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

Bohle, Philip; Willaby, Harold W.; Quinlan, Michael; McNamara, Maria

doi:10.1016/j.apergo.2010.06.007

Cited by 85 publications

(72 citation statements)

References 27 publications

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“…The characterization of the present study's population as far as gender and age are concerned is similar to the one found in the literature. It was observed that there is a greater number of women and a mean age of 27.1 years, without significant difference of age between male and female participants (2,7,10,11,19,20) . Female call center agents reported a higher degree of talkativeness at work when compared to men (Table 1).…”

Section: Discussionmentioning

confidence: 98%

Grau de quantidade de fala e intensidade vocal de teleoperadores em ambiente laboral e extralaboral

Padilha

Moreti

Raize

et al. 2012

Rev. soc. bras. fonoaudiol.

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Purpose: To investigate self-perceived talkativeness and vocal loudness in call center operators during labor and extra-labor situations and compare it with vocal self-assessment and perceptual analysis. Methods: Participants were 299 male and female call center operators working in an inbound and outbound mode. Their average age was 27.1 years. The procedures were as follows: Talkativeness and Vocal Loudness Test in two situations of communication -work and extra-work; vocal self-assessment and perceptual analysis. Results: There are more women than men working in telemarketing. Regarding gender, women talk more in the work situation when compared to men. By comparing talkativeness and vocal loudness in work and extra-work situations, increased talkativeness and vocal loudness were observed in the work environment. Conclusions: The call center operator is a voice professional that reports speaking more and more loudly in work situations. Women talk more than men in any of the situations evaluated. There was no significant correlation between talkativeness, vocal loudness and self-assessment of voice.

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Section: Discussionmentioning

confidence: 98%

Grau de quantidade de fala e intensidade vocal de teleoperadores em ambiente laboral e extralaboral

Padilha

Moreti

Raize

et al. 2012

Rev. soc. bras. fonoaudiol.

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“…Of the 16 cross-sectional studies on global WTC and work-non-work balance, 11 reported that global WTC is positively associated with work-nonwork balance (15, 25/26, 27/28/29, 41, 42, 44, 47, 51, 54, 58, 61), whereas one study reported mixed findings among different samples (53), and four studies reported no relation (43,45,56,60 …”

Section: Global Worktime Controlmentioning

confidence: 99%

“…Of 11 cross-sectional studies on global WTC and health and well-being, 4 (25,29,51,57) reported positive associations (25: stress and burnout, affective well-being, and general health; 29: affective well-being; 51: stress; 57: musculoskeletal symptoms). Six (27,43,49,52,60,61) reported no association with indicators of health and well-being (27, 49, 52: general health; 43: fatigue and general health measures; 60: sickness absence; 61: affective well-being, fatigue and general health). One study (53) reported an unfavorable association among employees from Singapore, but no association among US employees (ie, with affective well-being).…”

Section: Global Worktime Controlmentioning

confidence: 99%

Systematic review on the association between employee worktime control and work–non-work balance, health and well-being, and job-related outcomes

