scholarly journals The Effect of Pollution on Worker Productivity: Evidence from Call Center Workers in China

2019 ◽  
Vol 11 (1) ◽  
pp. 151-172 ◽  
Author(s):  
Tom Y. Chang ◽  
Joshua Graff Zivin ◽  
Tal Gross ◽  
Matthew Neidell
Keyword(s):  
Air Pollution ◽  
Call Center ◽  
Service Sector ◽  
Call Centers ◽  
Worker Productivity ◽  
Daily Output ◽  
Large Cities ◽  
Developed World ◽  
Call Center Workers

We investigate the effect of pollution on worker productivity in the service sector by focusing on two call centers in China. Using precise measures of each worker’s daily output linked to daily measures of pollution and meteorology, we find that higher levels of air pollution decrease worker productivity. These results manifest themselves at levels of pollution commonly found in large cities throughout the developing and developed world. (JEL J24, L84, O13, P23, P28, Q51, Q53)

scholarly journals The Effect of Pollution on Worker Productivity: Evidence from Call-Center Workers in China

2016 ◽  
Author(s):  
Tom Chang ◽  
Joshua Graff Zivin ◽  
Tal Gross ◽  
Matthew Neidell
Keyword(s):  
Call Center ◽  
Worker Productivity ◽  
Call Center Workers

scholarly journals Impacts of Location on Bank Call Center Services: The Case of Turkey

2012 ◽  
Vol 7 (2) ◽  
pp. 77-88 ◽  
Author(s):  
Ahmet Hakan Özkan
Keyword(s):  
Service Quality ◽  
Call Center ◽  
Call Centers ◽  
Stress Factors ◽  
Large Cities ◽  
Service Companies ◽  
Stress Levels ◽  
A Company ◽  
Practical Implications

Abstract Purpose - The CRM sector represents the quality of a company. The quality of a company might be evaluated by taking the services of a call center as a measure by the customers, because CRM is the most interactive point of the operations of all companies. Call centers represent companies with 24/7 service. Companies have to search for ways to increase the quality of their service and CRM. Call center companies started to move to Anatolia in response to government incentives. The purpose of this study was to examine the results of this change. Design/methodology/approach - Bank call centers in large cities and Anatolian bank call centers are compared. SERVQUAL is used to compare the service quality of the call centers. 100 questionnaires are used to evaluate the services of the bank call centers and 100 customers are interviewed. The banks with Anatolian call centers and the banks without Anatolian call centers are compared to each other by using the results of the interviews and questionnaires. Findings - The service quality of the call center of the banks with Anatolian call centers seems to be higher than those without them. Practical implications - The reason for the better performance of Anatolian bank call centers can be explained by using some observations. These reasons can be taken into account by CRM companies to provide better service. Originality/value - This paper is proof of that CRM agents are affected by stress factors and their environment. Therefore, stress levels have to be decreased for employees for better service. Selecting a good location is the most important step in diminishing stress levels.

scholarly journals The Effect of Family–Work and Work–Family Conflict on Call Center Workers’ Emotional Exhaustion With Person–Job Fit as Antecedent

Revista CEA ◽  
2020 ◽  
Vol 6 (12) ◽  
pp. 69-85
Author(s):  
Elissa Dwi Lestari ◽  
Miranti Kusuma Yuwono
Keyword(s):  
Emotional Exhaustion ◽  
Family Conflict ◽  
Financial Services ◽  
Call Center ◽  
Call Centers ◽  
Job Fit ◽  
Work Family Conflict ◽  
Family Work ◽  
Work Family ◽  
Call Center Workers

In accordance with the government’s regulations in Indonesia, all financial services institutions are obliged to implement a customer complaint handling mechanism, which has contributed to the rapid growth of the call center industry. As a benchmark for managing service quality, call center workers are required to always keep their emotions stable despite the continuous pressures and unpleasant responses from customers. For this reason, working at call centers is now considered a job with a high emotional burden. Few studies have specifically examined the level of emotional exhaustion among call center workers in Indonesia. Therefore, this work aims to investigate the effect of family–work and work–family conflict on such workers’ emotional exhaustion, with person–job fit as antecedent. For this purpose, we collected data from 154 questionnaires completed by call center workers at financial services institutions in Indonesia. We analyze the relationship among the variables under study using structural equation modeling (SEM). The results show that the level of compatibility between employees’ and their job reduces both family–work and work–family conflict. In terms of work–family conflict, call center workers will feel emotionally exhausted only when faced with a dilemma between work and family responsibilities. The call centers’ management should thus create a family-friendly work environment to ensure excellent care for employees.

