Psychosocial Risk Factors In Call Centres

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Psychosocial Risk Factors for Call Centre Employees

Author : Christine Ann Sprigg
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (817 download)

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Book Synopsis Psychosocial Risk Factors for Call Centre Employees by : Christine Ann Sprigg

Download or read book Psychosocial Risk Factors for Call Centre Employees written by Christine Ann Sprigg and published by . This book was released on 2010 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Two over-arching research questions are examined in this thesis. These questions concern call centre organisational features (dialogue scripting and performance monitoring), work design (e.g., autonomy, workload, role properties) and health outcomes (psychological strain and MSDs) which are examined using data from 1,141 employees taken from 36 call centres. In the Study 1 the "lean service characteristics" of dialogue scripting and performance monitoring are examined in relation to the prediction of call handler job-related strain. Findings confirm that employees who experience greater dialogue 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. In the Study 2, the work characteristics of autonomy and workload are examined in relation to the prediction of musculoskeletal disorders (upper back, lower body and arms). I find that the relationship of workload to upper body and lower back musculoskeletal disorders is largely accounted for by job-related strain. This mediating effect is less evident for arm disorders. Contrary to expectation, job autonomy has neither a direct nor a moderating effect on any musculoskeletal disorder. In Study 3, a systematic literature review of intervention studies in call centres is presented. Sixteen papers are categorised into four intervention domains, namely, i) physical work environment ii) ergonomic iii) job design and iv) health. The majority of studies are ergonomic in nature and the physical work environment is considered also. Study 3 implies that whilst work psychologists examining call centre working practices is a valid exercise it only forms part of a psychosocial risk story and that work psychologists need to work in a more interdisciplinary manner if we are to positively intervene in call centres.

Psychosocial Risk Factors in Call Centres

Author : Christine A. Sprigg
Publisher :
ISBN 13 : 9780717627745
Total Pages : 81 pages
Book Rating : 4.6/5 (277 download)

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Book Synopsis Psychosocial Risk Factors in Call Centres by : Christine A. Sprigg

Download or read book Psychosocial Risk Factors in Call Centres written by Christine A. Sprigg and published by . This book was released on 2003 with total page 81 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Research Report (RR) is the third product from the Health and Safety Laboratory (HSL) Call Centre studies. The first product of the HSL research was HELA Local Authority Circular (LAC 94/1) published in November 1999. The LAC reported the findings of HSL's exploratory and qualitative (interview and discussion-based) research on call centres. The second product of HSL's call centre research was a significantly revised and updated version of the HELA Local Authority Circular (LAC 94/1 (rev)), which was published in December 2001. In this RR, we report findings from the larger scale quantitative (questionnaire-based) study. as a call handler more stressful than working in other jobs?; 2. Is working as a call handler equally stressful for everyone who works as one?; 3. What is it that makes working as a call handler stressful?; and 4. What can be done to reduce the psychosocial risks associated with working as a call handler? Future research papers and articles in practitioner publications will report further results and conclusions from this research.

Contemporary Ergonomics and Human Factors 2011

Author : Martin Anderson
Publisher : CRC Press
ISBN 13 : 0203809300
Total Pages : 524 pages
Book Rating : 4.2/5 (38 download)

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Book Synopsis Contemporary Ergonomics and Human Factors 2011 by : Martin Anderson

Download or read book Contemporary Ergonomics and Human Factors 2011 written by Martin Anderson and published by CRC Press. This book was released on 2017-10-02 with total page 524 pages. Available in PDF, EPUB and Kindle. Book excerpt: The broad and developing scope of ergonomics - the application of scientific knowledge to improve people‘s interaction with products, systems and environments - has been illustrated for 25 years by the books which make up the Contemporary Ergonomics series. This book presents the proceedings of the international conference on Ergonomics and Human F

Organizational Interventions for Health and Well-being

Author : Karina Nielsen
Publisher : Routledge
ISBN 13 : 1315410478
Total Pages : 567 pages
Book Rating : 4.3/5 (154 download)

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Book Synopsis Organizational Interventions for Health and Well-being by : Karina Nielsen

