Redesigning computer call center work: a longitudinal field experiment

Computer technology call centers provide technical assistance to customers via the telephone to solve computer hardware and software problems. The simultaneous demands for technical and customer service skills often place strain on call center employees, frequently producing poor job attitudes. We utilized a field experiment (N = 149) with a randomly assigned pretest–posttest and control group design to compare three interventions' effectiveness on employee job attitudes in a computer technology call center: Intervention 1 focused on aligning organizational structures; Intervention 2 focused on increasing employee involvement in work processes (high‐involvement); and Intervention 3 implemented autonomous work teams. We found that high‐involvement work processes produced the most potent effects on job satisfaction and organizational commitment attitudes, as well as on performance (i.e., improved customer satisfaction scores, increased closed problems, reduced problems escalated, and fewer repeat calls). Further, we found that group work preference moderated the results between the group‐oriented interventions and employees' job satisfaction. Under high involvement and in autonomous work teams, high preferences for group work resulted in greater job satisfaction than when employees had lower preferences for group work. However, preferences for group work were not associated with increased organizational commitment in either intervention. Copyright © 2004 John Wiley & Sons, Ltd.     

Safety climate dimensions,leader–member exchange,and organizational support as predictors of upward safety communication in a sample of rail industry workers

The freedom employees feel to communicate safety concerns with their supervisors, termed upward safety communication, has been shown to be related to adverse safety events (Hofmann and Morgeson, 1999). Research to date has demonstrated that good supervisor–employee relationships (leader–member exchange), a sense that the organization values an employee (perceived organizational support) and safety climate (including perceived management attitudes toward safety, job demands interfering with safety, and pressure from coworkers to behave safely) all contribute to employees’ comfort in bringing up safety issues with their supervisors. However, little is known about which specific dimensions of safety climate are most predictive of upward safety communication. Using a sample of 548 railway workers, we found that when all factors were considered simultaneously using dominance analysis, the dominant factor predicting upward safety communication was perceived management attitudes toward safety, followed by job demands interfering with safety and then leader–member exchange. Implications for research and practice are discussed.     

The impact of career customization on work outcomes: Boundary conditions of manager support and employee age

The current paper investigated the longitudinal effects of mass career customization (MCC) on job attitudes and objective career outcomes of employees in a professional service firm in the Netherlands. On the basis of theory on individualization of career trajectories, it was expected that the possibility for employees to customize their careers would be positively related to their job attitudes and subsequent objective career success, as indicated by their levels of affective commitment, work engagement, and received salary and bonuses. However, these effects were expected to occur primarily under the combination of high manager support for implementation of career customization and, on the basis of lifespan theory, older workers, as customization fulfills their increased heterogeneous career preferences. A three‐wave longitudinal study largely showed support for the study hypotheses; the relation between MCC use and work engagement and subsequent career success was stronger for older workers who received support for MCC, whereas the relation between MCC use and commitment was negative for older workers who received low support. The study shows the benefits of career customization in organizations by showing the conditions under which these benefits will manifest. Copyright © 2015 John Wiley & Sons, Ltd.     

Attitudes toward computers: Construct validation and relations to computer use

Attitudes toward computers are generally thought to be composed of two factors: (1) beliefs that the computer is a beneficial tool, and (2) beliefs that computers are autonomous entities. We employed confirmatory factor analysis and structural equation modeling to examine (1) the convergent and discriminant validity of scales assessing two attitudes toward computers, (2) the relative predictive validity of the two attitude dimensions with computer use, and (3) a theoretical model of attitudes toward computers and computer use. Results supported the hypothesis that attitudes toward computers are composed of two distinct constructs and the hypothesis concerning the ordering of the two computer attitudes and computer use. We found partial support for the hypothesis that the two attitude factors differ in their prediction of computer use. Overall, the results supported the idea that two distinct beliefs about computers are present and that these two beliefs are significantly related to computer use.     

Pulling up roots in the 1990s: Who's willing to relocate?

The purpose of this study was to develop a profile of employees in Fortune 500 companies who are willing to relocate. The profile was developed on a demographically diverse random sample of 827 employees from 20 Fortune 500 corporations, all of whom had moved at least once for their current employer. Employees who were most willing to relocate were younger, their incomes were lower, their career ambitions higher, and their spouses more willing than those who were less willing to relocate. These employees could be found in sales/marketing and production functions. Their attitudes toward moving were also favorable. The single most important predictor of willingness to relocate was spouse willingness to relocate. This result suggests strongly that in the 1990s, corporations are going to have to address the concerns of spouses, if married employees are going to remain mobile. The study also cautions corporations about the shortsightedness of thinking of spouse and dual career issues as ’women's issues‘ and assuming that females and minorities are unwilling to relocate.     

A process model of employee engagement: The learning climate and its relationship with extra‐role performance behaviors

Employee engagement has recently been introduced as a concept advantageous to organizations. However, little is known about the value of employee engagement in explaining work performance behaviors compared with similar concepts. The learning climate, defined as the organization's beneficial activities in helping employees create, acquire, and transfer knowledge, has also been proposed as an antecedent of employee engagement. Using data from a sample of 625 employees and their supervisors in various occupations and organizations throughout Israel, we investigated employee engagement as a key mechanism for explaining the relationship between perceptions of the organization's learning climate and employees' proactivity, knowledge sharing, creativity, and adaptivity. We also tested whether employee engagement explained the relationship more thoroughly than similar concepts such as job satisfaction and job involvement. Multilevel regression analyses supported our hypotheses that employee engagement mediates the relationship between the perceived learning climate and these extra‐role behaviors. Moreover, engagement provides a more thorough explanation than job satisfaction or job involvement for these relationships. The implications for organizational theory, research, and practice are discussed. Copyright © 2015 John Wiley & Sons, Ltd.     

An interpersonal perspective of perceived stress: Examining the prosocial coping response patterns of stressed managers

We adopt an interpersonal perspective and examine the adaptive effects of managers' perceived stress on their behavior towards subordinates. Drawing from the transactional model of stress (Lazarus & Folkman, 1984), we advance a model that highlights the propensity for stressed managers to engage in prosocial coping behaviors towards their employees, which in turn are related to lower levels of turnover and higher levels of job performance. We tested our predictions in a sample of 281 employees and their 53 managers working in a clothing retailer in Turkey. Consistent with predictions, we found positive effects of managers' perceived stress on their prosocial coping behaviors and employee outcomes. Managers' perceived stress was positively related to sharing credit with employees for managers who held positive implicit prototypes about employees. Results also indicated that managers' perceived stress was positively related to sharing knowledge with their subordinates regardless of implicit follower prototypes. Both sharing credit and sharing knowledge, in turn, were related to turnover intentions and actual turnover, and sharing credit was related to job performance. This study extends past work by adopting an interpersonal perspective of stress and demonstrating that managerial stress can have positive effects on employee outcomes via prosocial coping behaviors.     

How retirees work: predictors of different types of bridge employment

Employment after retirement, known as bridge employment, is expected to occur more frequently because the baby boom generation will increase the number of retirees. Little is known about which employees will obtain which type of bridge employment when they retire, even though it has important implications. The present study examined work‐related attitudes, job characteristics, and work‐related accomplishments of 171 retirees in order to predict whether they would fully retire or take one of two types of bridge jobs after retirement: Career‐consistent bridge jobs or bridge jobs in fields different from their original career. Continuity theory of retirement helped predict post‐retirement employment type. Retirees who had skills specifically related to their career job were more likely to work in a career‐related bridge job than either to fully retire or to take a bridge job that was not related to their careers; retirees who formerly held career jobs with intrinsically motivating job characteristics were more likely to take a career‐related bridge job than to retire fully, and retirees who had experienced work strain in their career job were more likely to take a bridge job not related to their former career than to take a career bridge job. Copyright © 2008 John Wiley & Sons, Ltd.     

Are “job hoppers” trapped in hedonic treadmills? Effects of career orientations on newcomers' attitude trajectories

Joining a new organization to change jobs is an influential event in an employee's career. Thus, inter-organizational job changes have sparked growing scholarly interest, especially in the temporal dynamics involved in detaching from organizations and adapting to new ones. While it is widely accepted that employees adapt differently to job changes, the influence of employees' career orientations on changes in job attitudes has not yet been considered. This is surprising given that a key difference between self-centered and organization-centered career orientations is a positive attitude toward job changes. Building on hedonic adaptation, we examined how career orientations influence changes in job satisfaction and turnover intention throughout a job change. We compared self-centered and organization-centered employees using random coefficient modeling on two longitudinal data sets with voluntary job changers. Our results illustrate that self-centered career orientations foster a stronger decline in job satisfaction with the new employer, as well as a larger increase in turnover intention, than organization-centered career orientations. In contrast, employees with organization-centered career orientations experienced an upward trend in job satisfaction toward the end of the first year. Our findings offer important implications for research on the determinants of job attitude trajectories when individuals join a new organization.     