scholarly journals Engaged or Not? A Comparative Study on Factors Inducing Work Engagement in Call Center and Service Sector Work

2013 ◽  
Vol 3 (1) ◽  
pp. 49 ◽  
Author(s):  
Armi Mustosmäki ◽  
Timo Anttila ◽  
Tomi Oinas
Keyword(s):  
Working Conditions ◽  
Work Engagement ◽  
Call Center ◽  
Service Sector ◽  
Call Centers ◽  
Job Demands ◽  
Well Being ◽  
Retail Banking ◽  
Negative Effect ◽  
Sector Work

The aim of this study was to compare the possibilities of experiencing positive well-being in call centers and other service sector work. The article focuses on the prevalence of working conditions (job demands, autonomy, and social support) in call centers and at other service sector workplaces and how these factors are related to work engagement. In addition, we examine whether the relationships are divergent in call centers in comparison to other service sector work. Analysis is based on the data provided by the “Quality of Life in Changing Europe” project. The survey data were collected from service sector organizations (retail, banking, and insurance) and a telecom organization’s call center functions in Finland (N = 967). According to our results, work engagement in call center environment is challenging due to the strong negative effect of job demands. In general, call center employees experienced less feelings of engagement than employees in the comparison organizations. This difference remained significant even after controlling for background factors and measures of working conditions. In addition, we found significant differences between call center and other service sector organizations in the effects of both autonomy and demands. The levels of autonomy and work demands proved to be strong antecedents of perceived work engagement, especially in call center environment.

STATISTICAL METHODS FOR THE ASSESSMENT OF AIR POLLUTION OF JHANSI CITY, UTTAR PRADESH, INDIA

2018 ◽  
Vol 24 (1) ◽  
Author(s):  
V. S. CHAUHAN ◽  
BHANUMATI SINGH ◽  
SHREE GANESH ◽  
JAMSHED ZAIDI
Keyword(s):  
Air Pollution ◽  
Uttar Pradesh ◽  
Ambient Air ◽  
Ambient Air Pollution ◽  
Base Line ◽  
Multivariate Statistical ◽  
Large Cities ◽  
Governmental Organizations ◽  
Non Governmental Organizations ◽  
The Status

Studies on air pollution in large cities of India showed that ambient air pollution concentrations are at such levels where serious health effects are possible. This paper presents overview on the status of air quality index (AQI) of Jhansi city by using multivariate statistical techniques. This base line data can help governmental and non-governmental organizations for the management of air pollution.

Outsourcing the Self

2017 ◽  
Author(s):  
Sunil Bhatia
Keyword(s):  
Middle Class ◽  
Romantic Relationships ◽  
Call Center ◽  
Global Economy ◽  
Public Spaces ◽  
The Self ◽  
New Middle Class ◽  
First World ◽  
Class Youth ◽  
Call Center Workers

This chapter analyzes how call center workers, who are mostly middle- and working-class youth, create narratives that are described as expressing modern forms of “individualized Indianness.” The chapter demonstrates how call center workers produce narratives of individualized Indianness by engaging in practices of mimicry, accent training, and consumption; by going to public spaces such as bars and pubs; and by having romantic relationships that are largely hidden from their families. The narratives examined in this chapter are created out of an asymmetrical context of power as young Indians work as “subjects” of a global economy who primarily serve “First World” customers. The interviews with Indian youth reflect how tradition and modernity, mimicry and authenticity, collude with each other to dialogically create new middle-class subjectivities.

scholarly journals Analysis on the Effect of the Mobility of Combustion Vehicles in the Environment of Cities and the Improvement in Air Pollution in Europe: A Vision for the Awareness of Citizens and Policy Makers

Land ◽  
2021 ◽  
Vol 10 (2) ◽  
pp. 184
Author(s):  
Javier Cárcel-Carrasco ◽  
Manuel Pascual-Guillamón ◽  
Fidel Salas-Vicente
Keyword(s):  
Air Pollution ◽  
Road Traffic ◽  
Urban Environments ◽  
Transport Systems ◽  
Sustainable Transport ◽  
Policy Makers ◽  
Indirect Measure ◽  
Large Cities ◽  
Combustion Gases ◽  
Short Time