Download or read book Organizational Interventions for Health and Well-being written by Karina Nielsen and published by Routledge. This book was released on 2018-06-14 with total page 567 pages. Available in PDF, EPUB and Kindle. Book excerpt: This important new collection provides not only a comprehensive overview of how organizational interventions can improve health and well-being in the workplace - addressing its causes rather than the symptoms - but also the practical issues faced in their design, implementation and evaluation. Drawing on a range of case studies and empirical investigations, it is the first book to seriously examine each element of the intervention process, and to recognize the individual, group, leader and organizational factors that researchers should consider. The authors describe the various challenges to such collaborative processes, as well as the specific methods and tools that can be used in response. Each chapter offers practical, evidence-based guidance. Featuring a final section examining new directions and approaches in organizational intervention research, the book features contributions from some of the leading international researchers in the field. It will be essential reading for any researcher or practitioner interested in the practical issues involved in improving the organization, design and management of the contemporary workplace.

Call Centre Work

Author : Christian Dormann
Publisher : Psychology Press
ISBN 13 : 9781841699691
Total Pages : 132 pages
Book Rating : 4.6/5 (996 download)

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Book Synopsis Call Centre Work by : Christian Dormann

Download or read book Call Centre Work written by Christian Dormann and published by Psychology Press. This book was released on 2004 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Special Issue is concerned with the working conditions at call centres, which harbour jobs of different levels of qualification.

The Essentials of the New Workplace

Author : David Holman
Publisher : John Wiley & Sons
ISBN 13 : 0470022167
Total Pages : 270 pages
Book Rating : 4.4/5 (7 download)

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Book Synopsis The Essentials of the New Workplace by : David Holman

Download or read book The Essentials of the New Workplace written by David Holman and published by John Wiley & Sons. This book was released on 2005-05-05 with total page 270 pages. Available in PDF, EPUB and Kindle. Book excerpt: The original hardback edition of The New Workplace examined modern business terms such as total quality management, just-in-time production, e-business, lean manufacturing and teleworking. It explored what these terms really mean and what effect they have in practice - especially their impact on productivity and performance and their social and psychological consequences. This paperback is a shorter, revised version of the original book. It will focus on working practices, especially technology orientated ones, which are the most relevant and innovative for consultants.

Your Call Is (Not That) Important to Us

Author : Emily Yellin
Publisher : Simon and Schuster
ISBN 13 : 1416546901
Total Pages : 356 pages
Book Rating : 4.4/5 (165 download)

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Book Synopsis Your Call Is (Not That) Important to Us by : Emily Yellin

Download or read book Your Call Is (Not That) Important to Us written by Emily Yellin and published by Simon and Schuster. This book was released on 2010-08-17 with total page 356 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about an industry that seems to grow more inhuman and unhelpful with every phone call we make. And Americans make more than 43 billion customer service calls each year. Whether it's the interminable hold times, the outsourced agents who can't speak English, or the multitude of buttons to press and automated voices to listen to before reaching someone with a measurable pulse -- who hasn't felt exasperated at the abuse, neglect, and wasted time we experience when all we want is help, and maybe a little human kindness? Your Call Is (Not That) Important to Us is journalist Emily Yellin's engaging, funny, and far-reaching exploration of the multibillion-dollar customer service industry and its surprising inner-workings. Yellin reveals the real human beings and often surreal corporate policies lurking behind its aggravating façade. After reading this first-ever investigation of the customer service world, you'll never view your call-center encounters in quite the same way. Since customer service has a role in just about every industry on earth, Yellin travels the country and the world, meeting a wide range of customer service reps, corporate decision makers, industry watchers, and Internet-based consumer activists. She spends time at outsourced call centers for Office Depot in Argentina and Microsoft in Egypt. She gets to know the Mormon wives who answer JetBlue's customer service calls from their homes in Salt Lake City, and listens in on calls from around the globe at a FedEx customer service center in Memphis. She meets with the creators of the yearly Customer Rage Study, customer experience specialists at Credit Suisse in Zurich, the founder and CEO of FedEx, and the CEO of the rising Internet retailer Zappos.com. Yellin finds out which country complains about service the most (Sweden), interviews an actress who provides the voice for automated answering systems at many big corporations, and talks to the people who run a website (GetHuman.com that posts codes for bypassing automated voices and getting to an actual human being at more than five hundred major companies. Yellin weaves her vast reporting into an entertaining narrative that sheds light on the complex forces that create our infuriating experiences. She chronicles how the Internet and global competition are forcing businesses to take their customers' needs more seriously and offers hope from people inside and outside the globalized corporate world fighting to make customer service better for us all. Your Call Is (Not That) Important to Us cuts through corporate jargon and consumer distress to provide an eye-opening and animated account of the way companies treat their customers, how customers treat the people who serve them, and how technology, globalization, class, race, gender, and culture influence these interactions. Frustrated customers, smart executives, and dedicated customer service reps alike will find this lively examination of the crossroads of world commerce -- the point where businesses and their customers meet -- illuminating and essential.

