Collaborative crafting in call centre teams

Journal of Occupational and Organizational Psychology

Volumn 87, Issue 3, 2014, Pages 464-486

  Mcclelland, Giles P ^a   Leach, Desmond J ^b   Clegg, Chris W ^b   Mcgowan, Ian ^a  

^a UNIVERSITY OF CENTRAL LANCASHIRE   (United Kingdom)

^b UNIVERSITY OF LEEDS   (United Kingdom)

Author keywords

Call centres; Job control; Job crafting; Teams; Teamwork; Work design; Work engagement

Indexed keywords

EID: 84904389206     PISSN: 09631798     EISSN: 20448325     Source Type: Journal    
DOI: 10.1111/joop.12058     Document Type: Article

References (116)

1. Ancona, D., & Caldwell, D. F. (1992). Demography and design: Predictors of new product team performance. Organizational Science, 3, 321-341. doi:10.1287/orsc.3.3.321
2. Anderson, N. R., & West, M. A. (1998). Measuring climate for work group innovation: Development and validation of the team climate inventory. Journal of Organizational Behavior, 19, 235-258. doi:10.1002/(SICI)1099-1379(199805)19:3%3c235:AID-JOB837%3e3.0.CO;2-C
3. Arthur, W. Jr, Bell, S. T., & Edwards, B. D. (2007). A longitudinal examination of the comparative criterion-related validity of additive and referent-shift consensus operationalizations of team efficacy. Organizational Research Methods, 10, 35-58. doi:10.1177/1094428106287574
4. Bakker, A. B., Albrecht, S., & Leiter, M. P. (2011). Work engagement: Further reflections on the state of play. European Journal of Work and Organizational Psychology, 20, 74-88. doi:10.1080/1359432X.2010.546711
5. Bakker, A. B., & Demerouti, E. (2008). Towards a model of work engagement. Career Development International, 13, 209-223. doi:10.1108/13620430810870476
6. Bakker, A. B., Van Emmerik, I. J. H., & Euwema, M. C. (2006). Crossover of burnout and engagement in work teams. Work & Occupations, 33, 464-489. doi:10.1037/0022-0663.99.2.274
7. Bakker, A. B., & Xanthopoulou, D. (2009). The crossover of daily work engagement: Test of an actor-partner interdependence model. Journal of Applied Psychology, 94, 1562-1571. doi:10.1037/a0017525
8. Bandura, A. (1997). Self-efficacy: The exercise of control. New York, NY: Freeman.
9. Barsade, S. G. (2002). The ripple effect: Emotional contagion and its influence on group behavior. Administrative Science Quarterly, 47, 644-675. doi:10.2307/3094912
10. Bartko, J. J. (1976). On various intraclass correlation reliability coefficients. Psychological Bulletin, 83, 762-765. doi:10.1037/DD33
11. Batt, R., Doellgast, V., & Kwon, H. (2005). Service management and employment systems in U.S. and Indian call centers. In S. Collins & L. Brainard (Eds.), Brookings trade forum 2005: Offshoring white-collar work - the issues and implications (pp. 335-372). Washington, DC: The Brookings Institution. ILR School, Cornell University. Retrieved from http://digitalcommons.ilr.cornell.edu/cgi/viewcontent.cgi?article=1038&context=hrpubs
12. Bentler, P. M. (1995). EQS structural equations program manual. Encino, CA: Multivariate Software.
13. Berg, J. M., Dutton, J. E., & Wrzesniewski, A. (2008). What is job crafting and why does it matter? Theory-to-practice briefingRoss School of Business, University of Michigan. Retrieved from http://www.bus.umich.edu/Positive/POS-Teaching-and-Learning/Job_Crafting-Theory_to_Practice-Aug_08.pdf
14. Berg, J. M., Grant, A. M., & Johnson, V. (2010). When callings are calling: Crafting work and leisure in pursuit of unanswered occupational callings. Organization Science, 21, 973-999. doi:10.1287/orsc.1090.0497
15. Berg, J. M., Wrzesniewski, A., & Dutton, J. E. (2010). Perceiving and responding to challenges in job crafting at different ranks: When proactivity requires adaptivity. Journal of Organizational Behavior, 31, 158-186. doi:10.1002/job.645
16. Bertolotti, F., Macrì, D. M., & Tagliaventi, M. R. (2005). Spontaneous self-managing practices in groups: Evidence from the field. Journal of Management Inquiry, 14, 366-384. doi:10.1177/1056492605280224
