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All call centres are not " electronic sweatshops" !: On leadership and psychosocial work conditions in Swedish in-house call centres
Mittuniversitetet, Fakulteten för humanvetenskap, Institutionen för samhällsvetenskap.
Mittuniversitetet, Fakulteten för humanvetenskap, Institutionen för samhällsvetenskap.
2007 (Engelska)Ingår i: The Journal of E-working, ISSN 1872-3284, Vol. 1, nr 2, s. 116-136Artikel i tidskrift (Refereegranskat) Published
Abstract [en]

Call centres have received increased attention during the past decades. The growth of this sector in the economy has led to research on its work conditions. Call centres are often described as �sweatshops� with inferior psychosocial work conditions in this research. There are different kinds of call centres, however. This study focuses on the psychosocial work conditions in Swedish in-house call centres compared with the same conditions in Nordic (Swedish, Norwegian, Danish and Finnish) organisations in general. The QPS Nordic questionnaire is used for the comparison. It is found that Swedish in-house call centre employees perceive work to be more controlled than employees in Nordic organisations in general do. At the same time the work load in in-house call centres is not perceived to be very high. The call centre leadership style appears to be different from leadership in general in Nordic organisations. Superiors are perceived to be quite supportive, people-oriented and empowering. Co-workers are also perceived to be supportive. In addition, work is not perceived to be as central in life by call centre employees as it is perceived by employees in Nordic organisations in general.

Ort, förlag, år, upplaga, sidor
2007. Vol. 1, nr 2, s. 116-136
Nyckelord [en]
Keywords: In-house call centres, psychosocial work conditions, QPS Nordic, leadership.
Nationell ämneskategori
Företagsekonomi
Identifikatorer
URN: urn:nbn:se:miun:diva-4825Lokalt ID: 5292OAI: oai:DiVA.org:miun-4825DiVA, id: diva2:29857
Tillgänglig från: 2008-09-30 Skapad: 2008-09-30 Senast uppdaterad: 2011-01-10Bibliografiskt granskad

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Strandberg, ChristerWahlberg, Olof

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