Today, the design and remodeling of urban environments is being sought in order to achieve green, healthy, and sustainable cities. The effect of air pollution in cities due to vehicle combustion gases is an important part of the problem. Due to the indirect effect caused by the Covid-19 pandemic, political powers in Europe have imposed confinement measures for citizens by imposing movement restrictions in large cities. This indirect measure has given us a laboratory to show how the reduction in vehicle circulation affects in a short time the levels of air pollution in cities. Therefore, this article analyzes the effect in different European cities such as Milan, Prague, Madrid, Paris, and London. These cities have been chosen due to their large amount of daily road traffic that generates high levels of pollution; therefore, it can clearly show the fall in these pollutants in the air in the analyzed period. The results shown through this study indicate that the reduction in combustion vehicles greatly affects the levels of pollution in different cities. In these periods of confinement, there was an improvement in air quality where pollutant values dropped to 80% compared to the previous year. This should serve to raise awareness among citizens and political powers to adopt measures that induce sustainable transport systems.

Emotional Labor: Links to Depression and Work-Related Musculoskeletal Disorders in Call Center Workers

2016 ◽  
Vol 65 (8) ◽  
pp. 346-354 ◽  
Author(s):  
Hye-Jin Kim ◽  
Jina Choo
Keyword(s):  
Low Back Pain ◽  
Back Pain ◽  
Depressive Symptoms ◽  
Emotional Labor ◽  
Call Center ◽  
Low Back ◽  
Deep Acting ◽  
Work Related ◽  
Work Related Musculoskeletal Disorders ◽  
Call Center Workers

Little evidence links emotional labor to either psychological or physical health. This study determined whether the two types of emotional labor (i.e., surface vs. deep acting) were significantly associated with depressive symptoms and work-related musculoskeletal disorders in call center workers. A cross-sectional study was conducted with 274 workers recruited from a call center in Seoul, South Korea. In adjusted regression models, levels of surface, but not deep, acting were significantly and positively associated with depressive symptoms. Higher surface acting levels were significantly and positively associated with low back pain; higher deep acting levels were significantly and inversely associated with low back pain. Study findings could inform occupational health nurses as they delineate differentiated strategies, according to the nature of surface and deep acting, to promote psychological and physical health in call center workers.

Urban Transportation Planning for Air Quality Management: Case Study in Delhi, India, of Role of Social and Economic Costs in Welfare Maximization of Mobility Choice

2002 ◽  
Vol 1817 (1) ◽  
pp. 42-49 ◽  
Author(s):  
Karolin Kokaz ◽  
Peter Rogers
Keyword(s):  
Air Pollution ◽  
Growth Rates ◽  
Urban Areas ◽  
Travel Demand ◽  
Urban Air Pollution ◽  
Sustainable Transportation ◽  
Transport Sector ◽  
Large Cities ◽  
Environmental Goals ◽  
Management Case Study

Recent economic expansion and population growth in developing countries have had a big impact on the development of large cities like Delhi, India. Accompanied by Delhi’s rapid spatial growth over the last 25 years, urban sprawl has contributed to increased travel. The vehicle fleet projected at current growth rates will result in more than 13 million vehicles in Delhi in 2020. Planning and managing such a rapidly growing transport sector will be a challenge. Choices made now will have effects lasting well into the middle of the century. With such rapid transport growth rates, automobile emissions have become the fastest increasing source of urban air pollution. In India, most urban areas, including Delhi, already have major air pollution problems that could be greatly exacerbated if growth of the transport sector is managed unwisely. The transport plans designed to meet such large increases in travel demand will have to emphasize the movement of people, not vehicles, for a sustainable transportation system. Therefore, a mathematical model was developed to estimate the optimal transportation mix to meet this projected passenger-km demand while satisfying environmental goals, reducing congestion levels, and improving system and fuel efficiencies by exploiting a variety of policy options at the minimum overall cost or maximum welfare from transport. The results suggest that buses will continue to satisfy most passenger transport in the coming decades, so planning done in accordance with improving bus operations is crucial.

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