Simone Grebner

Working conditions, well-being, and job-related attitudes among call centre agents

A comparison of 234 call centre agents with 572 workers in traditional jobs with long lasting training revealed lower job control and task complexity/variety and higher uncertainty among call agents. However, time pressure, concentration demands, and work interruptions were lower in call agents. Within the call agent sample, controlling for negative affectivity and other working conditions, job control predicted intention to quit, and job complexity/variety predicted job satisfaction and affective commitment. Social stressors and task-related stressors predicted uniquely indicators of well-being and job-related attitudes. Furthermore, data confirm the role of emotional dissonance as a stressor in its own right, as it explained variance in irritated reactions and psychosomatic complaints beyond other working conditions. Results indicate that strong division of labour may be a rather general phenomenon in call centres. Therefore, working conditions of call agents require a redesign by means of job enrichment or—better—organization development. Moreover, measures of social stressors and emotional dissonance should be integrated routinely into stress-related job analyses in service jobs.

BEYOND SELF-REPORT: USING OBSERVATIONAL, PHYSIOLOGICAL, AND SITUATION-BASED MEASURES IN RESEARCH ON OCCUPATIONAL STRESS

The preponderance of studies that rely on self-report for both independent (e.g. stressors) and dependent (e.g. well-being) variables is often deplored, as it creates problems of common method variance, which may lead to inflated, or even spurious, correlations and predictions. It is sometimes suggested that alternative measures should yield more “objective” information on the phenomena under investigation. We discuss this issue with regard to: (a) observational measures of working conditions; (b) physiological measures of strain; and (c) event-based “self-observation” on a micro-level. We argue that these methods are not necessarily “objective.” Like self-report, they are influenced by a plethora of factors; and measurement artifacts can easily be produced. All this can make their interpretation quite difficult, and the conclusion that lack of convergence with self-report automatically invalidates self-report is not necessarily warranted. Especially with regard to physiological measures, one has to keep in mind that they refer to a different response level that follows its own laws and is only loosely coupled with psychological responses. Therefore, replacement is not a promising way to get more reliable estimates of stressor-strain relationships. We argue instead that each method contains both substantive and error variance, and that a combination of various methods seems more auspicious. After discussing advantages and pitfalls of observational, physiological, and self-observational measures, respectively, we report empirical examples from our own research on each of these methods, which are meant to illustrate both the advantages and the problems associated with them. They strengthen the overall conclusion that there is no “substitute” for self-report (which often is necessary to be able to interpret data from other methods, most notably physiological ones). They also illustrate that collecting such data is quite cumbersome, and that a number of conditions have to be carefully considered before using them, and we report some problems we encountered in this research. Altogether, we conclude that self-report measures, if carefully constructed, are better than their reputation, but that the optimal way is to complement them with other measures.

Working conditions and three types of well-being: a longitudinal study with self-report and rating data.

The mean of self-report and observer ratings of working conditions was used to predict 3 types of well-being in 52 young workers: general well-being, job-related well-being, and spillover from work to nonwork domains. Longitudinally, job control predicted spillover. There was no strong evidence for reverse causation. Synchronously, Time 2 job stressors predicted all types of well-being, and job control predicted general well-being. Because dependent variables at Time 1 are controlled for, this indicates short-term effects. Results for stressors are in line with a stress reaction model, indicating a rather quick symptom development but reversibility. The effect of control on spillover, however, suggests a sleeper effect model, with symptoms appearing with delay.

Work stress and patient safety: Observer-rated work stressors as predictors of characteristics of safety-related events reported by young nurses

This study investigates the link between workplace stress and the ‘non-singularity’ of patient safety-related incidents in the hospital setting. Over a period of 2 working weeks 23 young nurses from 19 hospitals in Switzerland documented 314 daily stressful events using a self-observation method (pocket diaries); 62 events were related to patient safety. Familiarity of safety-related events and probability of recurrence, as indicators of non-singularity, were the dependent variables in multilevel regression analyses. Predictor variables were both situational (self-reported situational control, safety compliance) and chronic variables (job stressors such as time pressure, or concentration demands and job control). Chronic work characteristics were rated by trained observers. The most frequent safety-related stressful events included incomplete or incorrect documentation (40.3%), medication errors (near misses 21%), delays in delivery of patient care (9.7%), and violent patients (9.7%). Familiarity of events and probability of recurrence were significantly predicted by chronic job stressors and low job control in multilevel regression analyses. Job stressors and low job control were shown to be risk factors for patient safety. The results suggest that job redesign to enhance job control and decrease job stressors may be an important intervention to increase patient safety.

Chronic job stressors and job control: Effects on event‐related coping success and well‐being

The present study investigates how chronic work characteristics relate to situational work characteristics, and their effect on outcomes such as well-being, problem solving, and calming down. It also examines how the relationship between situational work characteristics and coping strategies affect these outcomes. Based on an event-sampling approach, 23 employees of a counselling agency reported 120 stressful events over 7 days, yielding 92 work-related and 28 private events. Multi-level analyses revealed that with regard to chronic conditions, job control was positively associated with successful calming down and problem solving in stressful situations, whereas job stressors were negatively related to immediate well-being. Chronic stressors and job control can be seen as ‘background’ variables that influence the response to stressful events. For situational factors, stressfulness was negatively associated and controllability was positively associated with immediate well-being and problem solving. In addition, problem-focused coping predicted positively situation-related success in calming down and problem solving. An effect on well-being was found when situational controllability was high, confirming the active coping rule of Perrez and Reicherts (1992). Palliative coping was positively related to successful calming down.

