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A test of basic assumptions of Affective Events Theory (AET) in call centre work

Wegge, Jurgen and van Dick, Rolf and Fisher, Gary K and West, Michael and Dawson, Jeremy F (2006) A test of basic assumptions of Affective Events Theory (AET) in call centre work. British Journal of Management, 17 (3). pp. 237-254. ISSN 1045-3172

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Abstract

Based on data from 2091 call centre representatives working in 85 call centres in the UK, central assumptions of affective events theory (AET) are tested. AET predicts that specific features of work (e.g. autonomy) have an impact on the arousal of emotions and moods at work that, in turn, co-determine job satisfaction of employees. AET further proposes that job satisfaction is an evaluative judgement that mainly explains cognitive-based behaviour, whereas emotions and moods better predict affective-based behaviour. The results support these assumptions. A clear separation of key constructs (job satisfaction, positive and negative emotions) was possible. Moreover, correlations between several work features (e.g. supervisory support) and job satisfaction were, in part, mediated by work emotions, even when controlling for gender, age, call centre type (in-house versus outsourced centres) and call centre size. Predictions regarding consequences of satisfaction and affect were partly corroborated as continuance commitment was more strongly related to job satisfaction than to positive emotions. In addition, affective commitment and health complaints were related to both emotions and job satisfaction to the same extent. Thus, AET is a fruitful framework for explaining why and how specific management strategies used for designing work features influence important organizational attitudes and well-being of employees.

Item Type: Article
Journal or Publication Title: British Journal of Management
Subjects: H Social Sciences > HD Industries. Land use. Labor
Departments: Lancaster University Management School > Lancaster University Management School - Other > Centre for Performance-Led HR
ID Code: 57325
Deposited By: ep_importer_pure
Deposited On: 03 Oct 2012 11:05
Refereed?: Yes
Published?: Published
Last Modified: 09 Apr 2014 23:59
Identification Number:
URI: http://eprints.lancs.ac.uk/id/eprint/57325

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