Reducing burnout in call centers through HR practices

Previous research on call centers has demonstrated that human resource (HR) practices can be related to employee stress; however, these studies did not examine the linking mechanisms underlying these associations. Using the job demands–control (JD‐C) model as a theoretical framework, we examine perceived job demands (namely, emotional dissonance and quantitative demands) and autonomy as potential mediators in the relationship between HR systems and burnout (exhaustion and cynicism). We distinguish between HR control systems, which include performance monitoring practices, and HR involvement systems, which include training, participation, and performance‐related pay. This study samples 811 employees working in 11 call centers. Our findings support the idea that HR systems can help reduce burnout in call centers by verifying that HR control systems associated with more emotional dissonance and less autonomy increase burnout. On the other hand, an HR involvement system decreases workers' burnout because it alleviates the job demands of emotional dissonance and quantitative demands. This study fills a gap in the literature between HR systems and burnout by demonstrating the role job demands and autonomy play in explaining how HR systems improve or decrease workers' exhaustion and cynicism. © 2010 Wiley Periodicals, Inc.     

Training opportunities and employee exhaustion in call centres: mediation by psychological contract fulfilment

The aim of this study is to analyse psychological contract fulfilment as a mechanism through which training affects stress in call centres. The hypotheses were tested on a sample of 412 call centre operators, using structural equation modelling to analyse their survey responses. Our results demonstrated that training is negatively related to workers' exhaustion and that the relationship is fully mediated by the fulfilment of socio‐emotional obligations. We found that it was the fulfilment of balanced obligations, and not relational obligations, which mediated the relationship between training and exhaustion. Hence, we verified that training was related to lower levels of employee exhaustion through fulfilment of the balanced psychological contract. Our findings highlight the centrality of psychological contract fulfilment to call centre workers, and the importance of training in constructing positive employment relationships with workers. We discuss implications for human resource management in call centres.     

On the political economics of tax reforms: survey and empirical assessment

Political constraints and incentives are the true driver of tax reforms. This paper reviews the political economics literature on personal income tax systems and reforms to see how political mechanisms help explain tax reforms. We take some of the implications of these theories to the data using LABREF, a database that identifies labor tax reforms in the European Union for the period 2000–2007, and control for economic and labor market factors. We find that political variables carry more weight than economic variables, and we show empirical regularities that support political economy theories. We also find that governments tended to reform more in better economic times, engaging in pro-cyclical behavior.     

Hope and positive affect mediating the authentic leadership and creativity relationship

The study analyzes how authentic leadership (AL) predicts employees' creativity both directly and through the mediating role of employees' positive affect and hope. Two hundred and three employees working in Portuguese retail organizations participate in the research. Employees report their hope and positive affective states, as well as the AL of their supervisors. Supervisors report the employees' creativity. The main findings are: (a) AL predicts employees' creativity, both directly and through the mediating role of employees' hope; (b) AL also predicts employees' positive affect, which in turn predicts employees' hope and, thus, creativity. The study enriches the understanding of the processes through which AL improves employees' creativity, and provides valuable insights for both scholars and practitioners. By promoting AL, and employees' hope and positive affect, organizations may increase employees' creative performance, creativity being an important path to organizational performance.     

On the Real Effect of Financial Pressure: Evidence From Firm‐Level Employment During the Euro‐Area Crisis

Using a large panel of mainly unquoted euro‐area firms over the period 2003–2011, this paper examines the impact of financial pressure on firms’ employment. The analysis finds evidence that financial pressure negatively affects firms’ employment decisions. This effect is stronger during the euro area‐crisis (2010–2011), especially for firms in the periphery compared to their counterparts in non‐periphery European economies. When we introduce firm‐level heterogeneity, we show that financial pressure appears to be both statistically and quantitatively more important for bank‐dependent, small and privately held firms operating in periphery economies during the crisis.     

Ambidextrous leadership,paradox and contingency: evidence from Angola

Abstract

The study departs from two assumptions. First, it considers that organizations, their leaders and the HRM function are inherently paradoxical and that, in that sense, dealing with paradox is a necessary component of the leadership process which requires ambidexterity capabilities. Second, it explores whether the paradoxes of leadership may manifest differently in different contexts. We explore the emergence of paradox in the leadership of Angolan organizations. Angola is an economy transitioning from a centrally planned to a market mode, and this makes it a rich site for understanding the specificities of ambidextrous paradoxical processes in an under-researched, ‘rest of the world’, context. The findings of our inductive study led to the emergence of four interrelated paradoxes and highlight the importance of ambidextrous paradoxical work as a HRM contingency.     

