Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/the-impact-of-physical-environment-on-employee-commitment-in-call-vTcMYIXjac
References (67)
-
M. London, H. Larsen, Lars Thisted (1999)
Relationships between Feedback and Self-DevelopmentGroup & Organization Management, 24
-
A. Bandura (1986)
Social Foundations of Thought and Action -
So Lee (2006)
Expectations of employees toward the workplace and environmental satisfactionFacilities, 24
-
(2004)
Organisational Behaviour and Human Decision Process -
C. Anderson, Matthew Martin (1995)
Why Employees Speak to Coworkers and Bosses: Motives, Gender, and Organizational SatisfactionJournal of Business Communication, 32
-
B. Ilozor, P. Love, G. Treloar (2002)
The impact of work settings on organisational performance measures in built facilitiesFacilities, 20
-
K. Hambridge (2000)
Action research.Professional nurse, 15 9
-
Rosemary Batt, E. Appelbaum (1995)
Worker Participation in Diverse Settings: Does the Form Affect the Outcome, and If So, Who Benefits?British Journal of Industrial Relations, 33
-
10.1016/S0840-4704(10)61192-1
-
L. Sargent, D. Terry (1998)
The effects of work control and job demands on employee adjustment and work performanceJournal of Occupational and Organizational Psychology, 71
-
V. Sutherland, C. Cooper (1990)
Understanding stress: A psychological perspective for health professionals. -
R. Cunha, C. Cooper (2002)
Does privatization affect corporate culture and employee wellbeingJournal of Managerial Psychology, 17
-
(2006)
May 23rd-25th). Training and Skills in Contact Centres -
(1980)
Destruction and Perceived Control -
P. Podsakoff, D. Organ (1986)
Self-Reports in Organizational Research: Problems and ProspectsJournal of Management, 12
-
Arthur Kornhauser (1966)
Mental Health of the Industrial WorkerMental Health, 25
-
R. Meineker (1972)
Psychology of work.Journal of occupational medicine. : official publication of the Industrial Medical Association, 14 3
-
P. Böckerman, P. Ilmakunnas (2006)
Do Job Disamenities Raise Wages or Ruin Job SatisfactionInternational Journal of Manpower, 27
-
C. Sprigg, P. Jackson (2006)
Call centers as lean service environments: job-related strain and the mediating role of work design.Journal of occupational health psychology, 11 2
-
David Lux, S. Jex, C. Hansen (1996)
Factors influencing employee perceptions of customer service climateJournal of Market-Focused Management, 1
-
(1992)
Questionnaire Design, Interviewing & Attitude Measurement: New Edition -
Otto Stallworth, B. Kleiner (1996)
Recent developments in office designFacilities, 14
-
R. Baron, D. Kenny (1986)
The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations.Journal of personality and social psychology, 51 6
-
R. Eisenberger, Peter Fasolo, Valerie Davis-LaMastro (1990)
Perceived Organizational Support and Employee Diligence, Commitment, and InnovationJournal of Applied Psychology, 75
-
(1991)
Awareness of External Environment -
Sandy Wayne, L. Shore, R. Liden (1997)
Perceived Organizational Support And Leader-Member Exchange: A Social Exchange PerspectiveAcademy of Management Journal, 40
-
(1996)
Office Space is a Revenue Enhancer, Not an Expense. National Real Estate Investor -
Training and Skills in Contact Centres. Paper presented at the 6th UFHRD/AHRD Conference on Human Resource Development Research and Practice Across Europe -
A. Hedge (1982)
The Open-Plan OfficeEnvironment and Behavior, 14
-
10.2307/257021
-
Kent Spreckelmeyer (1993)
Office Relocation and Environmental ChangeEnvironment and Behavior, 25
-
K. Mulholland (2002)
Gender, emotional labour and teamworking in a call centrePersonnel Review, 31
-
J. Mathieu, Dennis Zajac (1990)
A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitmentPsychological Bulletin, 108
-
M. Houlihan (2001)
Managing to manage? Stories from the call centre floorJournal of European Industrial Training, 25
-
Petri Bockerman, P. Ilmakunnas (2004)
Do Job Disamenities Raise Wages or Ruin Job Satisfaction?Labor: Personnel Economics
-
Larissa Larsen, Jeffrey Adams, B. Deal, B. Kweon, Elizabeth Tyler (1998)
Plants in the WorkplaceEnvironment and Behavior, 30
-
David Greenberger, S. Strasser, Larry Cummings, Randall Dunham (1989)
The impact of personal control on performance and satisfactionOrganizational Behavior and Human Decision Processes, 43
-
K. Rogg, D. Schmidt, C. Shull, N. Schmitt (2001)
Human resource practices, organizational climate, and customer satisfactionJournal of Management, 27
-
10.2307/256789
-
(1993)
To be there or not to be there? Questions, theories and methods in absenteeism research -
