| 000 -LEADER |
|---|
| fixed length control field |
01684naa a2200205uu 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
9162 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20190211154635.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
021210s2005 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) |
|---|
| Koha Dewey Subclass [OBSOLETE] |
PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
DEERY, Stephen |
| 9 (RLIN) |
2796 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Work relationships in telephone call centres : |
| Remainder of title |
understanding emotional exhaustion and employee withdrawal |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Date of publication, distribution, etc. |
2002 |
| 520 3# - SUMMARY, ETC. |
|---|
| Summary, etc. |
This paper examines the nature of employment and the conditions of work in five telephone call centres in the telecommunications industry in Australia. Call centre work typically requires high levels of sustained interpersonal interaction with customers which can lead to burnout and employee with drawal. Customer service staff can also become targets of customer hostility and abuse. In addition, this form of work tends to involve extensive employee monitoring and surveillance with little job discretion or variety of tasks. The paper draws upon survey data from 480 telephone service operators to identify the factors that are associated with emotional exhaustion and the frequency of absence amongst the employees. A modelling of the data using LISREL VIII revealed that a number of job and work-setting variables affected the level of emotional exhaustion of employees. These included interactions with the customer, a high workload and a lack of variety of work tasks. Moreover, hight rates of absence were associated with emotional exhaustion |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
IVERSON, Roderick |
| 9 (RLIN) |
18408 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
WALSH, Janet |
| 9 (RLIN) |
18409 |
| 773 08 - HOST ITEM ENTRY |
|---|
| Title |
Journal of Management Studies |
| Related parts |
39, 4, p. 471-496 |
| Place, publisher, and date of publication |
, 2002 |
| Record control number |
|
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20021210 |
| Operator's initials, OID (RLIN) |
Lucima |
| Cataloger's initials, CIN (RLIN) |
Lucimara |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20060523 |
| Operator's initials, OID (RLIN) |
1516^b |
| Cataloger's initials, CIN (RLIN) |
Quiteria |