Nijp¹,

Beckers²,

Geurts³

et al. 2012

Scand J Work Environ Health

231

173

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Nijp HH, Beckers DGJ, Geurts SAE, Tucker P, Kompier MAJ. Systematic review on the association between employee worktime control and work-non-work balance, health and well-being, and job-related outcomes. Scand J Work Environ Health. 2012;38(4):299-313. doi:10.5271/sjweh.3307 Objectives The aim of this review was to assess systematically the empirical evidence for associations between employee worktime control (WTC) and work-non-work balance, health/well-being, and job-related outcomes (eg, job satisfaction, job performance).Method A systematic search of empirical studies published between 1995-2011 resulted in 63 relevant papers from 53 studies. Five different categories of WTC measurements were distinguished (global WTC, multidimensional WTC, flextime, leave control, and "other subdimensions of WTC"). For each WTC category, we examined the strength of evidence for an association with (i) work-non-work balance, (ii) health/well-being, and (iii) job-related outcomes. We distinguished between cross-sectional, longitudinal, and intervention studies. Evidence strength was assessed based on the number of studies and their convergence in terms of study findings.Results (Moderately) strong cross-sectional evidence was found for positive associations between global WTC and both work-non-work balance and job-related outcomes, whereas no consistent evidence was found regarding health/well-being. Intervention studies on global WTC found moderately strong evidence for a positive causal association with work-non-work balance and no or insufficient evidence for health/well-being and job-related outcomes. Limited to moderately strong cross-sectional evidence was found for positive associations between multidimensional WTC and our outcome categories. Moderately strong cross-sectional evidence was found for positive associations between flextime and all outcome categories. The lack of intervention or longitudinal studies restricts clear causal inferences. ConclusionsThis review has shown that there are theoretical and empirical reasons to view WTC as a promising tool for the maintenance of employees' work-non-work balance, health and well-being, and job-related outcomes. At the same time, however, the current state of evidence allows only very limited causal inferences to be made regarding the impact of enhanced WTC.Key terms job motivation; job performance; stress; work-family conflict; work scheduling; worktime flexibility.1 Behavioural Science Institute, Radboud University Nijmegen, The Netherlands. 2 Stress Research Institute, Stockholm University, Sweden. 3 Psychology Department, Swansea University, United Kingdom.Correspondence to: Hylco Nijp, Behavioural Science Institute, Radboud University Nijmegen, PO Box 9104, 6500 HE, Nijmegen, the Netherlands. [E-mail: h.nijp@psych.ru.nl] During the past decades, organizations increasingly emphasized work-related flexibility in their organizational practices (1). One type of flexibility that has become more common is "temporal flexibility", ie, flexibility regarding working ti...

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“…The PDR model does not identify specific outcomes associated with particular risk factors; it proposes that existing risks will be exacerbated and new risks will emerge because of the factors identified in Table 1 above. This model has been applied in a number of empirical studies (McNamara, 2009;Bohle et al, 2011), with refinements arising from its application to new empirical datasets. In the following section, the research methods for this application of the risk factors of the PDR model will be described.…”

Section: The Pdr Model: How Precarious Employment Affects Ohsmentioning

confidence: 99%

How Precarious Employment Affects Health and Safety at Work: The Case of Temporary Agency Workers

Underhill

Quinlan

2011

Self Cite

141

151

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Precarious employment has been associated with adverse occupational health and safety (OHS) outcomes across a range of studies. Temporary agency workers are particularly vulnerable, with studies showing they experience a higher incidence of workplace injury, and a greater likelihood of more severe injuries than all other employment types. Explanations for agency workers’ higher risk of injury have, to date, been impeded by data limitations associated with researching temporary employment. This article seeks to begin filling this gap through analyzing the experience of agency workers based upon two data sources. The first is a unique qualitative and quantitative data set developed from investigated temporary agency and directly hired workers’ compensation files; the second is focus groups of agency workers conducted in the State of Victoria, Australia. Quinlan and Bohle’s (2004) Pressures, Disorganization and Regulatory Failure (PDR) model, developed to explain the greater OHS vulnerability of precarious workers, provides the framework for analyzing the data. After explaining the key concepts in the PDR Model, the article analyses the data to test for evidence of economic pressures, disorganization at the workplace, and regulatory failure impacting upon temporary agency workers’ health and safety. The analysis supports the relevance of the PDR model, and provides an understanding of additional and unique risk factors which contribute to agency workers’ higher risk of injury. Temporary agency workers experience economic pressures in common with other types of precarious workers. However, these appear more acute amongst agency workers. They also confront disorganization risks, extending to mismatched placements; lack of familiarity with host workplaces; and more complex fractured communication. These contribute to workplace risks and create barriers to improving their experience. Many of these outcomes are a result of, or contribute to regulatory failure. The analysis finds strong support for the explanatory value of the PDR model as a tool for understanding how precariousness contributes to temporary agency workers’ adverse health and safety outcomes. It also suggests the complexities of the triangular employment relationship create additional economic insecurities and disorganization problems beyond those experienced by other types of workers, which the regulatory environment has yet to address.

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

Cited by 85 publications

References 27 publications

Grau de quantidade de fala e intensidade vocal de teleoperadores em ambiente laboral e extralaboral

Grau de quantidade de fala e intensidade vocal de teleoperadores em ambiente laboral e extralaboral

Systematic review on the association between employee worktime control and work–non-work balance, health and well-being, and job-related outcomes

How Precarious Employment Affects Health and Safety at Work: The Case of Temporary Agency Workers

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