal of Organizational Behavior, 21, pp. 185-202.
19. Fisher, C. D. (2002). 'Antecedents and consequences of real-time affective reactions at work', Motivation and Emotion, 26, pp. 1-30.
20. Fisher, C. D. and C. Noble (2004). 'A within-person examination of correlates of performance and emotions while working', Human Performance, 17, pp. 145-168.
21. Fitness, J. (2000). 'Anger in the workplace: An emotion script approach to anger episodes between workers and their superiors, co-workers and subordinates', Journal of Organizational Behavior, 21, pp. 147-162.
22. Fletcher, C. and R. Williams (1996). 'Performance Management, job satisfaction and organizational commitment', British Journal of Management, 7, pp. 169-179.
23. Forgas, J. P. (2000). 'Feeling is believing? The role of processing strategies in mediating affective influences on beliefs'. In: N. H. Frijda, A. S. R. Manstead and S. Bem (eds), Emotions and beliefs: How feelings influence thoughts, pp. 108-144. Cambridge University Press, Cambridge.
24. Forgas, J. P. and J. M. George (2001). 'Affective influence on judgements and behavior in organizations: An information processing perspective', Organizational Behavior and Human Decision Processes, 86, pp. 3-34.
25. Frenkel, S., M. Korczynski, K. Shire and M. Tam (1998). 'Beyond bureaucracy? Work Organisation in Call Centres', International Journal of Human Resource Management, 9, pp. 957-979.
26. Glomb, T. M. and M. J. Tews (2004). 'Emotional labor: A conceptualization and scale development', Journal of Vocational Behavior, 64, pp. 1-23.
27. Grandey, A. A., A. P. Tam and A. L. Brauburger (2002). 'Affective states and traits in the workplace: Diary and survey data from young workers', Motivation and Emotion, 26, pp. 31-55.
28. Hackman, J. R. and G. R. Oldham (1980). Work redesign. Addison-Wesley, Reading.
29. Holman, D. (2003). 'Call centres'. In D. Holman, T. D. Wall, C. W. Clegg, P. Sparrow and A. Howard (eds), The new workplace: A guide to the human impact of modern working practices, pp. 115-134. Wiley, Chichester, UK.
30. Houlihan, M. (2002). 'Tensions and variations in call centre management strategies', Human Resource Management Journal, 12, pp. 467-485.
31. Ilies, R. and T. A. Judge (2002). 'Understanding the dynamic relationship among personality, mood, and job satisfaction: A field experience sampling study', Organizational Behavior and Human Decision Processes, 89, pp. 1119-1139.
32. Ilies, R. and T. A. Judge (2004). 'An experience-sampling measure of job satisfaction and its relationship with affeetivity, mood at work, job beliefs, and general job satisfaction', European Journal of Work and Organizational Psychology, 13, pp. 367-389.
33. Judge, T. A., C. J. Thoresen, J. E. Bono and G. K. Patton (2001). The job satisfaction - job performance relationship: A qualitative and quantitative review', Psychological Bulletin, 127, pp. 376-407.
34. Karasek, R. (1979). 'Job demands, job decision latitude and mental strain: Implications for job redesign', Administrative Science Quarterly, 24, pp. 285-306.
35. Kinnie, N., S. Hutchinson and J. Purcell (2000). '"Fun and surveillance": the paradox of high committment management in call centers', International Journal of Human Resource Management, 11, pp. 967-985.
36. Krull, J. L. and D. P. MacKinnon (1999). 'Multilevel mediation modeling in group-based intervention studies', Evaluation Review, 23, pp. 418-444.
37. Lewig, K. A. and M. F. Dollard (2003). 'Emotional dissonance, emotional exhaustion, and job satisfaction in call centre workers', European Journal of Work and Organizational Psychology, 12, pp. 366-392.
38. Nunnally, J. C. (1978). Psychometric theory. McGraw Hill, New York.
39. Patterson, M. G., P. B. Warr and M. A. West (2004). 'Organizational climate and company productivity: The role of employee affect and employee level', Journal of Occupational and Organizational Psychology, 77, pp. 193-216.
40. Patterson, M. G., M. A. West, V. J. Shackleton, J. F. Dawson, R. Lawthom, S. Maitlis and D. L. Robinson (2005). 'Validating the organizational climate measure: links to managerial practices, productivity and innovation', Journal of Organizational Behavior, 26, pp. 379-408.
41. Payne, R. L. and G. L. Cooper (2001). Emotions at work. Wiley, New York.
42. Podsakoff, P. M. and, S. B. MacKenzie and N. P. Podsakoff (2003). 'Common method biases in behavioral research. A critical review of the literature and recommended remedies', Journal of Applied Psychology, 88, pp. 879-903.
43. Rashbash, J., W. Browne, H. Goldstein, M. Yang, I. Plewis, M. Healy, G. Woodhouse, D. Draper, I. Langford and T. Lewis (2000). A User's Guide to MLwiN. Multilevel Models Project at the Institute of Education, University of London, London.
44. Richter, P. (2004). 'Gesundheitsförderung in Organisationen - Präventionsansätze ['Health promotion in organizations -prevention approaches']'. In J. Wegge and K. H. Schmidt (eds), Förderung von Arbeitsmotivation und Gesundheit in Organisationen, pp. 197-214. [Improving job motivation and well-being in organizations]. Hogrefe, Göttingen.
45. Riggs, M. L., J. Warka, B. Babasa, R. Betancourt and S. Hooker (1994). 'Development and validation of self-efficacy and outcome expectancy scales for job-related applications', Educational and Psychological Measurement, 54, pp. 793-802.
46. Russell, J. A. and J. M. Carroll (1999). 'On the bipolarity of positive and negative affect', Psychological Bulletin, 125, pp. 3-30.
47. Saavedra, R. and S. K. Kwun (2000). 'Affective states in job characteristics theory', Journal of Organizational Behavior, 21, pp. 131-146.
48. Salovey, P., J. B. Detweiler, W. T. Steward and B. T. Bedell (2001). 'Affect and health-relevant cognition'. In J. P. Forgas (ed.), Handbook of affect and social cognition, pp. 344-368. Erlbaum, Mahwah, NJ.
49. Schaufeli, W. B. and B. P. Buunk (2003). 'Burnout: An overview of 25 years of research and theorizing'. In M. J. Schabracq, J. A. M. Winnubst and C. L. Cooper (eds), Handbook of work and health psychology, pp. 383-425. Wiley, Chichester.
50. Shaffer, J. P. (1995). 'Multiple hypothesis testing', Annual Review of Psychology, 46, pp. 561-584.
51. Sobel, M. E. (1982). 'Asymptotic intervals for indirect effects in structural equations models'. In S. Leinhart (ed.), Sociological methodology, pp. 290-312. Jossey-Bass, San Francisco.
52. Spector, P. E. (1985). 'Measurement of human service staff satisfaction. Development of the job satisfaction survey', American Journal of Community Psychology, 13, pp. 693-713.
53. Spector, P. E., P. T. van Katwyk, M. T. Brannick and P. Y. Chen (1997). 'When two factors don't reflect two constructs: How item characteristics can produce artifactual factors', Journal of Management, 23, pp. 659-677.
54. Sprigg, C. A., P. R. Smith and P. R. Jackson (2003). Psychosocial risk factors in call centres: An evaluation of work design and well-being. Research report 169. Health and Safety Laboratory, University of Sheffield, and UMIST.
55. Thoresen, G. J., S. A. Kaplan, A. P. Barsky, K. de Chermont and C. R. Warren (2003). The affective underpinnings of job perceptions and attitudes: A meta-analytic review and integration', Psychological Bulletin, 129, pp. 914-945.
56. Totterdell, P. and D. Holman (2003). 'Emotion regulation in customer service roles: Testing a model of emotional labor', Journal of Occupational Health Psychology, 8, pp. 55-73.
57. Van Dick, R. and U. Wagner (2001). 'Stress and strain in teaching: A structural equation approach', British Journal of Educational Psychology, 71, pp. 243-259.
58. Warr, P. B. (1987). Work, unemployment, and mental health. Oxford University Press, Oxford.
59. Wegge, J. (2004). 'Emotionen in Organisationen' ['Emotions in organizations']. In H. Schuler (ed), Enzyklopädie der Psychologie. Organisationspsychologie - Grundlagen und Personalpsychologie [Encyclopedia of Psychology. Organisational Psychology - Basics and Personnel Psychology], pp. 673-749. Hogrefe, Göttingen.
60. Wegge, J. and L. Neuhaus (2002). 'Emotionen bei der Büroarbeit am PC: Ein Test der "affective events"-Theorie ['Emotions and office work with computers: A test of affective events theory'], Zeitschrift für Arbeits- und Organisationspsychologie, 46, pp. 173-184.
61. Weiss, H. M. (2002). 'Deconstructing job satisfaction. Separating evaluations, beliefs and affective experiences', Human Resource Management Review, 12, pp. 173-194.
62. Weiss, H. M. and D. J. Beal (2005). 'Reflections on affective events theory', In N. Ashkanasy, C. Härtel and W. Zërber (eds), Research on Emotion in Organization 1, pp. 1-21.
63. Weiss, H. and A. Brief (2001). 'Affect at work: A historical perspective'. In R. L. Payne and G. L. Cooper (eds), Emotions at work, pp. 133-171. Wiley, New York.
64. Weiss, H. M. and R. Cropanzano (1996). 'Affective events theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work', Research in Organizational Behavior, 18, pp. 1-74.
65. Weiss, H. M., J. P. Nicholas and C. S. Daus (1999). 'An examination of the joint effects of affective experiences and job beliefs on job satisfaction and variations in affective experiences over time', Organizational Behavior and Human Decision Processes, 78, pp. 1-24.
66. Zapf, D. (2002). 'Emotion work and psychological well-being. A review of the literature and some conceptual considerations', Human Resource Management Review, 12, pp. 237-268.