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Going Absent, Then Just Going? A Case Study Examination of Absence and Quitting

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  • D Cassidy
  • J Sutherland
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    Abstract

    This paper makes use of personnel data to examine absence, variously defined, and quitting in a call centre. It seeks to examine the hypothesis that absence and quitting are related, both being indicative of a lack of commitment on the part of the worker but offering different adjustment strategies to this problem. In the case study, absence is seen to be positively correlated with tenure, occupation and type of employment contract and negatively correlated with gender and age. The impact of the individual's operations manager is not without significance. For example the inclusion of this set of variables reduces absence, however defined, for certain occupational groups and grades. Quitting is seen to be negatively correlated with age, tenure and type of employment contract. There is a positive correlation between quitting and an individual's absence record prior to making the decision to leave, although the results are not statistically significant and the quantitative effects of the relationships are negligible.

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    File URL: http://www.economicissues.org.uk/Files/208Cassidy.pdf
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    Bibliographic Info

    Article provided by Economic Issues in its journal Economic Issues.

    Volume (Year): 13 (2008)
    Issue (Month): 2 (September)
    Pages: 1-20

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    Handle: RePEc:eis:articl:208cassidy

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    Web page: http://www.economicissues.org.uk
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    1. Ken Clark & Simon A. Peters & Mark Tomlinson, 2005. "The Determinants Of Lateness: Evidence From British Workers," Scottish Journal of Political Economy, Scottish Economic Society, vol. 52(2), pages 282-304, 05.
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    3. Brown, Sarah & Sessions, John G, 1996. " The Economics of Absence: Theory and Evidence," Journal of Economic Surveys, Wiley Blackwell, vol. 10(1), pages 23-53, March.
    4. Galizzi, Monica & Lang, Kevin, 1998. "Relative Wages, Wage Growth, and Quit Behavior," Journal of Labor Economics, University of Chicago Press, vol. 16(2), pages 367-91, April.
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    7. Joseph Altonji & Christina Paxson, 1987. "Labor Supply Preferences, Hours Constraints, and Hours-Wage Tradeoffs," Working Papers 594, Princeton University, Department of Economics, Industrial Relations Section..
    8. Rosemary Batt, 1999. "Work organization, technology, and performance in customer service and sales," Industrial and Labor Relations Review, ILR Review, Cornell University, ILR School, vol. 52(4), pages 539-564, July.
    9. David Knights, 1998. "'What Happens when the Phone goes Wild?': Staff, Stress and Spaces for Escape in a BPR Telephone Banking Work Regime," Journal of Management Studies, Wiley Blackwell, vol. 35(2), pages 163-194, 03.
    10. Barmby, Tim & Stephan, Gesine, 2000. "Worker Absenteeism: Why Firm Size May Matter," Manchester School, University of Manchester, vol. 68(5), pages 568-77, September.
    11. Barmby, Tim, 2002. "Worker absenteeism: a discrete hazard model with bivariate heterogeneity," Labour Economics, Elsevier, vol. 9(4), pages 469-476, September.
    12. Coles, Melvyn G. & Treble, John G., 1996. "Calculating the price of worker reliability," Labour Economics, Elsevier, vol. 3(2), pages 169-188, September.
    13. Stevens, Margaret, 1994. "A Theoretical Model of On-the-Job Training with Imperfect Competition," Oxford Economic Papers, Oxford University Press, vol. 46(4), pages 537-62, October.
    14. Gillian Bristow & Max Munday & Peter Gripaios, 2000. "Call centre growth and location: corporate strategy ;and the spatial division of labour," Environment and Planning A, Pion Ltd, London, vol. 32(3), pages 519-538, March.
    15. John Sutherland, 2002. "Wages in and voluntary quits from an establishment internal labour market," Applied Economics, Taylor & Francis Journals, vol. 34(3), pages 395-400.
    16. Stephen Deery, 2002. "Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal," Journal of Management Studies, Wiley Blackwell, vol. 39(4), pages 471-496, 06.
    17. S Brown & J G Sessions, 2004. "Absenteeism, Presenteeism, and Shirking," Economic Issues Journal Articles, Economic Issues, vol. 9(1), pages 15-23, March.
    18. Monojit Chatterji & Colin J. Tilley, 2002. "Sickness, absenteeism, presenteeism, and sick pay," Oxford Economic Papers, Oxford University Press, vol. 54(4), pages 669-687, October.
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