New Directions in Organizational Psychology and Behavioral Medicine

Author : Cary Cooper
Publisher : Routledge
ISBN 13 : 1317088514
Total Pages : 427 pages
Book Rating : 4.3/5 (17 download)

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Book Synopsis New Directions in Organizational Psychology and Behavioral Medicine by : Cary Cooper

Download or read book New Directions in Organizational Psychology and Behavioral Medicine written by Cary Cooper and published by Routledge. This book was released on 2016-04-29 with total page 427 pages. Available in PDF, EPUB and Kindle. Book excerpt: This research shows the dynamic relationship between work, health and satisfaction. New Directions in Organizational Psychology and Behavioral Medicine, comprehensively covers new developments in the field of occupational health psychology and provides insight into the many challenges that will change the nature of occupational health psychology. The editors have gathered 40 experts from all over the developed world to discuss issues relevant to human resource and talent management, and specifically to employment related physical and psychological health issues. Especially because it comes at a time of economic turbulence that will create work stress and strain, organizations, researchers and practitioners will find this book valuable.

Emotional Labor in the 21st Century

Author : Alicia Grandey
Publisher : Routledge
ISBN 13 : 1136232583
Total Pages : 340 pages
Book Rating : 4.1/5 (362 download)

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Book Synopsis Emotional Labor in the 21st Century by : Alicia Grandey

Download or read book Emotional Labor in the 21st Century written by Alicia Grandey and published by Routledge. This book was released on 2013-05-07 with total page 340 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book reviews, integrates, and synthesizes research on emotional labor and emotion regulation conducted over the past 30 years. The concept of emotional labor was first proposed by Dr. Arlie Russell Hochschild (1983), who defined it as "the management of feeling to create a publicly observable facial and bodily display" (p. 7) for a wage. A basic assumption of emotional labor theory is that many jobs (e.g., customer service, healthcare, team-based work, management) have interpersonal, and thus emotional, requirements and that well-being and effectiveness in these jobs is determined, in part, by a person’s ability to meet these requirements. Since Hochschild’s initial work, psychologists, sociologists, and management scholars have developed distinct theoretical approaches aimed at expanding and elaborating upon Hochschild’s core ideas. Broadly speaking, emotional labor is the study of how emotion regulation of oneself and others influences social dynamics at work, which has implications for performance and well being in a wide range of occupations and organizational contexts. This book offers researchers and practitioners a review of emotional labor theory and research that integrates the various perspectives into a coherent framework, and proposes an agenda for future research on this increasingly relevant and important topic. The book is divided into 5 main sections, with the first section introducing and defining emotional labor as well as creating a framework for the rest of the book to follow. The second section consists of chapters describing emotional labor theory at different levels of analysis, including the event, person, dyad, and group. The third section illustrates the diversity of emotional labor in distinct occupational contexts: customer service (e.g. restaurant, retail), call centers, and caring work. The fourth section considers broader contextual influences – organizational-, societal-, and cultural-level factors – that modify how and when emotional labor is done. The final section presents a series of ‘reflective essays’ from eminent scholars in the area of emotion and emotion regulation, where they reflect upon the past, present and future of emotion regulation at work.