17. Bliese, P. D. (2000). Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis. In K. J. Klein & S. W. J. Kozlowski (Eds.), Multilevel theory, research, and methods in organizations (pp. 349-381). San Francisco, CA: Jossey-Bass.
18. Bollen, K. A. (1989). Structural equations with latent variables. Wiley series in probability and mathematical statistics. New York, NY: Wiley.
19. Brannick, M. T., Salas, E., & Prince, C. (1997). Team performance assessment and measurement. Mahwah, NJ: Lawrence Erlbaum.
20. Brown, S. P., & Leigh, T. W. (1996). A new look at psychological climate and its relationship to job involvement effort and performance. Journal of Applied Psychology, 81, 358-368. doi:10.1037/0021-9010.81.4.358
21. Burke, C. S., Stagl, K. C., Klein, C., Goodwin, G. F., Salas, E., & Halpin, S. M. (2006). What type of leadership behaviors are functional in teams? A meta-analysis. Leadership Quarterly, 17, 288-307. doi:10.1016/j.leaqua.2006.02.007
22. Campion, M. A., Medsker, G. J., & Higgs, A. C. (1993). Relations between work group characteristics and effectiveness: Implications for designing effective work groups. Personnel Psychology, 46, 823-850. doi:10.1111/j.1744-6570.1993.tb01571.x
23. Campion, M. A., Mumford, T. V., Morgeson, F. P., & Nahrgang, J. D. (2005). Work redesign: Obstacles and opportunities. Human Resource Management, 44, 367-390. doi:10.1002/hrm.20080
24. Campion, M. A., Papper, E. M., & Medskar, G. J. (1996). Relations between work team characteristics and effectiveness: A replication and extension. Personnel Psychology, 49, 429-452. doi:10.1111/j.1744-6570.1996.tb01806.x
25. Cappelli, P., & Sherer, P. D. (1991). The missing role of context in OB: The need for a meso-level approach. In L. L. Cummings & B. M. Staw (Eds.), Research in organizational behavior (Vol. 13, pp. 55-110). Greenwich, CT: JAI Press.
26. Chan, D. (1998). Functional relations among constructs in the same content domain at different levels of analysis: A typology of compositional models. Journal of Applied Psychology, 83, 234-246. doi:10.1037/0021-9010.83.2.234
27. Christian, M. S., Garza, A. S., & Slaughter, J. E. (2011). Work engagement: A quantitative review and test of its relations with task and contextual performance. Personnel Psychology, 64, 89-136. doi:10.1111/j.1744-6570.2010.01203.x
28. Clegg, C. W. (1984). The derivation of job designs. Journal of Occupational Behaviour, 5, 131-146. doi:10.1002/job.4030050205
29. Clegg, C. W., & Spencer, C. (2007). A circular and dynamic model of the process of job design. Journal of Occupational and Organizational Psychology, 80, 321-339. doi:10.1348/096317906X113211
30. Cummings, T. G., & Blumberg, M. (1987). Advanced manufacturing technology and work design. In T. D. Wall, C. W. Clegg & N. J. Kemp (Eds.), The human side of advanced manufacturing technology (pp. 37-60). Chichester, UK: Wiley.
31. Daniels, K., & Harris, C. (2005). A daily diary study of coping in the context of the job demands-control-support model. Journal of Vocational Behavior, 66, 219-237. doi:10.1016/j.jvb.2004.10.004
32. Davis, M. C., Leach, D., & Clegg, C. (2011) The physical environment of the office: Contemporary and emerging issues. In G. P. Hodgkinson & J. K. Ford (Eds.), International review of industrial and organizational psychology (Vol. 26, pp. 193-235). Chichester, UK: Wiley.
33. Day, D. V., Gronn, P., & Salas, E. (2004). Leadership capacity in teams. The Leadership Quarterly, 15, 857-880. doi:10.1016/j.leaqua.2004.09.001
34. Deery, S., Iverson, R., & Walsh, J. (2002). Work relationships in telephone call centers: Understanding emotional exhaustion and employee withdrawal. Journal of Management Studies, 39, 471-496. doi:10.1111/1467-6486.00300
35. Department of Trade and Industry (2004). The UK contact centre industry: A study. London, UK: The Author.
36. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39-50. doi:10.2307/3151312
37. Frese, M., Garst, H., & Fay, D. (2007). Making things happen: Reciprocal relationships between work characteristics and personal initiative (PI) in a four-wave longitudinal structural equation model. Journal of Applied Psychology, 92, 1084-1102. doi:10.1037/0021-9010.92.4.1084
