This paper reviews three studies that examine the main causes of employee stress and well‐being in call centres. All three studies were conducted by the author and his colleagues and reveal that employee well‐being in call centres is associated with: effective job design; performance...

The original hardback edition of The New Workplace examined modern business terms such as total quality management, just-in-time production, e-business, lean manufacturing and teleworking. It explored what these terms really mean and what effect they have in practice - especially their impact on...

This study examines reasons for variation in work design (defined by job discretion and performance monitoring) and how work design affects organizational outcomes. Drawing on a 2003–2006 survey of 2,359 call centers in 16 countries, the authors test strategic human resource management...