{"title":"外包的高昂成本:供应商错误、客户虐待和呼叫中心的福利","authors":"Sean O'Brady, Virginia Doellgast, David Blatter","doi":"10.1111/irel.12338","DOIUrl":null,"url":null,"abstract":"<p>We analyze the impact of outsourcing on the well-being of internal call center employees in the U.S. telecommunications industry. Our findings draw on mixed-methods data. The qualitative findings suggest that internal employees experienced escalating job demands connected to errors by third-party call center vendors and their employees due to additional work and intensified customer frustrations. SEM results show sequential mediation between the time internal employees spent correcting vendor errors, customer mistreatment of employees, emotional exhaustion, job satisfaction, and absenteeism. Employee autonomy over customer-related decisions appeared to help workers manage these job demands and their effects on well-being.</p>","PeriodicalId":47700,"journal":{"name":"Industrial Relations","volume":"63 1","pages":"80-103"},"PeriodicalIF":2.4000,"publicationDate":"2023-06-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/irel.12338","citationCount":"0","resultStr":"{\"title\":\"The high costs of outsourcing: Vendor errors, customer mistreatment, and well-being in call centers\",\"authors\":\"Sean O'Brady, Virginia Doellgast, David Blatter\",\"doi\":\"10.1111/irel.12338\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<p>We analyze the impact of outsourcing on the well-being of internal call center employees in the U.S. telecommunications industry. Our findings draw on mixed-methods data. The qualitative findings suggest that internal employees experienced escalating job demands connected to errors by third-party call center vendors and their employees due to additional work and intensified customer frustrations. SEM results show sequential mediation between the time internal employees spent correcting vendor errors, customer mistreatment of employees, emotional exhaustion, job satisfaction, and absenteeism. Employee autonomy over customer-related decisions appeared to help workers manage these job demands and their effects on well-being.</p>\",\"PeriodicalId\":47700,\"journal\":{\"name\":\"Industrial Relations\",\"volume\":\"63 1\",\"pages\":\"80-103\"},\"PeriodicalIF\":2.4000,\"publicationDate\":\"2023-06-12\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://onlinelibrary.wiley.com/doi/epdf/10.1111/irel.12338\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Industrial Relations\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://onlinelibrary.wiley.com/doi/10.1111/irel.12338\",\"RegionNum\":3,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q2\",\"JCRName\":\"INDUSTRIAL RELATIONS & LABOR\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Industrial Relations","FirstCategoryId":"91","ListUrlMain":"https://onlinelibrary.wiley.com/doi/10.1111/irel.12338","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"INDUSTRIAL RELATIONS & LABOR","Score":null,"Total":0}
The high costs of outsourcing: Vendor errors, customer mistreatment, and well-being in call centers
We analyze the impact of outsourcing on the well-being of internal call center employees in the U.S. telecommunications industry. Our findings draw on mixed-methods data. The qualitative findings suggest that internal employees experienced escalating job demands connected to errors by third-party call center vendors and their employees due to additional work and intensified customer frustrations. SEM results show sequential mediation between the time internal employees spent correcting vendor errors, customer mistreatment of employees, emotional exhaustion, job satisfaction, and absenteeism. Employee autonomy over customer-related decisions appeared to help workers manage these job demands and their effects on well-being.
期刊介绍:
Corporate restructuring and downsizing, the changing employment relationship in union and nonunion settings, high performance work systems, the demographics of the workplace, and the impact of globalization on national labor markets - these are just some of the major issues covered in Industrial Relations. The journal offers an invaluable international perspective on economic, sociological, psychological, political, historical, and legal developments in labor and employment. It is the only journal in its field with this multidisciplinary focus on the implications of change for business, government and workers.