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All call centres are not " electronic sweatshops" !: On leadership and psychosocial work conditions in Swedish 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: The Journal of E-working, ISSN 1872-3284, Vol. 1, no 2, 116-136 p.Article in journal (Refereed) 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.

Place, publisher, year, edition, pages
2007. Vol. 1, no 2, 116-136 p.
Keyword [en]
Keywords: In-house call centres, psychosocial work conditions, QPS Nordic, leadership.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:miun:diva-4825Local ID: 5292OAI: oai:DiVA.org:miun-4825DiVA: diva2:29857
Available from: 2008-09-30 Created: 2008-09-30 Last updated: 2011-01-10Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
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