References
[1]. Adelmann, P. K. (1989). Emotional labour and employee well-being. Unpublished doctoral
dissertation, University of Michigan, Ann Arbor.
[2]. Aiello, J. R., & Kolb, K. J. (1995). Electronic performance monitoring and social context: Impact
on productivity and stress. Journal of Applied Psychology, 80, 339-353.
[3]. Bandura, A. (1977). Self-efficacy: Toward a unifying theory of behavioral change.
Psychological Review, 84, 191-215.
[4]. Callaghan, G., & Thompson, P. (2002). "We recruit attitude": The selection and shaping of
routine call centre labour. Journal of Management Studies, 39 (2), 233-254.
[5]. Danna, K., & Griffin, R. W. (1999). Health and well-being in the workplace: A review and
synthesis of the literature. Journal of Management, 25, 357-384.
[6]. Ekman, P. (1973). Darwin and facial expression: A century of research in review. , Academic
Press, New York.
[7]. Fernie, S., & Metcalf, D. (1998). '(Not) hanging on the Telephone: Payment systems in the new
sweatshops'. Centrepiece, 3, 7-11.
[8]. Fimian, M., & Blanton, L. (1987). Stress, burnout and role problems among teacher trainees and
first-year Teachers. Journal of Occupational Behavior, 8, 157-165.
[9]. Groot, W., & Brink, H. M. (1999). Job satisfaction and old workers. International Journal of
Manpower, 20 (6), 343-360.
[10]. Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of
Applied Psychology, 60 (2), 159-70.
[11]. Holman, D. (2003). Phoning in sick? An overview of employee stress in call centres. Leadership
& Organization Development, 24 (3), 123-130.
[12]. Income Data Service (IDS). (1999). Pay and conditions in Call centres, 193 St. John Street,
London.
[13]. Jahoda, M. (1958). Current concepts of positive mental health. Newyork; Basic books.
[14]. Kahn, R. L., Wolfe, D. M., Quinn, R. P., Snoek, J. D., & Rosenthal, R. A. (1964).
Organizational stress: Studies in role conflict and ambiguity. New York: John Wiley.
[15]. Ramanathan, C. S. (1991). Stress and job satisfaction: Implications for occupational-social work.
Employee Assistance Quarterly 6 (2), 27-39.
[16]. Tayor & Bain (1999). 'An assembly line in the head': work and employee relations in the call
centre, Industrial Relations, 30 (2), 101 - 117.
[17]. Tuten, T. L., & Neidermeyer, P. L. (2004). Performance, satisfaction and turnover in call centres
the effects of stress and optimism. Journal of Business Research, 57 (1), 26-34
[18]. Warr, P. (1994). A conceptual framework for the study of work and mental health. Work and
Stress, 8 (2), 84 -97.
[19]. Zapf, D., Vogt, C., Seifert, C., Mertini, H., & Isic, A. (1999). Emotion work as a source of stress.
The concept and development of an instrument. European Journal of Work and
Organizational Psychology, 8, 371-400.