Effects of application blanks and employment equity on applicant reactions and job pursuit intentions

In the present study, 136 undergraduate commerce students participated in a simulation of the job application process by completing one of two application blanks (discriminatory versus non-discriminatory), that did or did not include a statement about the organization's commitment to employment equity. The results indicated that subjects who completed the application blank without the discriminatory questions had significantly more positive reactions of organization attractiveness, job application success, motivation to pursue employment with the organization, job acceptance intention, fairness of the organization's treatment of its employees, and likelihood of recommending the organization to friends in comparison to subjects who completed the application blank with discriminatory questions. In addition, subjects who believed the organization had an employment equity program were more positive about their motivation to pursue employment with the organization, job acceptance intention, the fairness of the organization's treatment of its employees, and the likelihood of recommending the organization to friends. The research and practical implications of these findings for recruitment and selection are discussed.     

Shared aggression concerns and organizational outcomes: The moderating role of resource constraints

Most research on workplace aggression focuses on the antecedents and consequences of aggression for individual workers. The current study examines how shared workplace aggression concerns relate to internal and external organizational outcomes. Drawing on the work stress, social identity, and social contagion literatures, we propose relationships between unit‐level aggression concerns and unit‐level measures of performance and employee attitudes in a public school sample (2989 employees; 163 schools). We also propose that these relationships differ depending on the resource context of the school. Consistent with our expectations, schools in which teachers had strong shared concerns about aggression also had poorer shared job attitudes and poorer student outcomes, as indicated by average standardized test scores at the school. The impact of shared concerns about aggression on school‐level standardized test scores was stronger for resource‐rich schools than for schools with fewer resources. The current study contributes to organizational research as it establishes that workplace aggression concerns have adverse consequences for the whole organization, not only for the individuals experiencing the events. Our findings demonstrate that employees' shared concerns about aggression have an impact on organizational outcomes and suggest a prevention‐focused approach to workplace aggression. Copyright © 2012 John Wiley & Sons, Ltd.     

Employee satisfaction in work groups with different gender composition

This study investigates the relationship between the gender composition of an employee's work group and the employee's job satisfaction, using a random sample over 1600 U.S. workers. After controlling possible confounding variables, our analysis shows that the level of an employee's job satisfaction is related to the gender composition of the employee's work group, and that the relationship of these variables does not differ between male and female employees. Both men and women working in gender-balanced groups have higher levels of job satisfaction than those who work in homogeneous groups. Employees working in groups containing mostly men have the lowest levels of job satisfaction, with those working in groups containing mostly women falling in the middle. These results are consistent with predictions based on Blau's theory of social structure, that satisfaction would be highest for employees in more heterogeneous groups. © 1997 by John Wiley & Sons, Ltd.     

Computer attitudes and learning performance: Issues for management education and training

This study examines how attitudes held before attending a computer course differ on the basis of gender, intention to purchase a computer, and computer ownership. Results indicate that gender and ownership are responsible for attitudinal differences, while intent to purchase is not. Further analyses reveal that attitudes differ between learning performance groups. More than all other groups, students who withdrew from the course during the semester and students with the highest performance level in the course perceive computers as increasing job complexity. Ownership eliminated nearly all gender differences in computer attitudes. The implications of these results for managers and future research are discussed.     

Strengthening the employment relationship: The effects of work‐hours fit on key employee attitudes

Today's hourly workers are facing revised work schedules and shifting hours, which may have critical implications for employment relationships. This study considers the impact of work‐hours fit on key attitudes of hourly employees—perceived organizational support, job stress, work–family conflict, intent to turnover, and life satisfaction. We define work‐hours fit as the difference between an employee's desired number of hours and the actual hours worked, and we examine both the congruence of work‐hours fit and the degree of misfit. We also examine the moderating impact of the type of misfit, defined as working too many versus too few hours. Results indicate that, in our sample, hourly employees are typically not working the hours they prefer. As predicted, work‐hours fit impacts the attitudes we examined, and, when considering the type of misfit, congruence matters more for life satisfaction and intent to turnover. Results also indicate working too few hours impacts job stress and life satisfaction, whereas working too many effects work–family conflict. This paper demonstrates the importance of preferences, as a reflection of time/money resource trade‐offs, and offers ways for employers to improve work–family facilitation and strengthen their employment relationships. Copyright © 2014 John Wiley & Sons, Ltd.     

