Employee wellbeing in call centres

Call centres are often perceived to have a negative impact on employee wellbeing, mainly attributed to four factors: job design, performance monitoring, HR practices and team leader support. This article reports on a survey of 557 customer service representatives that examined the relationship of these factors to four measures of wellbeing: anxiety, depression and intrinsic and extrinsic job satisfaction. One distinctive feature of this article is its focus on anxiety and depression, two major dimensions of wellbeing not addressed in call centre research to date. Results demonstrated that the factors most highly associated with wellbeing were high control over work methods and procedures, a low level of monitoring and a supportive team leader. Evidence also indicates that the level of wellbeing in some call centres is similar to that in other comparable forms of work.     

The Physical Attractiveness Phenomena. Patzer,Gordon L. New York: Plenum Press, 1985. 308 Pp. $39.50

This paper presents integrated marketing communication (IMC) and brand identity as critical components of the firm's brand equity strategy. Specifically, the authors provide a brand equity strategy schematic that details (1) the role of IMC in creating and maintaining brand equity, and (2) the role of brand identity in informing, guiding, and helping to develop, nurture, and implement the firm's overall IMC strategy. The authors also present a conceptual framework with testable research propositions toward IMC theory development. Finally, a discussion of implications for academics and practitioners is provided, and opportunities for future qualitative and quantitative research are suggested.     

The Convergence and Divergence of Job Discretion Between Occupations and Institutional Regimes in Europe from 1995 to 2010

Drawing on technical change and institutional theories, this paper examines the convergence and divergence of job discretion between occupations and institutional regimes in Europe from 1995–2010. Latent growth modelling of a pseudo‐panel data set derived from the European Working Conditions Survey reveals that significantly different rates of change have led to an increasing polarization of job discretion between occupations and between Nordic and other European countries. Across occupations the findings are in keeping with routine‐biased technical change rather than skill‐biased technical change theories and suggest that the effects of technical change on job discretion depend largely on whether technology substitutes or complements job tasks. Across countries, the results are in line with employment regime theory, which suggests that institutional differences (particularly employment policies and trade union influence) are driving cross‐national variation in job discretion. Overall, a more comprehensive empirical and theoretical understanding is provided of factors shaping change in a key aspect of job quality, namely job discretion.     

Implications of consumer heterogeneity in time-series estimates of US money demand

The money demand function has traditionally been estimated with income and interest rates, typically employing quite lengthy time series. Controversy, however, surrounds the importance of heterogeneous agents in monetary economics and throughout macroeconomics more generally. In particular, if proportions of agents with different traits (and hence, different money demands) are changing over time, ignoring those changes may bias estimated income and interest elasticities. This concern, as well as that of appropriate functional form, is explored here. Controlling for consumer heterogeneity has surprising effects on the estimated elasticities of traditional variables.