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

Christine A. Sprigg, Paul R. Jackson

Research output: Contribution to journalArticlepeer-review

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. Copyright 2006 by the American Psychological Association.
Original languageEnglish
Pages (from-to)197-212
Number of pages15
JournalJournal of Occupational Health Psychology
Volume11
Issue number2
DOIs
Publication statusPublished - Apr 2006

Keywords

  • Call centers
  • Job-related strain
  • Lean service
  • Work design

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