What's trust got to do with it? Perceptions of trust in call centres
Date
2011
Authors
Zeenobiyah, H.
Burgess, J.
Connell, J.
McDonnell, A.
Editors
Laneyrie, F.
Li, L.
Markey, R.
Li, L.
Markey, R.
Advisors
Journal Title
Journal ISSN
Volume Title
Type:
Conference paper
Citation
Proceedings of the 25th Conference of the Association of Industrial Relations Academics of Australia and New Zealand (AIRAANZ), 2011 / Laneyrie, F., Li, L., Markey, R. (ed./s), pp.1-13
Statement of Responsibility
Conference Name
Dialogue Downunder : 25th AIRAANZ conference 2011 (2 Feb 2011 - 4 Feb 2011 : Auckland, New Zealand)
Abstract
In the organisational context, high-trust relations can be seen as both conducive to and an indicator of a positive and productive workplace climate.Since their emergence, call centres have been criticised in the literature for poor people management.The evidence raised in the extensive body of literature suggests these organisations contain low-trust conditions.This study aimed to gauge trust from the perspective of those on the front-line,and adopted an exploratory approach to examine (a) the extent to which Customer Service Representatives (CSRs) trust their supervisors and managersand(b) the conditions under which "trust‟ is established and maintained.Surveys and focus groups were conducted with CSRs in ten call centres. Findings suggest "trust‟ exists despite the existence of low-discretion practices, whilehigher trust relations canbe associated with conditions more likely to existin a small call centres.
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Copyright 2011 AIRAANZ