Contemporary Ergonomics 2002

Author : Paul T. McCabe
Publisher : CRC Press
ISBN 13 : 0203301897
Total Pages : 689 pages
Book Rating : 4.2/5 (33 download)

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Book Synopsis Contemporary Ergonomics 2002 by : Paul T. McCabe

Download or read book Contemporary Ergonomics 2002 written by Paul T. McCabe and published by CRC Press. This book was released on 2003-09-02 with total page 689 pages. Available in PDF, EPUB and Kindle. Book excerpt: The broad and developing scope of ergonomics, the application of scientific knowledge to improve people's interaction with products, systems and environments, has been illustrated over the past sixteen years by the books that make up the Contemporary Ergonomics series. Presenting the proceedings of the Ergonomics Society's Annual Conference, the series embraces the wide range of topics covered by ergonomics. Chapters provide an insight into the current practice, present new research findings and form an invaluable reference source. Among the most interesting topics covered in this volume are rail safety, the development and applications of virtual reality and hospital ergonomics. Contemporary Ergonomics 2002 will appeal to all those who have an interest in people's interactions with their working and leisure environment, including designers, manufacturing and production engineers, health and safety specialists, occupational, applied and industrial psychologists, and applied physiologists.

Contemporary Ergonomics and Human Factors 2010

Author : Martin Anderson
Publisher : Taylor & Francis
ISBN 13 : 1439859507
Total Pages : 823 pages
Book Rating : 4.4/5 (398 download)

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Book Synopsis Contemporary Ergonomics and Human Factors 2010 by : Martin Anderson

Download or read book Contemporary Ergonomics and Human Factors 2010 written by Martin Anderson and published by Taylor & Francis. This book was released on 2010-04-06 with total page 823 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book compiles the papers presented at the Annual Conference of the Institute of Ergonomics & Human Factors held in April 2010. It embraces a wide range of issues related to ergonomics, reflecting the name change of the Ergonomics Society to the Institute of Ergonomics & Human Factors.

Tinnitus

Author : David M. Baguley
Publisher : Plural Publishing
ISBN 13 : 1597569518
Total Pages : 385 pages
Book Rating : 4.5/5 (975 download)

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Book Synopsis Tinnitus by : David M. Baguley

Download or read book Tinnitus written by David M. Baguley and published by Plural Publishing. This book was released on 2015-11-20 with total page 385 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tinnitus: Clinical and Research Perspectives summarizes contemporary findings from basic and clinical research regarding tinnitus mechanisms, effects, and interventions. The text features a collection of international authors, active researchers, and clinicians who provide an expansive scope of material that ensures relevance for patients and professionals. Reviews and reports of contemporary research findings underscore the text's value for classroom use in audiology and otolaryngology programs. Patients and students of audiology will benefit from the text's coverage of tinnitus mechanisms, emerging practice considerations, and expectations for outcomes--for example, recent successes of cognitive behavioral therapy, neuromodulation, and hearing aid use. These and other topics, such as the effects of noise and drugs on tinnitus, are reported in a way that enhances clinicians' ability to weave such strategies into their own work. The influence of tinnitus on all aspects of life is explored, from art to medicine and communication to isolation, thereby providing clinicians and patients a deeper understanding of and greater facility managing a tinnitus experience. Finally, this text includes case studies that provide a practical view of tinnitus effects and management approaches. The editors hope that the consideration of mechanisms, interventions, and outcomes resonates with patients, clinicians, and students of audiology. Chapters such as Tinnitus in Literature, Film, and Music make clear the ubiquity of the tinnitus experience and reinforce for patients that while tinnitus may be isolating, it is a shared experience. Other chapters, such as Musical Hallucination, andAcoustic Shock, address problems experienced by patients who experience not only tinnitus, but unusual auditory system behaviors that may be confused with tinnitus, or that can exacerbate a patients emotional response to tinnitus. Chapters covering conditions that complicate tinnitus management provide clinical findings that support intervention strategies. Subtypes of tinnitus that require medical attention are reviewed in order to clarify sources of the sounds, as well as the appropriate referrals that should follow the identification of such sensations.

