Going Absent, Then Just Going? A Case Study Examination of Absence and Quitting
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.
Volume (Year): 13 (2008)
Issue (Month): 2 (September)
|Contact details of provider:|| Postal: Burton Street, Nottingham, NG1 4BU|
Web page: http://www.economicissues.org.uk
More information through EDIRC
References listed on IDEAS
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Altonji, Joseph G & Paxson, Christina H, 1988.
"Labor Supply Preferences, Hours Constraints, and Hours-Wage Trade-Offs,"
Journal of Labor Economics,
University of Chicago Press, vol. 6(2), pages 254-76, April.
- Joseph G. Altonji & Christina H. Paxson, 1987. "Labor Supply Preferences, Hours Constraints, and Hours-Wage Tradeoffs," NBER Working Papers 2121, National Bureau of Economic Research, Inc.
- 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.
- Barmby, Tim, 2002. "Worker absenteeism: a discrete hazard model with bivariate heterogeneity," Labour Economics, Elsevier, vol. 9(4), pages 469-476, September.
- Rosemary Batt, 1999. "Work Organization, Technology, and Performance in Customer Service and Sales," ILR Review, Cornell University, ILR School, vol. 52(4), pages 539-564, July.
- S Brown & J G Sessions, 2004. "Absenteeism, Presenteeism, and Shirking," Economic Issues Journal Articles, Economic Issues, vol. 9(1), pages 15-23, March.
- Coles, Melvyn G. & Treble, John G., 1996. "Calculating the price of worker reliability," Labour Economics, Elsevier, vol. 3(2), pages 169-188, September.
- 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.
- 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.
- Steven G. Allen, 1981. "Compensation, Safety, and Absenteeism: Evidence from the Paper Industry," ILR Review, Cornell University, ILR School, vol. 34(2), pages 207-218, January.
- Tim A. Barmby & Marco G. Ercolani & John G. Treble, 2002.
"Sickness Absence: An International Comparison,"
Royal Economic Society, vol. 112(480), pages F315-F331, June.
- 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.
- Clark, Ken & Simon A Peters & Mark Tomlinson, 2003. "The Determinants of Lateness: Evidence from British Workers," Royal Economic Society Annual Conference 2003 43, Royal Economic Society.
- 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.
- Barmby, Tim & Stephan, Gesine, 2000. "Worker Absenteeism: Why Firm Size May Matter," Manchester School, University of Manchester, vol. 68(5), pages 568-77, September.
- 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.
- 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.
- Weiss, Andrew, 1984. "Determinants of Quit Behavior," Journal of Labor Economics, University of Chicago Press, vol. 2(3), pages 371-87, July.
- 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.
- 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.
- Sarah Brown & Fathi Fakhfakh & John G. Sessions, 1999. "Absenteeism and Employee Sharing: An Empirical Analysis Based on French Panel Data, 1981â€“1991," ILR Review, Cornell University, ILR School, vol. 52(2), pages 234-251, January.
When requesting a correction, please mention this item's handle: RePEc:eis:articl:208cassidy. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Dan Wheatley)
If references are entirely missing, you can add them using this form.