Based on a survey of Australian call centre managers, this paper explores causal factors associated with absenteeism. The variables are derived from job design, high performance workplace systems and human relations theory. Regression analysis shows that a model including the following variables - pursuit of a value-adding strategy, the presence of self-managed teams, more rather than less performance monitoring, managers with longer tenure and higher-level education qualifications - has relatively strong explanatory power. The authors argue that the results are best interpreted through the lens of human relations theory, which asserts that the alienating character of service factories can to some extent be humanized by management and worker efforts to build workplace communities.
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