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Are all centres 'electronic sweatshops'? On leadership and psychological work conditions in in-house call centres.
Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.
2007 (English)In: Proceedings of the 12th International Workshop on Telework, 2007Conference paper, (Other scientific)
Abstract [en]

Call centres have received increased attention during the past decades. Both because the call centre sector is a fast growing sector in the economy and because of the work conditions offered: call centres are described as �sweatshops�, with inferior psychosocial work conditions. There are different kinds of call centres. In this study the psychosocial work conditions in in-house call centres are compared with the same conditions in Nordic organisations in general. The QPS Nordic questionnaire is used for the comparison. It is found that the in-house call centre employees perceive work to be more controlled than employees in Nordic organisations in general do, but the work load is 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. The fellow workers are also perceived to be supportive. In addition to this, work is not perceived to be as central in life by call centre employees as by employees in Nordic organisations in general.

Place, publisher, year, edition, pages
2007.
Keyword [en]
: In-house call centres, psychosocial work conditions, QPS Nordic, leadership
National Category
Business Administration
Identifiers
URN: urn:nbn:se:miun:diva-4302Local ID: 5105OAI: oai:DiVA.org:miun-4302DiVA: diva2:29334
Available from: 2008-09-30 Created: 2008-09-30Bibliographically approved

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CiteExportLink to record
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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf