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Cited by 151Workplace Health and Well-beingEmotional Labor in ProfessionsJob Satisfaction and Organizational Behavior

Call centers as Lean service environments: job-related strain and the mediating role of work design

Sprigg, Christine A., Jackson, Paul R.·2006·Journal of Occupational Health Psychology
DOI 10.1037/1076-8998.11.2.197
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Abstract

Call centers can be considered as lean service systems, with leanness being described in terms of both dialog scripting and performance monitoring. Using data from a sample of 823 call handlers from 36 call centers, these lean characteristics are examined in relation to the prediction of call handler job-related strain. Moreover, the extent to which this relationship can be accounted for by work design characteristics are examined. Findings confirm that employees who experience greater dialog scripting and more intensive performance monitoring show higher levels of strain. These relationships are fully mediated by work design. These findings demonstrate the importance of considering the impact of lean working practices on employee health.

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Crossref · 10.1037/1076-8998.11.2.197

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  • The effects of Lean are contingent on how and where Lean is implemented.

    “This has led researchers to propose that the effects of Lean are contingent on how and where Lean is implemented [33, 37, 41].”

    From Lean Thinking in Emergency Departments: A Critical Review (2011) · cites this paper as [37]

  • Lean can threaten autonomy.

    “Lean implementers and researchers should be aware that Lean can increase workload, threaten autonomy, and bring about anxiety.”

    From Lean Thinking in Emergency Departments: A Critical Review (2011) · cites this paper as [37]

  • Lean can bring about anxiety.

    “Lean implementers and researchers should be aware that Lean can increase workload, threaten autonomy, and bring about anxiety.”

    From Lean Thinking in Emergency Departments: A Critical Review (2011) · cites this paper as [37]

  • Undesirable employee effects of Lean are well documented in the broader Lean literature.

    “These undesirable employee effects are well documented in the broader Lean literature [32–39, 94–97] but may not show up in reports on Lean in health care either because of how Lean is implemented in health care or because studies in health care simply do not measure employee effects.”

    From Lean Thinking in Emergency Departments: A Critical Review (2011) · cites this paper as [37]

  • Lean can increase workload.

    “Lean implementers and researchers should be aware that Lean can increase workload, threaten autonomy, and bring about anxiety.”

    From Lean Thinking in Emergency Departments: A Critical Review (2011) · cites this paper as [37]

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Authors
Sprigg, C. A., & Jackson, P. R.
Affiliations
University of Sheffield (GB)
ORCID
Jackson, Paul R.
Venue
Journal of Occupational Health Psychology
Publisher
American Psychological Association (APA)
Published
2006
Volume
11
Issue
2
Pages
197-212
ISSN
  • 1076-8998 (ISSN-L)
  • 1939-1307
DOI
10.1037/1076-8998.11.2.197
OpenAlex
W1991082170
Cited by
151
References
61
Citations by year
2026: 1 · 2025: 3 · 2024: 5 · 2023: 8 · 2022: 13 · 2021: 14 · 2020: 11 · 2019: 10 · 2018: 7 · 2017: 11 · 2016: 6 · 2015: 10 · 2014: 12 · 2013: 8 · 2012: 10
FWCI
5.79
Type
journal article
Language
en
Open access
closed
Locations
  • Journal of Occupational Health Psychology (publishedVersion)
  • PubMed (publishedVersion)
  • Research Explorer (The University of Manchester) (submittedVersion)
Funders
Health and Safety Executive (HSE)
Topics
  • Health Sciences › Health Professions › General Health Professions › Workplace Health and Well-being
  • Social Sciences › Sociology and Political Science › Emotional Labor in Professions
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
Keywords
call centers, job design, performance monitoring, mediating effect, employee health
MeSH terms
Adult, Female, United Kingdom, Hospital Communication Systems, Humans, Male, Middle Aged, Surveys and Questionnaires, Stress, Psychological, Telecommunications, Work Schedule Tolerance, Efficiency, Organizational

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