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Working conditions, well-being, and job-related attitudes among call centre agents
16 references·16 citing·39 second hopsampled
Working conditions, well-being, and job-related attitudes among call centre agents (2003)Working conditions, well-being, and job-r…Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal (2002)Work Relationships in Telepho…Emotion work and psychological well-being (2002)Emotion work and psychologica…Emotion work and job stressors and their effects on burnout (2001)Emotion work and job stressor…Human Performance: Cognition, Stress and Individual Differences (2000)Human Performance: Cognition,…Well-being : the foundations of hedonic psychology (1999)Well-being : the foundations …Emotion Work as a Source of Stress: The Concept and Development of an Instrument (1999)Emotion Work as a Source of S…The Dimensions, Antecedents, and Consequences of Emotional Labor (1996)The Dimensions, Antecedents, …Handbook of Work Group Psychology (1996)Handbook of Work Group Psycho…Social phobia : diagnosis, assessment, and treatment (1995)Social phobia : diagnosis, as…Organizational commitment: The utility of an integrative definition. (1994)Organizational commitment: Th…Action as the core of work psychology: A German approach. (1994)Action as the core of work ps…Emotional Labor in Service Roles: The Influence of Identity (1993)Emotional Labor in Service Ro…Updating Norman's "adequacy taxonomy": Intelligence and personality dimensions in natural language and in questionnaires. (1985)Updating Norman's "adequacy t…The Managed Heart: Commercialization of Human Feeling (1984)The Managed Heart: Commercial…Situational Constraints and Work Outcomes: The Influences Of a Frequently Overlooked Construct (1980)Situational Constraints and W…Handbook of Industrial and Organizational Psychology. (1977)Handbook of Industrial and Or…Exploring the psychological health of emergency dispatch centre operatives: a systematic review and narrative synthesis (2017)Exploring the psychological h…Turnover intention: the effects of core self-evaluations, proactive personality, perceived organizational support, developmental feedback, and job complexity (2015)Turnover intention: the effec…Explaining the Relation Between Job Insecurity and Employee Outcomes During Organizational Change: A Multiple Group Comparison (2015)Explaining the Relation Betwe…Extending the expanded model of organizational identification to occupations (2013)Extending the expanded model …Evaluation of Employees' Job Satisfaction and Role of Gender Difference: An Empirical Study at Airline Industry in Iran (2012)Evaluation of Employees' Job …Calling for Care: ‘Disembodied’ Work, Teleoperators and Older People Living at Home (2012)Calling for Care: ‘Disembodie…Reducing burnout in call centers through HR practices (2010)Reducing burnout in call cent…The Promoting Adult Resilience (PAR) Program: The Effectiveness of the Second, Shorter Pilot of a Workplace Prevention Program (2009)The Promoting Adult Resilienc…The relationship between leader‐member exchange and outcomes as rated by leaders and followers (2008)The relationship between lead…When promoting positive feelings pays: Aggregate job satisfaction, work design features, and innovation in manufacturing organizations (2006)When promoting positive feeli…On the positive and negative effects of emotion work in organizations (2006)On the positive and negative …Links between service climate, employee commitment and employees' service quality capability (2006)Links between service climate…Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance (2006)Emotional labour and negative…Moderating effects of job insecurity in the relationships between procedural justice and employee well-being: Gender differences (2005)Moderating effects of job ins…It's not only clients: Studying emotion work with clients and co‐workers with an event‐sampling approach (2005)It's not only clients: Studyi…Different temporary work status, different behaviors in organization (2005)Different temporary work stat…Trait-names: A psycho-lexical study. (1936)On Becoming a Person: A Therapist's View of Psychotherapy (1961)Toward an adequate taxonomy of personality attributes: Replicated factor structure in peer nomination personality ratings. (1963)Intelligence, personality, and interests: Evidence for overlapping traits. (1997)The happy personality: A meta-analysis of 137 personality traits and subjective well-being. (1998)Personality and Culture Revisited: Linking Traits and Dimensions of Culture (2004)The Presentation of Self in Everyday Life. (1956)The Social Psychology of Organizations. (1979)Stress, social support, and the buffering hypothesis. (1985)A Social Interaction Model Of The Effects Of Emotion Regulation On Work Strain (2005)Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy (2009)On the costs and benefits of emotional labor: A meta-analysis of three decades of research. 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this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1977Handbook of Industrial and Organizational Psychology.11,945 cited
  • 1984The Managed Heart: Commercialization of Human Feeling8,746 cited
  • 1999Well-being : the foundations of hedonic psychology7,445 cited
  • 1993Emotional Labor in Service Roles: The Influence of Identity3,271 cited
  • 1996The Dimensions, Antecedents, and Consequences of Emotional Labor2,547 cited
  • 2002Emotion work and psychological well-being1,245 cited
  • 1995Social phobia : diagnosis, assessment, and treatment1,067 cited
  • 1985Updating Norman's "adequacy taxonomy": Intelligence and personality dimensions in natural language and in questionnaires.914 cited
  • 1996Handbook of Work Group Psychology914 cited
  • 1994Action as the core of work psychology: A German approach.861 cited
  • 1999Emotion Work as a Source of Stress: The Concept and Development of an Instrument611 cited
  • 2002Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal558 cited
  • 2001Emotion work and job stressors and their effects on burnout525 cited
  • 1980Situational Constraints and Work Outcomes: The Influences Of a Frequently Overlooked Construct520 cited
  • 2000Human Performance: Cognition, Stress and Individual Differences

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489 cited
  • 1994Organizational commitment: The utility of an integrative definition.442 cited
  • Cited by

    • 2006On the positive and negative effects of emotion work in organizations461 cited
    • 2006Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance183 cited
    • 2006When promoting positive feelings pays: Aggregate job satisfaction, work design features, and innovation in manufacturing organizations160 cited
    • 2010Reducing burnout in call centers through HR practices154 cited
    • 2006Links between service climate, employee commitment and employees' service quality capability152 cited
    • 2005It's not only clients: Studying emotion work with clients and co‐workers with an event‐sampling approach140 cited
    • 2013Extending the expanded model of organizational identification to occupations135 cited
    • 2005Moderating effects of job insecurity in the relationships between procedural justice and employee well-being: Gender differences114 cited
    • 2015Turnover intention: the effects of core self-evaluations, proactive personality, perceived organizational support, developmental feedback, and job complexity100 cited
    • 2015Explaining the Relation Between Job Insecurity and Employee Outcomes During Organizational Change: A Multiple Group Comparison100 cited
    • 2005Different temporary work status, different behaviors in organization91 cited
    • 2009The Promoting Adult Resilience (PAR) Program: The Effectiveness of the Second, Shorter Pilot of a Workplace Prevention Program86 cited
    • 2012Calling for Care: ‘Disembodied’ Work, Teleoperators and Older People Living at Home81 cited
    • 2012Evaluation of Employees' Job Satisfaction and Role of Gender Difference: An Empirical Study at Airline Industry in Iran78 cited
    • 2008The relationship between leader‐member exchange and outcomes as rated by leaders and followers73 cited
    • 2017Exploring the psychological health of emergency dispatch centre operatives: a systematic review and narrative synthesis71 cited