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Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal


  • Stephen Deery


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  • 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, June.
  • Handle: RePEc:bla:jomstd:v:39:y:2002:i:4:p:471-496

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    Cited by:

    1. repec:eee:joreco:v:37:y:2017:i:c:p:168-176 is not listed on IDEAS
    2. Bryce, Cormac & Cheevers, Carly & Webb, Rob, 2013. "Operational risk escalation: An empirical analysis of UK call centres," International Review of Financial Analysis, Elsevier, vol. 30(C), pages 298-307.
    3. D Cassidy & J Sutherland, 2008. "Going Absent, Then Just Going? A Case Study Examination of Absence and Quitting," Economic Issues Journal Articles, Economic Issues, vol. 13(2), pages 1-20, September.
    4. Sharda, Kirti, 2011. "Back to the Drawing Board: Exploring Gestalts of Work Design in BPO Firms," IIMA Working Papers WP2011-02-04, Indian Institute of Management Ahmedabad, Research and Publication Department.
    5. repec:eee:touman:v:41:y:2014:i:c:p:129-140 is not listed on IDEAS
    6. Shameem Shagirbasha, 2015. "Does mode of interaction impact emotional labour? A mixed method study among service employees in India," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 5(11), pages 196-205, November.
    7. repec:eee:joreco:v:30:y:2016:i:c:p:20-32 is not listed on IDEAS
    8. Stock, Ruth Maria, 2016. "Understanding the relationship between frontline employee boreout and customer orientation," Journal of Business Research, Elsevier, vol. 69(10), pages 4259-4268.
    9. Michael S. Cole & Jeremy B. Bernerth & Frank Walter & Daniel T. Holt, 2010. "Organizational Justice and Individuals' Withdrawal: Unlocking the Influence of Emotional Exhaustion," Journal of Management Studies, Wiley Blackwell, vol. 47(3), pages 367-390, May.
    10. Wendy Ming-Yen TEOH Author_Email: & Chwan-Yu YAU & Siong-Choy CHONG, 2011. "Factors Influencing Job Burnout Among Human Resource Employees," International Conference on Management (ICM 2011) Proceeding 2011-061-224, Conference Master Resources.
    11. Stephen J. Deery & Roderick D. Iverson & Janet T. Walsh, 2010. "Coping Strategies in Call Centres: Work Intensity and the Role of Co-workers and Supervisors," British Journal of Industrial Relations, London School of Economics, vol. 48(1), pages 181-200, March.

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