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

Journal of Occupational Health Psychology
Christine A Sprigg, Paul R Jackson

Abstract

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.

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Citations

Aug 28, 2012·Annals of Emergency Medicine·John RookeMike Kagioglou
Nov 3, 2010·Annals of Emergency Medicine·Richard J Holden
Jul 21, 2010·Applied Ergonomics·Maria McNamaraMichael Quinlan
Jan 29, 2014·Social Science Research·Michael J Handel
Jan 1, 2013·IIE Transactions on Occupational Ergonomics and Human Factors·Mikael Brännmark, Richard J Holden
Jun 14, 2019·International Journal of Occupational Safety and Ergonomics : JOSE·Silvia Ahmed Khattak
Feb 20, 2008·BMC Neuroscience·Chuanhai CaoHuntington Potter
Oct 19, 2017·BMC Family Practice·Hilde Carin StorhaugAslak Steinsbekk
Jul 8, 2017·Journal of Health Organization and Management·Gareth H Rees, Robin Gauld
Jul 6, 2017·Applied Psychophysiology and Biofeedback·Maria U KottwitzAchim Elfering
Jan 4, 2021·International Archives of Occupational and Environmental Health·Stéphanie BoiniPascal Wild

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