Vulnerable Workers

Author : Maria Giovannone
Publisher : CRC Press
ISBN 13 : 131700082X
Total Pages : 294 pages
Book Rating : 4.3/5 (17 download)

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Book Synopsis Vulnerable Workers by : Maria Giovannone

Download or read book Vulnerable Workers written by Maria Giovannone and published by CRC Press. This book was released on 2016-02-11 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt: The leading academic authorities contributing to this book have been involved in major studies carried out for international organisations, individual governments, and national trades' union organisations; in Vulnerable Workers they consider the growth of job insecurity, the prevalence of flexible or temporary work, and the emergence of precarious forms of self-employment. They look at the new market economies of post-communist Eastern Europe and China, where economic development may occur at the expense of workers' lives and health; 'misclassification' by employers of workers as 'contractors', denying them access to rights; and the plight of migrant, transient and 'invisible' workers. The impact of supply chain business strategies on the most vulnerable workers; and on the complex relationships between levels of job security and the presence of different kinds of risks are similarly assessed. The contributors also propose responses to the challenges they highlight. The role of employee representatives is examined, together with the potential to enhance worker capability through organisational change. New legislative approaches, and changes to traditional compensation and social security systems are considered. Academics and researchers, policy makers, regulators, trades unionists and occupational health professionals - and wise employers - will all find a use for this book.

OSH in Figures

Author : Marthe Verjans
Publisher :
ISBN 13 :
Total Pages : 196 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis OSH in Figures by : Marthe Verjans

Download or read book OSH in Figures written by Marthe Verjans and published by . This book was released on 2007 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: Includes statistics.

Management Research

Author : Mark Easterby-Smith
Publisher : SAGE
ISBN 13 : 1446248534
Total Pages : 369 pages
Book Rating : 4.4/5 (462 download)

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Book Synopsis Management Research by : Mark Easterby-Smith

Download or read book Management Research written by Mark Easterby-Smith and published by SAGE. This book was released on 2008-03-17 with total page 369 pages. Available in PDF, EPUB and Kindle. Book excerpt: A phenomenal success from its first publication, this new edition of the classic Management Research continues to be the definitive word in management research methods. Integrating qualitative and quantitative methods, underpinned by an understanding of philosophy and, crucially, politics, this book succeeds in tackling complex issues in a clear and accessible way. Mark Easterby-Smith, Richard Thorpe, and Paul Jackson, three highly-experienced management researchers, give practical guidance to help students to conduct management research as well as truly understand the logic behind it.

Ergonomics and Health Aspects of Work with Computers

Author : Marvin J. Dainoff
Publisher : Springer
ISBN 13 : 3540733337
Total Pages : 403 pages
Book Rating : 4.5/5 (47 download)

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Book Synopsis Ergonomics and Health Aspects of Work with Computers by : Marvin J. Dainoff

Download or read book Ergonomics and Health Aspects of Work with Computers written by Marvin J. Dainoff and published by Springer. This book was released on 2007-08-24 with total page 403 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the refereed proceedings of the International Conference on Ergonomics and Health Aspects of Work with Computers, EHAWC 2007, held in Beijing, China in July 2007 in the framework of the 12th International Conference on Human-Computer Interaction, HCII 2007 with 8 other thematically similar conferences. It covers health and well being in the working environment as well as ergonomics and design.

The International Journal of Indian Psychology, Volume 1, Issue 4, No. 2

Author : IJIP.In
Publisher : Lulu International Press & RED'SHINE Publication. Inc
ISBN 13 : 1365016498
Total Pages : 164 pages
Book Rating : 4.3/5 (65 download)

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Book Synopsis The International Journal of Indian Psychology, Volume 1, Issue 4, No. 2 by : IJIP.In

Download or read book The International Journal of Indian Psychology, Volume 1, Issue 4, No. 2 written by IJIP.In and published by Lulu International Press & RED'SHINE Publication. Inc. This book was released on 2014-09-25 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: The International Journal of Indian Psychology (ISSN 2348-5396) is an academic journal that examines the intersection of psychology, home sciences, and education. IJIP is published quarterly and is available in electronic versions. Our expedited review process allows for a thorough analysis by expert peer-reviewers within a time line that is much more favorable than many other academic publications..."