38. Fried, Y., & Ferris, G. R. (1987). The validity of the job characteristics model: A review and meta-analysis. Personnel Psychology, 40, 287-322. doi:10.1111/j.1744-6570.1987.tb00605.x
39. Gibson, B. C. (1999). Do they do what they believe they can? Group efficacy and group effectiveness across tasks and cultures. Academy of Management Journal, 42, 138-152. doi:10.2307/257089
40. Gorman, J. C., Cooke, N. J., & Amazeen, P. G. (2010). Training adaptive teams. Human Factors, 52, 295-307. doi:10.1177/0018720810371689
41. Graen, G. (1976). Role-making processes of leadership development. In M. D. Dunnette (Ed.), Handbook of industrial and organizational psychology (pp. 1201-1245). Chicago, IL: Rand McNally.
42. Grant, A. M., Campbell, E. M., Chen, G., Cottone, K., Lapedis, D., & Lee, K. (2007). Impact and the art of motivation maintenance: The effects of contact with beneficiaries on persistence behavior. Organizational Behavior and Human Decision Processes, 103, 53-67. doi:10.1016/j.obhdp.2006.05.004
43. Griffin, M. A., Neal, A., & Parker, S. K. (2007). A new model of work role performance: Positive behavior in uncertain and interdependent contexts. Academy of Management Journal, 50, 327-347. doi:10.5465/AMJ.2007.24634438
44. Gully, S. M., Incalcaterra, K. A., Joshi, A., & Beaubien, J. M. (2002). A meta-analysis of team-efficacy, potency, and performance: Interdependence and level of analysis as moderators of observed relationships. Journal of Applied Psychology, 87, 819-832. doi:10.1037/0021-9010.87.5.819
45. Hackman, J. R. (1987). The design of work teams. In J. Lorsch (Ed.), Handbook of organizational behavior (pp. 315-342). Englewood Cliffs, NJ: Prentice Hall.
46. Hackman, J. R. (2012). From causes to conditions in group research. Journal of Organizational Behavior, 33, 428-444. doi:10.1002/job.1774
47. Hackman, J. R., & Oldham, G. R. (1976). Motivation through the design of work: Test of a theory. Organizational Behavior and Human Performance, 16, 250-279. doi:10.1016/0030-5073(76)90016-7
48. Hackman, J. R., & Oldham, G. R. (1980). Work redesign. Reading, MA: Addison-Wesley.
49. Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. Journal of Applied Psychology, 87, 268-279. doi:10.1037/0021-9010.87.2.268
50. Hayes, A. F. (2009). Beyond Baron and Kenny: Statistical mediation analysis in the new millennium. Communication Monographs, 76, 408-420. doi:10.1080/03637750903310360
51. Holdsworth, L., & Cartwright, S. (2003). Empowerment, stress and satisfaction: An exploratory study of a call centre. Leadership & Organization Development Journal, 24, 131-140. doi:10.1108/01437730310469552
52. Holman, D., Batt, R., & Holtgrewe, S. (2007). The global call center report: International perspectives on management and employment. ILP School, Cornell University. Retrieved from www.globalcallcenter.org
53. Holman, D., Chissick, C., & Totterdell, P. (2002). The effects of performance monitoring on emotional well-being in call centers. Motivation and Emotion, 26, 57-81. doi:10.1023/A:1015194108376
54. Hornung, S., Rousseau, D., Glaser, J., Angerer, P., & Weigl, M. (2010). Beyond top-down and bottom-up work redesign: Customizing job content through idiosyncratic deals. Journal of Organizational Behavior, 31, 187-215. doi:10.1002/job.625
55. Hu, L. T., & Bentler, P. (1995). Evaluating model fit. In R. H. Hoyle (Ed.), Structural equation modeling: Concepts, issues, and applications (pp. 76-99). London, UK: Sage.
56. Hu, L. T., & Bentler, P. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6, 1-55. doi:10.1080/10705519909540118
57. Ilgen, D. R., & Hollenbeck, J. R. (1991). The structure of work: Job design and roles. In M. D. Dunnette & L. M. Hough (Eds.), Handbook of industrial and organizational psychology (Vol. 2, 2nd ed., pp. 165-207). Palo Alto, CA: Consulting Psychology Press.
58. James, L. R. (1982). Aggregation bias in estimates of perceptual agreement. Journal of Applied Psychology, 67, 219-229. doi:10.1037/0021-9010.67.2.219
