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

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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

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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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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 › Medicine › Public Health, Environmental and Occupational Health › 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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Call centers as Lean service environments: job-related strain and the mediating role of work design

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