Paths to the job satisfaction of bank employees

Using a sample of 267 bank employees, this study traced the paths to the job satisfaction of employees at the workplace through the quality of life factors of job involvement and sense of competence. Results indicated that personal, job, and organizational climate factors influenced the ego investment or job involvement of people in their jobs, which in turn influenced the intrapsychic reward of sense of competence that they experienced, which then directly influenced employees' job satisfaction. Implications of these findings for managers are discussed.     

Intraorganizational mobility and work related attitudes

Survey responses of 690 employees of a state agency were used to investigate the idea that internal mobility experiences ‘spill over’ to affect a variety of job attitudes and perceptions. Having one's internal mobility expectations met, as opposed to unmet, was associated with more favorable work-related attitudes, a finding not moderated by demographic factors. Furthermore, employees denied a job change for ‘fair’ reasons generally exhibited more favorable work-related attitudes than those denied for a reason construed as ‘unfair’ (e.g. sex discrimination, reverse discrimination). Demographic characteristics were again observed to moderate few relationships.     

Maturation of work attitudes: Correlated change with big five personality traits and reciprocal effects over 15 years

As employees grow older, do their attitudes regarding work change over time? Can such long‐term changes be understood from a personality development perspective? The present study addressed these fundamental questions by tracking 504 young professionals' work attitudes (i.e., job satisfaction and work involvement) and Big Five personality traits over the first 15 years of their professional career. We specifically investigated whether trait changes drive peoples' changing attitudes, a mechanism we called maturation of work attitudes. Latent change models first indicated significant associations between traits and attitudes at the beginning of the career, and mean‐level changes in Big Five traits (i.e., increases in Agreeableness and Conscientiousness and decreases in Neuroticism) in the direction of greater functional maturity. Although no significant mean‐level changes in work attitudes were observed, results regarding correlated change indicated that variability in attitude change was related to variability in trait change and that this indeed signaled a maturational process. Finally, reciprocal effect estimates highlighted bidirectional relations between personality and attitudes over time. It is discussed how these results (i) provide a better understanding of potential age effects on work‐related attitudes and (ii) imply a revision of the traditional dispositional approach to attitudes. Copyright © 2013 John Wiley & Sons, Ltd.     

Innovations and personal change: Patterns of adjustment to relocation

The aim of the study was to test hypotheses derived from Nicholson's (1984) theory of work-role transitions within the context of job relocation. These hypotheses concern the adjustment strategies used by those changing jobs. A total of 121 U.K. employees provided data at three points in time during the process of their relocation. Measures included job characteristics, personal change, role innovation, self-esteem and subjective well-being. Data were analysed via non-recursive structural equation models using LISREL VI. Results were generally consistent with the model of work-role transitions. Individual differences in self-esteem were found to influence adjustment strategies over and above the effects of job characteristics.     

Office ergonomics: deficiencies in computer workstation design.

The objective of this research was to study and identify ergonomic deficiencies in computer workstation design in typical offices. Physical measurements and a questionnaire were used to study 40 workstations. Major ergonomic deficiencies were found in physical design and layout of the workstations, employee postures, work practices, and training. The consequences in terms of user health and other problems were significant. Forty-five percent of the employees used nonadjustable chairs, 48% of computers faced windows, 90% of the employees used computers more than 4 hrs/day, 45% of the employees adopted bent and unsupported back postures, and 20% used office tables for computers. Major problems reported were eyestrain (58%), shoulder pain (45%), back pain (43%), arm pain (35%), wrist pain (30%), and neck pain (30%). These results indicated serious ergonomic deficiencies in office computer workstation design, layout, and usage. Strategies to reduce or eliminate ergonomic deficiencies in computer workstation design were suggested.     

Office Ergonomics: Deficiencies in Computer Workstation Design

The objective of this research was to study and identify ergonomic deficiencies in computer workstation design in typical offices. Physical measurements and a questionnaire were used to study 40 workstations. Major ergonomic deficiencies were found in physical design and layout of the workstations, employee postures, work practices, and training. The consequences in terms of user health and other problems were significant. Forty-five percent of the employees used nonadjustable chairs, 48% of computers faced windows, 90% of the employees used computers more than 4 hrs/day, 45% of the employees adopted bent and unsupported back postures, and 20% used office tables for computers. Major problems reported were eyestrain (58%), shoulder pain (45%), back pain (43%), arm pain (35%), wrist pain (30%), and neck pain (30%). These results indicated serious ergonomic deficiencies in office computer workstation design, layout, and usage. Strategies to reduce or eliminate ergonomic deficiencies in computer workstation design were suggested.