The impact of physical environment on employee commitment in call centres : the mediating role of employee well-being

Purpose: The purpose of the paper is to examine the effect of the physical environment on employee commitment. It explores how favourable working conditions can affect an employee's sense of well-being which in turn can generate higher levels of employee commitment. Methodology: A questionnaire instrument based upon previously validated measures was completed by 65 front line call centre employees. Baron and Kenny (1986) four-step procedure for testing mediation effects was adopted. Findings: The statistical analysis confirms that confirms that employee well-being mediates the relationship between physical environment and employee commitment Practical Implications: The call centre industry need to make employees more autonomous by reducing the level of scripting, encouraging greater involvement and participation in work systems and setting targets and the organization of regular team events.div_BaMAllen, V. L., & Greenberger, D. B. (1980). Destruction and Perceived Control. In A. Baum & J. E. Singer (Eds.), Advances in Environmental Psychology: Volume 2: Applications of Personal Control. New Jersey: Erlbaum. Anderrson, E., & Jansson, A. (2006, May 23-25). A Call for Learning - A model for Developmental Learning in Call Centres. Paper presented at the 6th UFHRD/AHRD Conference on Human Resource Development Research and Practice across Europe, Tilburg. Anderson, C., & Martin, M. (1995). Why employees speak to coworkers and bosses. Journal of Business Communication, 32(3), 249-265. Anderson, E., & Jansson, A. (2006, May 23-25). A Call for Learning - A model for Developmental Learning in Call Centres. Paper presented at the 6th UFHRD/AHRD Conference on Human Resource Development Research and Practice across Europe, Tilburg. Bandura, A. (1986). Social Foundations of Thought and Action. Englewood Cliffs: Prentice Hall. Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic and statistical considerations. Journal of Personality and Social Psychology, 51, 1173-1182. Batt, R., & Applebaum, E. (1995). Worker Participation in Diverse Settings: Does the Form Affect the Outcome, & If So, Who Benefits? British Journal of Industrial Relations, 33(3), 353-378. Begley, T. M. (1998). Coping strategies as predictors of employee distress and turnover after an organisational consolidation: a longitudinal study. Journal of Occupational and Organizational Psychology, 71(4), 305-329. Bockerman, P., & Ilmakunnas, P. (2006). Do Job Disamenities raise wages or ruin job dissatisfaction? International Journal of Manpower, 27(3), 290-302. Brill, M. (1992). Workspace Design and Productivity. Healthcare Forum, 35(5), 22-43. Brown, M. (1996). Spaceshuffle. Management Today(January), 66-74. Chatterjee, A., & Dutta Roy, D. (1991). Awareness of External Environment, Environmental Satisfaction and Perceived Environmental Uncertainty Indian Journal of Applied Psychology, 29(2), 74-77. Cooper, C. L., & Cartwright, S. (1996). Mental Health and Stress in the Workplace: A Guide for Employers. London: HMSO. Cunha, R. C., & Cooper, C. L. (2002). Does privatization affect corporate culture and employee wellbeing? Journal of Managerial Psychology, 17(1), 21-49. Deery, S. J., Iverson, R. D., & Walsh, J. T. (2002). Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion & Employee Withdrawal. Journal of Management Studies, 39(4), 471-496. Eisenberger, R., Fasolo, P., & Davis-LaMastro, V. (1990). Perceived Organisational Support and Employee Diligence, Commitment and Innovation. Journal of Applied Psychology, 75(1), 51-59. Greenberger, D. B., Strasser, S., Cummings, L. L., & SDunham, R. B. (1989). The Impact of Personal Control on Performance and Satisfaction. Organisational Behaviour and Human Decision Process, 43(29-51). Guest, D., & Conway, N. (2004). Employee Well-Being and the Psychological Contract: A Research Report. London: CIPD. Gyekye, S. A. (2006). Safety Management: Perceptions of Workplace Safety. Professional Safety, 51(7), 34-41. Heaney, C. A., Israel, B. A., Schurman, S. J., Baker, E. A., House, J. S., & Hugentobler, M. (1993). Industrial Relations, Worksite Stress Reduction, and Employee Well-being: A Participatory Action Research Investigation. Journal of Organizational Behavior, 14(5), 495-510. Hedge, A. (1982). The Open-Plan Office: A Systematic Investigation of Employee Reaction to their Work Environment. Environment and Behaviour, 14(5), 519-542. Holman, D. (2002). Employee Well-being in Call Centres. Human Resource Management Journal, 12(4), 35-51. Holman, D. (2003). Employee Well-being in Call Centres. Human Resource Management Journal, 12(4), 35-51. Holman, D. (2003). Phoning in Sick? An Overview of Employee Stress in Call Centres. Leadership and Organisational Development Journal, 24(3), 123-130. Houlihan, M. (2000). Eyes Wide Shut? Querying the Depth of Call Centre Learning. Journal of European Industrial Training, 24(2/3/4), 228-240. Houlihan, M. (2001). Managing to Manage? Stories from the Call Centre Floor. Journal of European Industrial Training, 25(2/3/4), 208-220. Huang, Y. H., Robertson, M. M., & Chang, K. I. (2004). The role of environmental control on environmental satisfaction, communication, and psychological stress: effects of office ergonomics training. Environment and Behavior, 36(1), 617-638. Ilozor, B. D., Love, P. E. D., & Treloar, G. (2002). The Impact of Work Settings on Organisational Performance Measures in Built Facilities. Facilities, 20(1/2), 61-68. Israel, B. A., Schurman, S. J., & House, J. S. (1989). Action Research on Occupational Stress: Involving Workers as Researchers. International Journal of Health Services, 19, 135-155. Kornhauser, A. (1965). Mental Health of the Industrial Worker. New York: Wiley. Larsen, L., Adams, J., Deal, B., Kweon, B., & Tyler, E. (1998). Plants in the Workplace: The Effect of Plant Density on Productivity, Attitude and Perceptions. Environment and Behavior, 30(3), 261-281. Lee, S. Y. (2006). Expectations of Employees Towards the Workplace and Environmental Satisfaction. Facilities, 24(9/10), 343-353. Lee, S. Y., & Brand, J. M. (2005). Effects of Control over Officer Workspace on Perceptions of the Work Environment and Work Outcomes. Journal of Environmental Psychology, 25(3), 323-333. London, M., & Larsen, H. (1999). Relationships between feedback and self-development. Group and Organization Management, 24(1), 5-27. Martocchio, J. J., & Harrison, D. A. (1993). To be there or not to be there? Questions, theories and methods in absenteeism research. Research in Personnel and Human Resources Management, 11, 259-328. Mathieu, J. E., & Zajac, D. M. (1990). A review and meta-analysis of the antecedents, correlates, and consequences of organizational commitment. Psychological Bulletin,, 108, 171-194. McGrath, J. E. (1976). Stress & Behavior in Organisations. In M. D. Dunnette (Ed.), Handbook of Industrial and Organizational Psychology (pp. 1351-1395). Chicago: Rand McNally and Company. Mohr, R. (1996). Office Space is a Revenue Enhancer, Not an Expense. National Real Estate Investor, 38(7), 46-47. Mulholland, K. (2002). Gender, Emotional Labour and Teamworking in a Call Centre. Personnel Review, 31(3), 283-303. Nenonen, S. (2004). Analysing the Intangible Benefits of Work Space. Facilities, 22(9/10), 233-239. Oppenheim, A. N. (1992). Questionnaire Design, Interviewing & Attitude Measurement: New Edition. London: Pinter Publishers. Phillips, J. S., & Lord, R. G. (1986). Notes on the Practical and Theoretical Consequences of Implicit Leadership Theories for the Future of Leadership Measurement. Journal of Management, 12, 31-41. Podsakoff, P. M., & Organ, D. W. (1986). Self-reports in organizational research: problems and prospects. Journal of Management, 12(4), 531-544. Rogg, K. L., Schmidt, D. B., Shull, C., & Schmitt, N. (2001). Human resource practices, organizational climate, and customer satisfaction. Journal of Management, 27(431-449). Sargent, L. D., & Deborah, T. J. (1998). The Effects of Work Control and Job Demands on Employee Adjustment and Work Performance. Journal of Organisational and Occupational Psychology, 71, 216-236. Seaward, B. L. (1994). Managing Stress: Principles & Strategies for Health & Wellbeing. London: Jones & Bartlett Publishers Spreckelmeyer, K. F. (1993). Office Relocation and Environmental Change: A Case Study. Environment and Behavior, 25, 181-204. Spreitzer, G. M. (1996). Social Structural Characteristics of Psychological Empowerment. Academy of Management Journal, 39(2), 483-504. Sprigg, C. A., & Jackson, P. R. (2006). Call Centers as Lean Service Environments: Job Related Strain and the Mediating Role of Work Design. Journal of Occupational Health Psychology, 11(2), 197-212. Sprigg, C. A., Smith, P. R., & Jackson, P. C. (2003). Psychosocial risk factors in call centres: an evaluation of work design & well-being (Research Report 169). Sheffield University of Sheffield / Health & Safety Executive. Stallworth, O. E., & Kleiner, B. H. (1996). Recent Developments in Office Design. Facilities, 14(1/2), 34-42. Statt, D. A. (1994). Psychology of Work. London: Macmillan. Stellman, J. M., Klitzman, S., Gordon, G. C., & Snow, B. R. (1987). Work Environment and the Well-being of Clerical and VDT Workers. Journal of Occupational Behavior, 8(2), 95-115. Sutherland, V. J., & Cooper, C. (1990). Psychology & Health Series 5, Understanding Stress: A Psychological Perspective for Health Professionals. London: Chapman and Hall. Sutherland, V. J., & Cooper, C. (1993). Understanding Stress. London: Chapman and Hall. Wayne, S. J., Shore, L. M., & Liden, R. C. (1997). Perceived Organisational Support and Leader Member Exchange: A Social Exchange Perspective. Academy of Management Journal, 40(1), 82-111. Weiss, E. M. (1999). Perceived Workplace Conditions and First-year Teachers Morale, Career Choice Commitment and Planned Retention: A Secondary Analysis. Teaching and Teacher Education, 15, 861-879. Wilson, J. P. (2006, May 23rd-25th). Training and Skills in Contact Centres. Paper presented at the 6th UFHRD/AHRD Conference on Human Resource Development Research and Practice Across Europe, Tilburg, Netherlands. Wise, A. E., Darling-Hammond, L., & Berry, B. (1987). Effective Teacher Selection: From Recruitment to Retention (No. R-3462-NIE/CSTP). Santa Monica.submitted334submitte