The success resource model of job stress

New developments in concepts and approaches to job stress should incorporate all relevant types of resources that promote well-being and health. The success resource model of job stress conceptualizes subjective success as causal agents for employee well-being and health (Grebner, Elfering, & Semmer, 2008a). So far, very little is known about what kinds of work experiences are perceived as success. The success resource model defines four dimensions of subjective occupational success: goal attainment, pro-social success, positive feedback, and career success. The model assumes that subjective success is a resource because it is valued in its own right, triggers positive affect and emotions (e.g., pleasure, cf., Weiss & Cropanzano, 1996), helps to protect and gain other resources like self-efficacy (Hobfoll, 1998, 2001), has direct positive effects on well-being (e.g., job satisfaction, cf., Locke & Latham, 1990) and health (Carver & Scheier, 1999), facilitates learning (Frese & Zapf, 1994), and has an energizing (Locke & Latham, 1990, 2002) and attention-directing effect (Carver, 2003), which can promote recovery by promoting mental detachment from work tasks in terms of absence of job-related rumination in leisure time (Sonnentag & Bayer, 2005). The model proposes that success is promoted by other resources like job control (Frese & Zapf, 1994) while job stressors, like hindrance stressors such as performance constraints and role ambiguity (LePine, Podsakoff, & LePine, 2005), can work against success (Frese & Zapf, 1994). The model assumes reciprocal direct effects of subjective success on well-being, health, and recovery (upward spiral), and a moderator effect of success on the stressor–strain relationship. The chapter discusses research evidence, measurement of subjective occupational success, value of the model for job stress interventions, future research requirements, and methodological concerns.

Young Adults Entering the Workforce in Switzerland: Working Conditions and Well-Being

The ‘JEQJJAS’ study is about young adults entering the workforce after vocational training in five different occupations. Participants reported data on working conditions and well-being in the last year of vocational training and after one, two, and four years of professional experience. Both with respect to well-being and working conditions, the transition and the first years in the job were characterized by considerable stability; where there was change, it was mostly for the better. There were, however, differences between occupations. for instance, nurses reported comparatively high levels of stress, low levels of job control and high social support. Changing employer showed, on average, positive effects. Change of profession, however, often resulted in better working conditions but indicators of well-being remained unchanged. Besides levels of stress, social support, and job control, appreciation received at work emerged as a key factor for occupational health. The overall pattern of results indicates that the Swiss system of vocational training prepares well for the transition into ‘normal’ work.

Workflow interruptions, cognitive failure and near-accidents in health care

Errors are frequent in health care. A specific model was tested that affirms failure in cognitive action regulation to mediate the influence of nurses’ workflow interruptions and safety conscientiousness on near-accidents in health care. One hundred and sixty-five nurses from seven Swiss hospitals participated in a questionnaire survey. Structural equation modelling confirmed the hypothesised mediation model. Cognitive failure in action regulation significantly mediated the influence of workflow interruptions on near-accidents (p < .05). An indirect path from conscientiousness to near-accidents via cognitive failure in action regulation was also significant (p < .05). Compliance with safety regulations was significantly related to cognitive failure and near-accidents; moreover, cognitive failure mediated the association between compliance and near-accidents (p < .05). Contrary to expectations, compliance with safety regulations was not related to workflow interruptions. Workflow interruptions caused by colleagues, patients and organisational constraints are likely to trigger errors in nursing. Work redesign is recommended to reduce cognitive failure and improve safety of nurses and patients.

Railway-controller-perceived mental work load, cognitive failure and risky commuting

This questionnaire study tests cognitive failures as a mediator of the potential influence of mental work demands and conscientiousness on risky commuting. Participants were 104 railway-controllers (19% female). Failure of memory, attention regulation and action execution were assessed with the Workplace Cognitive Failure (WCF) scale. Mental work demands were measured by the Instrument for Stress-Oriented Task Analysis (ISTA). A structural equation model testing WCF as the mediator of (1) the relationship between mental work demands and risky commuting (p < 0.05) and (2) the link between conscientiousness and risky commuting (p < 0.05) fitted well with empirical data. In railway-controllers frequent interruptions, time pressure, and high concentration demands are likely to increase cognitive load and thereby boost WCF during work and also during commuting, thereby reducing commuting safety. The results underline the need for work redesign to improve commuting safety. Practitioner Summary: Commuting accidents occur frequently and at high cost. This study shows that mental work demands of railway staff are related to cognitive failure and risky commuting behaviour such as failing to give way and overlooking stop signs. Primary prevention of commuting accidents should include reduction of mental workload.

Social stress at work and change in women's body weight.

Social stressors at work (such as conflict or animosities) imply disrespect or a lack of appreciation and thus a threat to self. Stress induced by this offence to self might result, over time, in a change in body weight. The current study investigated the impact of changing working conditions —specifically social stressors, demands, and control at work— on women’s change in weighted Body-Mass-Index over the course of a year. Fifty-seven women in their first year of occupational life participated at baseline and thirty-eight at follow-up. Working conditions were assessed by self-reports and observer-ratings. Body-Mass-Index at baseline and change in Body-Mass-Index one year later were regressed on self-reported social stressors as well as observed work stressors, observed job control, and their interaction. Seen individually, social stressors at work predicted Body-Mass-Index. Moreover, increase in social stressors and decrease of job control during the first year of occupational life predicted increase in Body-Mass-Index. Work redesign that reduces social stressors at work and increases job control could help to prevent obesity epidemic.