Work-Life Imbalance in Call Centres and Software Development

25 Pages Posted: 30 Oct 2003

See all articles by Jeff Hyman

Jeff Hyman

University of Aberdeen - Business School

Christopher Baldry

University of Stirling

Dora Scholarios

University of Strathclyde in Glasgow

Dirk Bunzel

Keele University

Abstract

The paper evaluates the centrality of work to employees in two growing employment sectors, callccentres and software development. It then examines evidence for extensions of work into household and family life in these two sectors. Extensions are identified as tangible, such as unpaid overtime, or intangible, represented by incursions imported from work, such as exhaustion and stress. The study finds that organizational pressures, combined with lack of work centrality, result in work intruding into non-work areas of employee lives, though intrusions manifest themselves in different ways according to type of work, levels of worker autonomy and organizational support.

Suggested Citation

Hyman, Jeff and Baldry, Christopher and Scholarios, Dora and Bunzel, Dirk, Work-Life Imbalance in Call Centres and Software Development. British Journal of Industrial Relations, Vol. 41, pp. 215-239, June 2003, Available at SSRN: https://ssrn.com/abstract=418367

Jeff Hyman (Contact Author)

University of Aberdeen - Business School ( email )

Edward Wright Building
Dunbar Street
Aberdeen, Scotland AB24 3QY
United Kingdom
01224 273423 (Phone)

Christopher Baldry (Contact Author)

University of Stirling ( email )

Stirling, Scotland FK9 4LA
United Kingdom
+ 44 0 1786 467 328 (Phone)
+ 44 0 1786 467 329 (Fax)

Dora Scholarios

University of Strathclyde in Glasgow ( email )

16 Richmond Street
Glasgow 1XQ, Scotland G1 1XQ
United Kingdom

Dirk Bunzel

Keele University ( email )

Keele, Staffordshire ST5 5BG
United Kingdom

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