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Training Opportunities and Employee Exhaustion in Call Centres: Mediation by Psychological Contract Fulfilment
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Chambel, Maria Jose; Castanheira, Filipa – International Journal of Training and Development, 2012
The aim of this study is to analyse psychological contract fulfilment as a mechanism through which training affects stress in call centres. The hypotheses were tested on a sample of 412 call centre operators, using structural equation modelling to analyse their survey responses. Our results demonstrated that training is negatively related to…
Descriptors: Fatigue (Biology), Psychology, Affective Behavior, Telecommunications