The high costs of outsourcing: Vendor errors, customer mistreatment, and well‐being in call centers
研究美国电信行业内部呼叫中心员工因外包供应商错误而增加工作负担、遭受客户虐待，进而导致情绪耗竭、工作满意度下降和缺勤率上升，并发现员工自主决策权能缓解这些负面影响。
Abstract We analyze the impact of outsourcing on the well‐being of internal call center employees in the U.S. telecommunications industry. Our findings draw on mixed‐methods data. The qualitative findings suggest that internal employees experienced escalating job demands connected to errors by third‐party call center vendors and their employees due to additional work and intensified customer frustrations. SEM results show sequential mediation between the time internal employees spent correcting vendor errors, customer mistreatment of employees, emotional exhaustion, job satisfaction, and absenteeism. Employee autonomy over customer‐related decisions appeared to help workers manage these job demands and their effects on well‐being.