外包的高昂成本:供应商错误、客户虐待和呼叫中心的福利

IF 2.4 3区 管理学 Q2 INDUSTRIAL RELATIONS & LABOR Industrial Relations Pub Date : 2023-06-12 DOI:10.1111/irel.12338
Sean O'Brady, Virginia Doellgast, David Blatter
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引用次数: 0

摘要

我们分析了外包对美国电信业内部呼叫中心员工福利的影响。我们的研究结果采用了混合方法数据。定性研究结果表明,由于第三方呼叫中心供应商及其员工的额外工作和客户挫败感的加剧,内部员工经历了与错误相关的不断升级的工作要求。SEM 结果显示,内部员工纠正供应商错误所花费的时间、客户对员工的虐待、情绪衰竭、工作满意度和缺勤率之间存在顺序中介。员工对客户相关决策的自主权似乎有助于员工管理这些工作要求及其对幸福感的影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。

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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.

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来源期刊
Industrial Relations
Industrial Relations INDUSTRIAL RELATIONS & LABOR-
CiteScore
4.40
自引率
8.70%
发文量
25
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.
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