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Title: The Relationship Between Job Demands and Key Performance Indicators: Moderating Effects of Job Resources in Call Centers

Authors: Dale J. Dwyer; Marilyn L. Fox

Addresses: Author address listing can be found in the "About the Authors" section at the end of the article.

Abstract: The present study tested the direct and interactive effects of job resources (i.e., control, training, supervisor support, task identity, task significance, skill variety, and feedback) on the relationship between job demands (i.e., role demands, workload demands, and work pacing demands) and multiple indicators of performance (i.e., call duration, number of calls, and customer waiting time) in two call centers. Overall, our study found (1) that training moderated the relationships between role demands and performance, as well as customer waiting time and performance, (2) significant moderating effects of three job content variables (task identity, task significance, feedback) on the relationship between workload demands and performance outcomes, and (3) that control and feedback both interacted with work pacing demands to predict performance. Implications for managing call center employees and future research directions are discussed.

Keywords: Job resources; job demands; performance indicators; call centers.

DOI: 10.1504/JBM.2006.141144

Journal of Business and Management, 2006 Vol.12 No.2, pp.127 - 145

Published online: 05 Sep 2024 *