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

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. © 2006 British Academy of Management.

A study in Britain and France of the development of cross-cultural in-house sales training using distance learning.

The thesis is concerned with cross-cultural distance learning in two countries: Great Britain and France. Taking the example of in-house sales training, it argues that it is possible to develop courses for use in two or more countries of differing culture and language. Two courses were developed by the researcher. Both were essentially print-based distance-learning courses designed to help salespeople achieve a better understanding of their customers. One used a quantitative, the other qualitative approach. One considered the concept of the return on investment and the other, for which a video support was also developed, considered the analysis of a customer's needs. Part 1 of the thesis considers differences in the training context between France and Britain followed by a review of the learning process with reference to distance learning. Part 2 looks at the choice of training medium course design and evaluation and sets out the methodology adopted, including problems encountered in this type of fieldwork. Part 3 analyses the data and draws conclusions from the findings, before offering a series of guidelines for those concerned with the development of cross-cultural in-house training courses. The results of the field tests on the two courses were analysed in relation to the socio-cultural, educational and experiential background of the learners as well as their preferred learning styles. The thesis argues that it is possible to develop effective in-house sales training courses to be used in two cultures and identifies key considerations which need to be taken into account when carrying out this type of work.

Design and construction for traditional house building

This study is concerned with quality and productivity aspects of traditional house building. The research focuses on these issues by concentrating on the services and finishing stages of the building process. These are work stages which have not been fully investigated in previous productivity related studies. The primary objective of the research is to promote an integrated design and construction led approach to traditional house building based on an original concept of 'development cycles'. This process involves the following: site monitoring; the analysis of work operations; implementing design and construction changes founded on unique information collected during site monitoring; and subsequent re-monitoring to measure and assess Ihe effect of change. A volume house building firm has been involved in this applied research and has allowed access to its sites for production monitoring purposes. The firm also assisted in design detailing for a small group of 'experimental' production houses where various design and construction changes were implemented. Results from the collaborative research have shown certain quality and productivity improvements to be possible using this approach, albeit on a limited scale at this early experimental stage. The improvements have been possible because an improved activity sampling technique, developed for, and employed by the study, has been able to describe why many quality and productivity related problems occur during site building work. Experience derived from the research has shown the following attributes to be important: positive attitudes towards innovation; effective communication; careful planning and organisation; and good coordination and control at site level. These are all essential aspects of quality led management and determine to a large extent the overall success of this approach. Future work recommendations must include a more widespread use of innovative practices so that further design and construction modifications can be made. By doing this, productivity can be improved, cost savings made and better quality afforded.

House building productivity : a study of labour requirements on Scottish house building sites using activity sampling methods

This study is concerned with labour productivity in traditional house building in Scotland. Productivity is a measure of the effective use of resources and provides vital benefits that can be combined in a number of ways. The introduction gives the background to two Scottish house building sites (Blantyre and Greenfield) that were surveyed by the Building Research Establishment (BEE) activity sampling method to provide the data for the study. The study had two main objectives; (1) summary data analysis in average manhours per house between all the houses on the site, and (2) detailed data analysis in average manhours for each house block on the site. The introduction also provides a literature review related to the objectives. The method is outlined in Chapter 2, the sites are discussed in Chapter 3, and Chapter 4 covers the method application on each site and a method development made in the study. The summary data analysis (Chapter 5) compares Blantyre and Greenfield, and two previous BEE surveys in England. The main detailed data analysis consisted of three forms, (Chapters 6, 7 and 8) each applied to a set of operations. The three forms of analysis were variations in average manhours per house for each house block on the site compared with; (1) block construction order, (2) average number of separate visits per house made by operatives to each block to complete an operation, and (3) average number of different operatives per house employed on an operation in each block. Three miscellaneous items of detail data analysis are discussed in Chapter 9. The conclusions to the whole study state that considerable variations in manhours for repeated operations were discovered, that the numbers of visits by operatives to complete operations were large and that the numbers of different operatives employed in some operations were a factor related to productivity. A critique of the activity sampling method suggests that the data produced is reliable in summary form and can give a good context for more detailed data collection. For future work, this could take the form of selected operations, with the context of an activity sampling survey, that wuld be intensively surveyed by other methods.