The DOI matches its Crossref record; 60 of the 61 references it cites were found in a registry or an index.
Call centers as Lean service environments: job-related strain and the mediating role of work design
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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In the citing paper
“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]
In the citing paper
“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]
In the citing paper
“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]
In the citing paper
“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]
In the citing paper
“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]
Citations
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Cited by
Sorted by citations
Tarafdar, M., Cooper, C. L., & Stich, J. (2019) · Information Systems Journal · doi:10.1111/isj.12169 · Cited by 1,085
Lean Thinking in Emergency Departments: A Critical Review
Holden, R. J. (2011) · Annals of Emergency Medicine · doi:10.1016/j.annemergmed.2010.08.001 · Cited by 516
Wang, B., Liu, Y., & Parker, S. K. (2020) · Academy of Management Annals · doi:10.5465/annals.2018.0127 · Cited by 377
A Systematic Literature Review on Recent Lean Research: State‐of‐the‐art and Future Directions
Danese, P., Manfè, V., & Romano, P. (2017) · International Journal of Management Reviews · doi:10.1111/ijmr.12156 · Cited by 356
Lean transformation in the pure service environment: the case of the call service centre
Piercy, N. C., & Rich, N. (2009) · International Journal of Operations & Production Management · doi:10.1108/01443570910925361 · Cited by 322
Metadata
- Authors
- Sprigg, C. A., & Jackson, P. R.
- Affiliations
- University of Sheffield (GB)
- ORCID
- Jackson, Paul R.
- Venue
- Journal of Occupational Health Psychology
- Published
- 2006
- Volume
- 11
- Issue
- 2
- Pages
- 197-212
- ISSN
- 1076-8998 (ISSN-L)
- 1939-1307
- 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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