59. James, L. R., Demaree, R. G., & Wolf, G. (1984). Estimating within-group interrater reliability with and without rater bias. Journal of Applied Psychology, 6, 85-98. doi:10.1037/0021-9010.69.1.85
60. James, L. A., & James, L. R. (1989). Integrating work environment perceptions: Explorations into the measurement of meaning. Journal of Applied Psychology, 74, 739-751. doi:10.1037/0021-9010.74.5.739
61. Johns, G. (2006). The essential impact of context on organizational behavior. Academy of Management Review, 31, 396-408. doi:10.5465/AMR.2006.20208687
62. Kahn, W. (1990). Psychological conditions of personal engagement and disengagement at work. Academy of Management Journal, 33, 692-724. doi:10.2307/256287
63. Karasek, R. A. (1979). Job demands, job decision latitude, and mental strain: Implications for job redesign. Administrative Science Quarterly, 24, 285-311. doi:10.2307/2392498
64. Karasek, R. A., & Theorell, T. (1990). Healthy work: Stress, productivity and the reconstruction of working life. New York, NY: Basic Books.
65. Katz, D., & Kahn, R. L. (1978). The social psychology of organizations. New York, NY: Wiley.
66. Klein, K. J., Conn, A. B., Smith, D. B., & Sorra, J. S. (2001). Is everyone in agreement? An exploration of within-group agreement in employee perceptions of the work environment. Journal of Applied Psychology, 86, 3-16. doi:10.1037/0021-9010.86.1.3
67. Klein, K. J., & Kozlowski, S. W. J. (2000). Multilevel theory, research, and methods in organizations: Foundations, extensions and new directions. San Francisco, CA: Jossey-Bass.
68. Kozlowski, S. W. J., & Ilgen, D. R. (2006). Enhancing the effectiveness of work groups and teams. Psychological Science in the Public Interest, 7, 77-124. doi:10.1111/j.1529-1006.2006.00030.x
69. Leach, D. J., Hagger-Johnson, G., Doerner, N., Wall, T. D., Turner, N., Dawson, J., & Grote, G. (2013). Developing a measure of work uncertainty. Journal of Occupational and Organizational Psychology, 83, 85-99. doi:10.1111/joop.12000
70. Leach, D. J., Wall, T. D., & Jackson, P. R. (2003). The effect of empowerment on job knowledge: An empirical test involving operators of complex technology. Journal of Occupational and Organizational Psychology, 76, 27-52. doi:10.1348/096317903321208871
71. Leana, C., Appelbaum, E., & Shevchuk, I. (2009). Work process and quality of care in early childhood education: The role of job crafting. Academy of Management Journal, 52, 1169-1192. doi:10.5465/AMJ.2009.47084651
72. LeBreton, J. M., & Senter, J. L. (2008). Answers to twenty questions about interrater reliability and interrater agreement. Organizational Research Methods, 11, 815-852. doi:10.1177/1094428106296642
73. Lester, S. W., Meglino, B. M., & Korsgaard, M. A. (2002). The antecedents and consequences of group potency: A longitudinal investigation of newly formed groups. Academy of Management Journal, 45, 352-368. doi:10.2307/3069351
74. Llorens, S., Schaufeli, W. B., Bakker, A., & Salanova, M. (2007). Does a positive gain spiral of resources, efficacy beliefs and engagement exist? Computers in Human Behavior, 23, 825-841. doi:10.1016/j.chb.2004.11.012
75. Lyons, P. (2008). The crafting of jobs and individual differences. Journal of Business Psychology, 23, 25-36. doi:10.1007/s10869-008-9080-2
76. Malhotra, N., & Mukherjee, A. (2004). The relative influence of organizational commitment and job satisfaction on service quality of customer-contact employees in banking call centres. Journal of Services Marketing, 18, 162-174. doi:10.1108/08876040410536477
77. Marks, M. A., Mathieu, J. E., & Zaccaro, S. J. (2001). A temporally based framework and taxonomy of team processes. Academy of Management Review, 26, 355-376. doi:10.5465/AMR.2001.4845785
78. Moreland, R. L. (1999). Transactive memory: Learning who knows what in work groups and organizations. In L. L. Thompson, J. M. Levine & D. M. Messick (Eds.), Shared cognition in organizations: The management of knowledge (pp. 3-31). Mahwah, NJ: Erlbaum.
