Collective Voice and Worker Well‐being: Union Influence on Performance Monitoring and Emotional Exhaustion in Call Centers
本研究基于美国呼叫中心1894名员工的定量数据和定性访谈，发现工会通过集体谈判和行动推动公平、发展性的绩效监控，从而降低员工的情绪耗竭。
This study analyses the impact of union actions on worker well‐being. It examines union efforts to reduce emotional exhaustion associated with performance monitoring in call center jobs, drawing on quantitative ( N = 1894) and qualitative (interviews and focus groups) data in the United States. Findings suggest that the effective exercise of collective voice, through collective bargaining and activism by union officials, can reduce emotional exhaustion by promoting fair and developmental monitoring practices.