Cash holdings of listed and unlisted firms: new evidence from the euro area

This paper examines the cash holdings behavior of listed and unlisted firms. We argue that unlisted firms, which are smaller, face a greater wedge between the cost of external and internal finance and as a result they need to rely more on the later. Relying on internal funds means that firms have a precautionary motive to hold cash. We test our theory using an unbalanced panel of mainly small medium enterprises within the euro area over the period 2003–2017 paying special attention to the role of financial pressure, financial constraints and the recent financial crisis. Our findings reveal that unlisted firms hold more cash than their listed counterparts due to precautionary motives. In addition, when considering the effect of financial pressure, the results show that the difference in cash holdings between listed and unlisted firms exhibit a ‘U-shaped’ relationship. Finally, unlisted firms have a higher sensitivity to save cash out of cash flow than listed firms. Our results are robust to using different specifications and different financial pressure measures.     

Making Good Things Last Longer: The Role of Savoring on the Relationship Between HRM and Positive Employee Outcomes

This work studies sales managers’ perceptions of performance‐oriented HR practices, and the mediating and moderating processes through which these practices are linked with affective commitment. Specifically, we tested whether work engagement mediated the relationship between perceptions of performance‐oriented HR practices and affective commitment using a sample of 117 sales managers from one large retail store. Furthermore, we tested whether managers’ savoring strategies would moderate the positive relationship between perceptions of performance‐oriented HR practices and work engagement, and if the strength of the hypothesized indirect effects were conditional on the use of savoring strategies. Results showed that the relationship between perceptions of performance‐oriented HR practices and affective commitment was mediated by work engagement. In addition, savoring strategies were found to moderate the relationship between perceptions of performance‐oriented HR practices and work engagement, so that the highest levels of work engagement were found in individuals who reported high perceptions of performance‐oriented HR practices and high use of savoring strategies. Finally, results support a conditional indirect effect of performance‐oriented HR practices on predicting affective commitment via work engagement when levels of savoring strategies were moderate to high, but not when their use was low. Altogether, these results demonstrated that work engagement and savoring strategies represent key elements in explaining how perceptions of performance‐oriented HR practices are associated with affective commitment. © 2015 Wiley Periodicals, Inc.     

A Multiple‐Group Analysis of Associations Between Emotional Exhaustion and Supervisor‐Rated Individual Performance: Temporary Versus Permanent Call‐Center Workers

This study investigates whether contract type (temporary versus permanent employment) moderates the relationship between emotional exhaustion and supervisor‐rated individual performance. Most temporary workers desire permanent employment, and this may drive them to uphold performance also when strained. This hypothesis was tested with multiple‐group analysis in a sample of 430 call‐center operators from five Portuguese organizations from different sectors. The results show that emotional exhaustion related negatively to supervisor‐rated individual performance among permanent workers, but not among temporary workers. Our conclusion is that the relationship between emotional exhaustion and supervisor‐rated individual performance is conditional upon contract type. © 2014 Wiley Periodicals, Inc.     

The War in Ukraine,Food Security and the Role for Europe

Food-security implications of the war in Ukraine are exacerbated by adverse weather events, spillover effects from the distortion of energy and fertiliser markets, and domestic policies that countries around the world have implemented in pursuit of food security. Estimates suggest that the cumulative effect of these channels in terms of restricting agricultural and food trade is in the order of over 10 times larger, and their cumulative effect on global food supply is on average three times more substantial than the direct agricultural supply disruptions in Ukraine. The latter, however, disproportionally impacts low-income countries that are particularly vulnerable to food supply shortages and price increases. In the case of the EU, although overall food availability is not at stake, food affordability for low-income households is a concern, especially when combined with rising prices of other essential goods, such as energy and transportation. To ensure the resilience of domestic and global food systems, the EU and its Member States should extend a set of already implemented policies, including better-targeted support for the low-income households in the region, implementation of trade facilitation measures via international cooperation, and support for agricultural production in the most vulnerable countries, and should also facilitate the restoration of Ukraine's lost agricultural assets.