79. Morgeson, F. P., & Campion, M. A. (2002). Minimizing trade-offs when redesigning work: Evidence from a longitudinal quasi-experiment. Personnel Psychology, 55, 589-612. doi:10.1111/j.1744-6570.2002.tb00122.x
80. Morgeson, F. P., Delaney-Klinger, K., & Hemingway, M. A. (2005). The importance of job autonomy, cognitive ability, and job-related skill for predicting role breadth and job performance. Journal of Applied Psychology, 90, 399-406. doi:10.1037/0021-9010.90.2.399
81. Morgeson, F. P., Dierdorff, E. C., & Hmurovic, J. L. (2010). Work design in situ: Understanding the role of occupational and organizational context. Journal of Organizational Behavior, 31, 351-360. doi:10.1002/job.642
82. Okhuysen, G. A. (2001). Structuring change: Familiarity and formal interventions in problem- solving groups. Academy of Management Journal, 44, 794-808. doi:10.2307/3069416
83. Oldham, G. R., & Hackman, J. R. (2010). Not what it was and not what it will be: The future of job design research. Journal of Organizational Behavior, 31, 463-479. doi:10.1002/job.678
84. Parker, S. K. (2003). Longitudinal effects of lean production on employee outcomes and the mediating role of work characteristics. Journal of Applied Psychology, 88, 620-634. doi:10.1037/0021-9010.88.4.620
85. Parker, S. K., & Ohly, S. (2008). Designing motivating work. In R. Kanfer, G. Chen & R. D. Pritchard (Eds.), Work motivation: Past, present, and future (pp. 233-384). New York, NY: Routledge.
86. Parker, S. K., & Turner, N. (2002). Work design and individual job performance: Research findings and an agenda for future inquiry. In S. Sonnentag (Ed.), The psychological management of individual performance: A handbook in the psychology of management in organizations (pp. 69-94). Chichester, UK: Wiley.
87. Patterson, M. G., West, M. A., Shackleton, V. J., Dawson, J. F., Lawthom, R., Maitlis, S., ... Wallace, A. M. (2005). Validating the organizational climate measure: Links to managerial practices, productivity and innovation. Journal of Organizational Behavior, 26, 379-408. doi:10.1002/job.312
88. Petrou, P., Demerouti, E., Peeters, M. C. W., Schaufeli, W. B., & Hetland, J. (2012). Crafting a job on a daily basis: Contextual correlates and the link to work engagement. Journal of Organizational Behavior, 33, 1120-1131. doi:10.1002/job.1783
89. Podsakoff, P. M., MacKenzie, S. B., Lee, J., & Podsakoff, N. P. (2003). Common method bias in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 879-903. doi:10.1037/0021-9010.88.5.879
90. Robson, M. J., Katsikeas, C. S., & Bello, D. C. (2008). Drivers and performance outcomes of trust in international strategic alliances: The role of organizational complexity. Organization Science, 19, 647-665. doi:10.1287/orsc.1070.0329
91. Rose, E., & Wright, G. (2005). Satisfaction and dimensions of control among call centre customer service representatives. International Journal of Human Resource Management, 16, 136-160. doi:10.1080/0958519042000295000
92. Roy, D. F. (1960). Banana time: Job satisfaction and informal interaction. Human Organization, 18, 156-168.
93. Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25, 293-315. doi:10.1002/job.248
94. Schaufeli, W. B., Bakker, A. B., & Salanova, M. (2006). The measurement of work engagement with a short questionnaire: A cross-national study. Educational and Psychological Measurement, 66, 701-716. doi:10.1177/0013164405282471
95. Schneider, B. (1987). The people make the place. Personnel Psychology, 40, 437-453. doi:10.1111/j.1744-6570.1987.tb00609.x
96. Schneider, B., Goldstein, H. W., & Smith, D. B. (1995). The ASA Framework: An update. Personnel Psychology, 48, 747-773. doi:10.1111/j.1744-6570.1995.tb01780.x
97. Shaw, J. D., Duffy, M. K., & Stark, E. M. (2000). Interdependence and preference for group work: Main and congruence effects on the satisfaction and performance of group members. Journal of Management, 26, 259-279. doi:10.1177/014920630002600205
