000			01684naa a2200205uu 4500
001			9162
003			OSt
005			20190211154635.0
008			021210s2005 xx ||||gr |0|| 0 eng d
100	1		_aDEERY, Stephen _92796
245	1	0	_aWork relationships in telephone call centres : _bunderstanding emotional exhaustion and employee withdrawal
260			_c2002
520	3		_aThis 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		_aIVERSON, Roderick _918408
700	1		_aWALSH, Janet _918409
773	0	8	_tJournal of Management Studies _g39, 4, p. 471-496 _d, 2002 _w
942			_cS
998			_a20021210 _bLucima _cLucimara
998			_a20060523 _b1516^b _cQuiteria
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c9303 _d9303
041			_aeng