, and well-being and considered a moderating factor called emotional labor. Survey research design was used for the study. Data were from a larger longitudinal investigation of call center employee attitudes and well-being. The survey was constructed based on interviews with four Call Center Agents and two supervisors; findings regarding call monitoring were used. Surveys were given to 347 Call Center Agents. The mean age for the sample was 32.3 years.
Holman et al. reported findings from a regression analysis. Performance-related content and beneficial purpose of monitoring were both positively related to well-being. Perceived intensity had a strong negative relationship with well-being. Emotional labor was not a significant mediating variable in the relationship between monitoring and well-being but it was related. Work context to include problem solving demand, supervisory support, and job control, was not a significant mediating variable in the relations between intensity and well-being. Perceived intensity was more related to emotional exhaustion while supervisory support was more related to depression and job satisfaction. Performance monitoring in call centers was an antecedent of well-being and emotional labor.
"Employee reactions to behavioural control under conditions of stress: The moderating role of self-efficacy" by Jimmieson (2000). Jimmieson investigated the effects of job strain on employees using survey research with a Stressor Time 1 and Strain Time 2 design. For this design, predictor variables and negative affectivity were measured at Time 1 and employee adjustment was measured at Time 2, which was two weeks later. The sample included 110 participants at Time 1 and 93 participants at Time 2; all were customer service representatives in a telecommunications call center with a mean age of 34.72 years. Questionnaires were given at the different time periods to overcome difficulties of previous s...