98. Shuck, B., & Wollard, K. (2010). Employee engagement & HRD: A seminal review of the foundations. Human Resource Development Review, 9, 89-110. doi:10.1177/1534484309353560
99. Simbula, S., Guglielmi, D., & Schaufeli, W. B. (2011). A three-wave study on job resources, self-efficacy and work engagement among Italian school teachers. European Journal of Work and Organizational Psychology, 20, 285-305. doi:10.1080/13594320903513916
100. Smith-Jentsch, K. A., Cannon-Bowers, J. A., Tannenbaum, S. I., & Salas, E. (2008). Guided team self-correction: Impacts on team mental models, behavior, and effectiveness. Small Group Research, 39, 303-327. doi:10.1177/1046496408317794
101. Snijders, T. A. B., & Bosker, R. J. (1999). Multilevel analysis: An introduction to basic and advanced multilevel modeling. London, UK: Sage.
102. Soane, E., Truss, K., Alfes, K., Shantz, A., Rees, C., & Gatenby, M. (2012). Development and application of a new measure of employee engagement: the ISA engagement scale. Human Resource Development International, 15, 529-547. doi:10.1080/13678868.2012.726542
103. Spreitzer, G. M. (1995). Psychological empowerment in the workplace: Dimensions, measurement, and validation. Academy of Management Journal, 38, 1442-1465. doi:10.2307/256865
104. Sprigg, C. A., & Jackson, P. R. (2006). Call centers as lean service environments: Job related strain and the mediating role of work design. Journal of Occupational Health Psychology, 11, 197-212. doi:10.1037/1076-8998.11.2.197
105. Steiner, I. D. (1972). Group process and productivity. New York, NY: Academic Press.
106. Tesluk, P., Mathieu, J. E., Zaccaro, S. J., & Marks, M. (1997). Task and aggregation issues in the analysis and assessment of team performance. In M. T. Brannick, C. Prince & E. Salas (Eds.), Team performance assessment and measurement: Theory, methods, and applications (pp. 197-224). Mahwah, NJ: Erlbaum.
107. Van de Ven, A. H., & Morgan, M. A. (1980). A revised framework for organizational assessment. In E. E. Lawler III, D. A. Nadler & C. Cammann (Eds.), Organizational assessment: Perspectives on the measurement of organizational behaviour and the quality of work life (pp. 216-260). Toronto, ON, Canada: Wiley.
108. Van Der Vegt, G. S., & Bunderson, J. S. (2005). Learning and performance in multi-disciplinary teams: The importance of collective team identification. Academy of Management Journal, 48, 532-547. doi:10.5465/AMJ.2005.17407918
109. Van der Vegt, G. S., Emans, B. J. M., & Van de Vliert, E. (2001). Patterns of interdependence in work teams: A two-level investigation of the relations with job and team satisfaction. Personnel Psychology, 54, 51-69. doi:10.1111/j.1744-6570.2001.tb00085.x
110. Wageman, R. (1995). Interdependence and group effectiveness. Administrative Science Quarterly, 40, 145-180. doi:10.2307/2393703
111. Wageman, R., & Baker, G. (1997). Incentives and cooperation: The joint effects of task and reward interdependence on group performance. Journal of Organizational Behavior, 18, 139-158. doi:10.1002/(SICI)1099-1379(199703)18:2%3c139:AID-JOB791%3e3.0.CO;2-R
112. Wageman, R., Gardner, H. K., & Mortensen, M. (2012). The changing ecology of teams: New directions for teams research? Journal of Organizational Behaviour, 33, 301-315. doi:10.1002/job.1775
113. Wageman, R., Hackman, J. R., & Lehman, E. (2005). Team diagnostic survey: Development of an instrument. Journal of Applied Behavioral Science, 41, 373-398. doi:10.1177/0021886305281984
114. Wong, C. S., & Campion, M. A. (1991). Development and test of a task level model of motivational job design. Journal of Applied Psychology, 76, 825-837. doi:10.1037/0021-9010.76.6.825
115. Wrzesniewski, A., & Dutton, J. E. (2001). Crafting a job: Revisioning employees as active crafters of their work. Academy of Management Review, 26, 179-201. doi:10.2307/259118
116. Zapf, D., Isic, A., Bechtoldt, M., & Blau, P. (2003). What is typical for call centre jobs? Job characteristics, and service interactions in different call centres. European Journal of Work and Organizational Psychology, 12, 311-340. doi:10.1080/13594320344000183