Premium
Collective Voice and Worker Well‐being: Union Influence on Performance Monitoring and Emotional Exhaustion in Call Centers
Author(s) -
O’Brady Sean,
Doellgast Virginia
Publication year - 2021
Publication title -
industrial relations: a journal of economy and society
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.61
H-Index - 57
eISSN - 1468-232X
pISSN - 0019-8676
DOI - 10.1111/irel.12286
Subject(s) - collective bargaining , emotional exhaustion , employee voice , emotional labor , trade union , focus group , political science , psychology , public relations , non union , social psychology , business , labour economics , economics , burnout , marketing , clinical psychology , medicine , surgery
This study analyses the impact of union actions on worker well‐being. It examines union efforts to reduce emotional exhaustion associated with performance monitoring in call center jobs, drawing on quantitative ( N = 1894) and qualitative (interviews and focus groups) data in the United States. Findings suggest that the effective exercise of collective voice, through collective bargaining and activism by union officials, can reduce emotional exhaustion by promoting fair and developmental monitoring practices.