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
Sean O'Brady, Virginia Doellgast, David Blatter
{"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,&nbsp;Virginia Doellgast,&nbsp;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,&nbsp;Virginia Doellgast,&nbsp;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}
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。

The high costs of outsourcing: Vendor errors, customer mistreatment, and well-being in call centers

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.

求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
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.
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信