Working conditions,well-being,and job-related attitudes among call centre agents

A comparison of 234 call centre agents with 572 workers in traditional jobs with long lasting training revealed lower job control and task complexity/variety and higher uncertainty among call agents. However, time pressure, concentration demands, and work interruptions were lower in call agents. Within the call agent sample, controlling for negative affectivity and other working conditions, job control predicted intention to quit, and job complexity/variety predicted job satisfaction and affective commitment. Social stressors and task-related stressors predicted uniquely indicators of well-being and job-related attitudes. Furthermore, data confirm the role of emotional dissonance as a stressor in its own right, as it explained variance in irritated reactions and psychosomatic complaints beyond other working conditions. Results indicate that strong division of labour may be a rather general phenomenon in call centres. Therefore, working conditions of call agents require a redesign by means of job enrichment or—better—organization development. Moreover, measures of social stressors and emotional dissonance should be integrated routinely into stress-related job analyses in service jobs.     

A novel automatic procedure for measuring ocular counterrolling: A computeranalytical method to determine the eye’s roll angle while subjects work on perceptual tasks

In investigations of the perception of space, the consideration of ocular counterrolling-the movement of the eye around its visual axis in response to body movement-is crucially important. The angle of this movement must be known in order for one to determine the precise retinal coordinates of a distal object. Following transformation, this stimulus serves as a reliable cue for visual direction. The otolith organs provide information about body tilt and are responsible for ocular counterrolling. A novel, noninvasive method to measure ocular counterrolling, based on the cross-correlation of digitized video pictures of the eyes, is presented. The resolution attained was ≤ 0.1°. The computer analysis is fully automatic and fast, and it can be performed while subjects work on perceptual tasks. No direct access to the eyeballs is required. Data from 4 subjects showing the counterrolling profile in various body positions are presented.     

Metacognitive Experiences: Response to Commentaries

The stimulating commentaries by Huber (2004), Lee (2004), and Pham (2004) raised important questions. This response elaborates on some of their themes by addressing the assessment of naive theories, the role of expectations, the influence of metacognitive experiences on consumer choice, as well as parallels between different metacognitive experiences and moods. Receiving thoughtful and stimulating commentary from three of my favorite consumer researchers, whose work has influenced my own thinking, is a great privilege. In this response, I elaborate on some of the themes of their commentaries (Huber, 2004; Lee, 2004; Pham, 2004), although space constraints do not allow me to do full justice to their thoughts.     

Applicability of two violence risk assessment tools in a psychiatric prison hospital population

The risk of violent behavior is known to be higher for patients who suffer from a severe mental disorder. However, specific prediction tools for clinical work in prison psychiatry are lacking. In this single-center study, two violence risk assessment tools (Forensic Psychiatry and Violence Tool, “FoVOx,” and Mental Illness and Violence Tool, “OxMIV”) were applied to a prison hospital population with a primary psychotic or bipolar disorder and subsequently compared. The required information on all items of both tools was obtained retrospectively for a total of 339 patients by evaluation of available patient files. We obtained the median and inter-quartile range for both FoVOx and OxMIV, and their rank correlation coefficient along with 95% confidence intervals (CIs)—for the full cohort, as well as for cohort subgroups. The two risk assessment tools were strongly positively correlated (Spearman correlation = 0.83; 95% CI = 0.80–0.86). Such a high correlation was independent of nationality, country of origin, type of detention, schizophrenia-spectrum disorder, previous violent crime and alcohol use disorder, where correlations were above 0.8. A lower correlation was seen with patients who were 30 years old or more, married, with affective disorder and with self-harm behavior, and also in patients without aggressive behavior and without drug use disorder. Both risk assessment tools are applicable as an adjunct to clinical decision making in prison psychiatry.