Humanizing the Workplace: Work Intensity and the Role of Coworkers and Supervisors

Prof. Stephen Deery
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It has been observed that customer service workers often develop mutually supportive coping strategies to protect themselves from the emotional strain of overwork. These strategies can receive tacit support from supervisors who may accept them as a means of getting the work done. The study explores the impact of a number of different forms of support on emotional exhaustion amongst a group of 480 call centre workers focusing in particular on the role of supportive behaviours relating to absence-taking. The research shows that a supportive co-worker absence culture and team leader absence permissiveness can lessen the effects of job demands on emotional exhaustion and improve worker well being. The implications of these findings are discussed.

Keywords: Call Centres, Overwork, Co-worker Support, Absence Culture
Stream: Economics and Management
Presentation Type: Paper Presentation in English
Paper: A paper has not yet been submitted.

Prof. Stephen Deery

Professor of Human Resource Management, Department of Management, King's College London
London, London, UK

Professor Deery is a Professor of Human Resource Management in the Department of Management, King's College London, University of London. His main research interests lie in telephone call centres, trade unions and organisational change. He is part of a group studying international call centres.

Ref: I07P0840