Flexible work in call centres: Working hours, work-life conflict & health

Applied Ergonomics

Volumn 42, Issue 2, 2011, Pages 219-224

  Bohle, Philip ^a   Willaby, Harold ^a   Quinlan, Michael ^a   McNamara, Maria ^a  

^a UNIVERSITY OF SYDNEY   (Australia)

Author keywords

Call centres; Flexible employment; Health; Work intensity; Work life conflict; Working hours

Indexed keywords

HEALTH; LEAST SQUARES APPROXIMATIONS;

CALL CENTRES; PARTIAL LEAST SQUARE (PLS); STRUCTURAL RELATIONSHIP; SYDNEY , AUSTRALIA; TELEPHONE OPERATORS; WORK INTENSITY; WORK LIFE; WORKING HOURS;

EMPLOYMENT;

ADULT; ARTICLE; AUSTRALIA; CALL CENTER; CHRONIC FATIGUE SYNDROME; CONTROLLED STUDY; EMPLOYMENT STATUS; FEMALE; HUMAN; INDUSTRY; JOB EXPERIENCE; JOB SATISFACTION; MALE; OCCUPATIONAL HEALTH; PARTTIME EMPLOYMENT; PSYCHOLOGICAL ASPECT; QUESTIONNAIRE; SOCIAL PSYCHOLOGY; TELEPHONE; TEMPORARY EMPLOYMENT; WORK ENVIRONMENT; WORK SCHEDULE; WORKING TIME; WORKLOAD;

EID: 78349313666     PISSN: 00036870     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.apergo.2010.06.007     Document Type: Article

References (39)

1. Bain P., Taylor P. Entrapped by the 'electronic panopticon'? Worker resistance in the call centre. New Technology, Work and Employment 2000, 15(1):2-18.
2. Bain P., Watson A., Mulvey G., Taylor P., Gall G. Taylorism, targets and the pursuit of quantity and quality by call centre management. New Technology, Work and Employment 2002, 17(3):170-185.
3. Banks M., Clegg C., Jackson P., Kemp N., Stafford E., Wall T. The use of the General Health Questionnaire as an indicator of mental health in occupational studies. Journal of Occupational Psychology 1980, 53:187-194.
4. Barnes A. The construction of control: the physical environment and the development of resistance and accommodation within call centres. New Technology, Work and Employment 2006, 22(3):246-259.
5. Barnett V., Lewis T. Outliers in Statistical Data 1978, John Wiley & Sons, Chichester.
6. Bohle P., Tilley A. The impact of night work on psychological well-being. Ergonomics 1989, 32(9):1089-1099.
7. Bohle P., Tilley A. Early experience of shiftwork: influences on attitudes. Journal of Occupational and Organizational Psychology 1998, 71:61-79.
8. Bontis N., Booker L., Serenko A. The mediating effect of organisational reputation on customer loyalty and service recommendation in the banking industry. Management Decision 2007, 45(9):1426-1445.
9. Chin W. The partial least squares approach for structural equation modelling. Modern Methods for Business Research 1998, 295-336. Lawrence Erlbaum Associates, Mahwah, NJ. G.A. Marcoulides (Ed.).
10. Chin W. PLS-Graph User's Guide Version 3.0 2001, Soft Modelling, Houston, TX.
11. Chin W.W., Marcolin B.L., Newsted P.R. A partial least squares latent variable modeling approach for measuring interaction effects: results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study. Information Systems Research 2003, 14(2):189-217.
12. Croidieu S., Charbotel B., Vohito M., Renaud L., Jaussaud J., Bourboul C., Ardiet D., Imbard I., Geurin A., Bergeret A. Call-handlers' working conditions and their subjective experience of work: a transversal study. International Archives of Occupational and Environmental Health 2008, 82:67-77.
13. Cross C., Barry G., Garavan T. The psychological contract in call centres: an employee perspective. Journal of Industrial Relations 2008, 50(2):229-242.
14. Falk R., Miller N.B. A Primer for Soft-modeling 1992, University of Akron, Ackron, Ohio.
15. Fornell C., Bookstein F.L. Two structural equation models: LISREL and PLS applied to consumer exit-voice theory. Journal of Marketing Research 1982, XIX:440-452.
16. Fornell C.R., Larcker D.F. Structural equation models with unobservable variables and measurement error. Journal of Marketing Research 1981, 18:39-50.
17. Frone M., Yardley J. Workplace family-supportive programmes: predictors of employed parents' importance ratings. Journal of Occupational and Organizational Psychology 1996, 69:351-366.
18. Gavhead D., Toomingas A. Observed physical working conditions in a sample of call centres in Sweden and their relations to directives, recommendations and operators' comfort and symptoms. International Journal of Industrial Ergonomics 2007, 37:790-800.
19. Gefen D., Straub D. A practical guide to factorial validity using PLS-Graph: tutorial and annotated example. Communications of the Association for Information Systems 2005, 16:91-109.
20. The Detection of Psychiatric Illness by Questionnaire 1972, University Press, London. D. Goldberg (Ed.).
21. Hair J.H., Anderson R.E., Tatham R.L., Black W.C. Multivariate Data Analysis 1998, Prentice Hall, New Jersey.
22. Huber P.J. Robust Statistics 1981, John Wiley, New York.
23. McNamara, M., 2009. A comparative study of the occupational health and safety outcomes of permanent and temporary hotel workers in Ireland and Australia. Unpublished PhD thesis, The University of New South Wales.
24. Nadeem S. The uses and abuses of time: globalization and time arbitrage in India's outsourcing industries. Global Networks 2009, 9(1):20-40.
25. Norman K., Tornquist E., Toomingas A. Working conditions in a selected sample of call centre companies in Sweden. International Journal of Occupational Safety and Ergonomics 2008, 14(2):177-194.
26. Nunnally J. Psychometric Theory 1976, McGraw-Hill, New York.
27. Pisarski A., Bohle P. Effects of supervisor support and coping on shiftwork tolerance. Journal of Human Ergology 2001, 20(1/2):363-368.
28. Pisarski A., Bohle P., Callan V. Extended shifts in ambulance work: influences on health. Stress & Health 2002, 18:119-126.
29. Pisarski A., Brook C., Bohle P., Gallois C., Watson B., Winch S. Extending a model of shiftwork tolerance. Chronobiology International 2006, 23(6):1363-1377.
30. Quinlan M., Mayhew C., Bohle P. The global expansion of precarious employment, work disorganisation and occupational health: a review of recent research. International Journal of Health Services 2001, 31(2):335-414.
31. Russell R. Call centres: a decade of research. International Journal of Management Reviews 2008, 10(3):195-219.
32. Sanchez-Franco M. Exploring the influence of gender on the web usage via partial least squares. Behaviour & Information Technology 2006, 25(1):19-36.
33. Santosa P.I., Wei K.K., Chan H.C. User involvement and user satisfaction with information-seeking activity. European Journal of Information Systems 2005, 14(4):361-370.
34. Stevens A., Lavin D. Stealing time: the temporal regulation of labor in neoliberal and post-fordist work regime. Democratic Communique 2007, 21(2):40-61.
35. Taylor P., Bain P. An assembly line in the head: work and employee relations in the call centre. Industrial Relations Journal 1999, 30(2):101-117.
36. Taylor P., Baldry C., Bain P., Ellis V. A unique working environment: health sickness and absence management in UK call centres. Work, Employment and Society 2003, 17(3):435-438.
37. Tenenhaus M., Vinzi V., Chatelin Y., Lauro C. PLS path modeling. Computational Statistics & Data Analysis 2005, 48:159-205.
38. Toomingas A., Gavhead D. Workstation layout and work postures at call centres in Sweden in relation to national laws, EU-directives and ISO-standards, and to operators comfort and symptoms. International Journal of Industrial Ergonomics 2008, 38:1051-1061.
39. Wold H. Soft modeling - the basic design and some extensions. Systems Under Indirect Observation II 1982, 1-53. North-Holland Press, Amsterdam. K. Joreskog, H. Hold (Eds.).