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

This paper examines the nature of employment and the conditions of work in five telephone call centres in the telecommunications industry in Australia. Call centre work typically requires high levels of sustained interpersonal interaction with customers which can lead to burnout and employee withdrawal. Customer service staff can also become targets of customer hostility and abuse. In addition, this form of work tends to involve extensive employee monitoring and surveillance with little job discretion or variety of tasks. The paper draws upon survey data from 480 telephone service operators to identify the factors that are associated with emotional exhaustion and the frequency of absence amongst the employees. A modelling of the data using LISREL VIII revealed that a number of job and work-setting variables affected the level of emotional exhaustion of employees. These included interactions with the customer, a high workload and a lack of variety of work tasks. Moreover, higher rates of absence were associated with emotional exhaustion.     

The National Lottery:A Preliminary Assessment of net Additionality

This paper makes a preliminary assessment of how the current structure for the distribution of UK National Lottery funds affects the promise of net additionality for the designated 'good causes'. Indifference analysis demonstrates that the funding structure is optimal in these terms. However, the measurement of net additionality is highly problematic and involves both quantitative and qualitative techniques. Whilst a preliminary comparison with Ireland shows that the UK system is in a better position to achieve net additionality through its accountability and transparency, net additionality could still be only a relatively small proportion of the dedicated Lottery money, depending on the behaviour of politicians, local authorities, other interest groups, and the distribution boards themselves.     

Technological trajectories and R&D for environmental innovation in UK firms

This article reports results of a 1993 questionnaire survey of how UK companies have been innovating technologically in response to environmental pressures. The survey sought to identify factors stimulating UK firms to innovate more environmentally friendly products and processes, and to investigate the changes in R&D activity they have undertaken to facilitate such innovation. In devising the questionnaire and interpreting the results, we have been strongly influenced by the theoretical frameworks developed over the past 15 years which describe technological developments in terms of ‘selection environments’ and ‘technological trajectories’. Useful though such frameworks are, we conclude that they need to be supplemented by concepts derived from the sociology of technology and from studies of corporate strategies.     

THE EFFECTS OF COMPANY TRAINING,FURTHER EDUCATION AND THE YOUTH TRAINING SCHEME ON THE EARNINGS OF YOUNG EMPLOYEES*

Abstract This paper provides evidence on the impact of company training, of post-compulsory education and of the UK Youth Training Scheme in the late 1980's on the earnings of 21-year-old employees in England and Wales. Earnings equations are estimated for each of seven groups of employees who have followed alternative routes from compulsory education into employment, allowing for selectivity into these routes. There are several findings, including: both high parental social class and better school qualifications help to channel people into higher status routes, while high local unemployment has the opposite effect; participation in company training in long spells substantially raises wages but short spells do not; YTS participation fails to raise, and possibly substantially lowers, wages even three years after graduation compared to those who left school at 16 and went to work and received no training; there is weak evidence that, even for those that do not enter higher education, it is better to stay on at school after 16 than go into YTS.     

The Information Content of Nonfinancial Performance Measures in the Airline Industry

This research extends the literature on nonfinancial performance measures (NFPMs) by assessing (1) the information content of a broader set of NFPMs and (2) whether NFPMs provide information not provided by financial performance measures (FPMs) from all previously identified FPM categories, rather than just earnings and book value. Specifically, exploratory and confirmatory factor analysis results presented in this paper demonstrate that nineteen NFPMs of major airlines capture seven underlying constructs not captured by eighteen common FPMs. Additionally, this research develops reliable composite measures of the identified performance measure constructs, which prior research argues are superior to individual performance measures.     

Exchange rate exposure and foreign exchange derivatives: do ineffective hedgers modify future derivatives use?

Recent studies examining the relationship between stock returns and exchange rate changes have provided evidence that the exchange rate exposure of non-financial companies is reduced by the use of foreign exchange derivatives. Building on such research, this study investigates whether past ineffective derivative hedging contributes to explaining future derivatives use. To the extent that companies monitor the effectiveness of their currency risk management practices, past ineffective hedgers can be expected to modify their future use of foreign exchange derivatives accordingly. In our study of 94 non-financial US multinationals, we provide evidence that the change in derivatives use from 1996–1998 to 1998–2000 can be explained in part by the ineffective hedging of currency risk in 1996–1998, controlling for variables associated with theories of optimal hedging. Additional analyses confirm that such primary results are robust to firm size, the level of foreign operations, and the use of derivatives to partially hedge currency risk. Our results imply that as exchange markets and risk management practices change, the use of derivatives to manage exchange rate risk also changes. Our contribution to this field of study is that we find evidence that past ineffective hedgers tend to increase their future use of FXDs.     

Directors' Duties and Corporate Governance: Have We Gone Too Far?

We review recent policy initiatives in Australia, such as corporate governance reporting requirements and innovations in defining directors' roles and responsibilities, and argue that such initiatives are often premised on overly simplistic models of the role played by directors. The role and effectiveness of directors vary according to the economic activity of the firm; hence, uniform guidelines for board composition, for example, are unlikely to be economically desirable. Likewise, statutory definitions of directors' duties are unlikely to be effective unless they allow for directors' roles to vary according to circumstance. Conversely, broad legal definitions will be problematic because of uncertainties in judicial interpretation.     

Measuring the Impact of Regulation: A Study of Canadian Basic Cable Television

We evaluate the appropriateness of regulation within the Canadian cable television industry by applying both parametric and non-parametric approachesto measure scale efficiency. Although we begin with a sample offering adequatedegrees of freedom for parametric estimation, important policy issues lead us toconsider further estimation over sub-samples. Since some of these sub-samplesare small enough that parametric models cannot guarantee reliable estimates, weobtain production characteristics non-parametrically through data envelopmentanalysis. The nonparametric results for scale efficiency support the parametricresults. We find evidence against a natural monopoly argument that might havejustified continuation of the mandated monopolization of Canadian cable televisionservice. By the end of the sample period, there were no longer substantial economiesof scale in most relevant markets.     

Professionalisation or incarceration? Household engineering, accounting and the domestic ideal

Social constructionist theories of gender are utilised to explore the relationship between household accounting and patriarchy during the early twentieth century in the USA and Britain. This period witnessed a reformulation of the ideology of domesticity founded on precepts derived from modish scientific management. It is argued that the suite of calculative techniques prescribed by ‘household engineers’ merely attempted to occupy middle class women in the domestic sphere. Rather than offering a source of professionalisation and liberation, the practice of financial management, costing, record keeping and time and motion study, contributed to a reassertion of private patriarchy, confirmed the gendered nature of spatiality, reinforced the role of woman as a consumer and diverted attention from career building outside the home.