A Test of Basic Assumptions of Affective Events Theory (Aet) in Call Centre Work

18 Pages Posted: 17 Aug 2006

See all articles by Jürgen Wegge

Jürgen Wegge

University of Munich - Department of Psychology; Dresden University of Technology

Rolf Van Dick

Aston Business School

Gary K. Fisher

Aston University - Aston Business School

Michael A. West

Aston University - Aston Business School

Jeremy F. Dawson

Aston University - Aston Business School

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.

Suggested Citation

Wegge, Jürgen and van Dick, Rolf and Fisher, Gary K. and West, Michael A. and Dawson, Jeremy F., A Test of Basic Assumptions of Affective Events Theory (Aet) in Call Centre Work. British Journal of Management, Vol. 17, No. 3, pp. 237-254, September 2006, Available at SSRN: https://ssrn.com/abstract=924653 or http://dx.doi.org/10.1111/j.1467-8551.2006.00489.x

Jürgen Wegge (Contact Author)

University of Munich - Department of Psychology ( email )

Geschwister-Scholl-Platz 1
Munich, DE Bavaria 80539
Germany

Dresden University of Technology ( email )

Einsteinstrasse 3
Dresden, 01062
Germany

Rolf Van Dick

Aston Business School ( email )

Aston Triangle
South Wing 715
Birmingham B4 7ET
United Kingdom
0121 359 3611 Ext. 5451 (Phone)
+44 121 359 2919 (Fax)

Gary K. Fisher

Aston University - Aston Business School ( email )

Aston Triangle
Birmingham, B47ET
United Kingdom

Michael A. West

Aston University - Aston Business School ( email )

Aston Triangle
Birmingham, B47ET
United Kingdom

Jeremy F. Dawson

Aston University - Aston Business School ( email )

Aston Triangle
Birmingham, B47ET
United Kingdom

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