D. Holman (2003)
Phoning in sick? An overview of employee stress in call centresLeadership & Organization Development Journal, 24
-
C. Heaney, B. Israel, S. Schurman, E. Baker, J. House, M. Hugentobler (1993)
Industrial relations, worksite stress reduction, and employee well-being: A participatory action research investigation.Journal of Organizational Behavior, 14
-
(2003)
Psychosocial risk factors in call centres: an evaluation of work design & well-being -
S. Deery, R. Iverson, Janet Walsh (2002)
Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal -
G. Spreitzer (1996)
Social structural characteristics of psychological empowermentAcademy of Management Journal, 39
-
(2006)
Safety Management: Perceptions of Workplace Safety -
J. Niekerk, A. Teggin (1981)
Understanding stress.South African medical journal = Suid-Afrikaanse tydskrif vir geneeskunde, 59 21
-
T. Begley (1998)
Coping strategies as predictors of employee distress and turnover after an organizational consolidation: A longitudinal analysisJournal of Occupational and Organizational Psychology, 71
-
(1996)
Mental Health and Stress in the Workplace: A Guide for Employers -
S. Nenonen (2004)
Analysing the intangible benefits of work spaceFacilities, 22
-
M. Brill (1992)
Workspace design and productivity.The Healthcare Forum journal, 35 5
-
D. Holman (2004)
Employee Well-being in Call Centres -
D. Guest, N. Conway (2004)
Employee well-being and the psychological contract : a report for the CIPD -
M. Little., Alison Dean (2006)
Links between service climate, employee commitment and employees' service quality capabilityManaging Service Quality, 16
-
J. Stellman, S. Klitzman, G. Gordon, B. Snow (1987)
Work environment and the well‐being of clerical and VDT workersJournal of Organizational Behavior, 8
-
Yueng-hsiang Huang, M. Robertson, Kuo-i Chang (2004)
The Role of Environmental Control on Environmental Satisfaction, Communication, and Psychological StressEnvironment and Behavior, 36
-
(1994)
Managing Stress: Principles & Strategies for Health & Wellbeing -
H. Freeman, A. Kornhauser (1966)
Mental Health of the Industrial Worker.Journal of health and human behavior, 7
-
So Lee, J. Brand (2005)
Effects of control over office workspace on perceptions of the work environment and work outcomesJournal of Environmental Psychology, 25
-
(1996)
Spaceshuffle -
J. Phillips, R. Lord (1986)
Notes on the Practical and Theoretical Consequences of Implicit Leadership Theories for the Future of Leadership MeasurementJournal of Management, 12
-
A. Wise, L. Darling-Hammond, Barnett Berry (1987)
Effective Teacher Selection: From Recruitment to Retention -
D. Holman (2002)
Employee wellbeing in call centresHuman Resource Management Journal, 12
-
M. Houlihan (2000)
Eyes wide shut? Querying the depth of call centre learningJournal of European Industrial Training, 24
-
B. Israel, S. Schurman, J. House (1989)
Action Research on Occupational Stress: Involving Workers as ResearchersInternational Journal of Health Services, 19
-
(1976)
Stress & Behavior in Organisations -
E. Weiss (1999)
Perceived workplace conditions and first-year teachers’ morale, career choice commitment, and planned retention: a secondary analysisTeaching and Teacher Education, 15
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 2009 Emerald Group Publishing Limited. All rights reserved.
- ISSN
- 1352-7592
- DOI
- 10.1108/13527590910937702
- Publisher site
- See Article on Publisher Site
Abstract
Purpose – The purpose of the paper is to examine the effect of the physical environment on employee commitment. It explores how favourable working conditions can affect an employee's sense of well‐being which in turn can generate higher levels of employee commitment. Design/methodology/approach – A questionnaire instrument based upon previously validated measures was completed by 65 front line call centre employees. The Baron and Kenny four‐step procedure for testing mediation effects was adopted. Findings – The statistical analysis confirms that employee well‐being mediates the relationship between physical environment and employee commitment. Originality/value – The call centre industry needs to make employees more autonomous by reducing the level of scripting, encouraging greater involvement and participation in work systems and setting targets and the organization of regular team events.
Journal
Team Performance Management – Emerald Publishing
Published: Mar 6, 2009
Keywords: Call centres; Employee productivity; Envronmental psychology; Employee attitudes; Working conditions