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Roth, T. W. (2019). Modellbasierte Evaluation gesundheits- und organisationsklimabezogener Interventionen im Call Center. Effekte auf emotionale Dissonanz, Wohlbefinden und unternehmerische Ergebnisse. Hamburg: Dr. Kovač. ISBN: 978-3-339-11436-5
Appears in the 1st quarter of 2020.

Roth, T. W. (2019)


The call center industry is becoming increasingly important in social and economic life. The work in the call center itself is characterized by special challenges and high stress for the employees. Against this background, the aim of this thesis is the longitudinal, theory-based evaluation of training interventions in the Call Center Division of Deutsche Telekom.

The interventions aim at changing the organizational climate and indirectly changing the well-being of the employees as well as the perceived emotional dissonance. The effects on outcome variables such as customer satisfaction, work performance and health rate are also recorded.

The basis of the theory-based evaluation is the development of an impact model of the interventions with the constructs well-being and emotional dissonance as central mediating process variables. The evaluation is based on a longitudinal, experimental design over a period of three years with a total of 13 measurement points. The basic assumption of the model is the effect of the interventions on dimensions of the organizational climate, which in turn have direct effects and effects mediated via well-being and emotional dissonance on customer satisfaction, work performance and health rate. With regard to the validation of the underlying impact model, clear correlations can be seen, especially between the organizational climate and the core variables well-being at work and emotional dissonance. The organizational climate is also related to the result variables customer satisfaction and health rate. The correlations of the core variables with the result variables (customer satisfaction, work performance and health rate) are however different and variant. Also the longitudinal effects of the intervention on the organizational climate, as well as the core and result variables are to be considered differentiated and multi-layered. The results of the study especially show the usefulness of the theory-based evaluation approach for a differentiated consideration of the effects of interventions in the Call Center Division. They also underline the central importance of the aspects of well-being at work and emotional dissonance in this work context. However, the study also highlights the numerous and clearly pragmatic limitations and operational hurdles of a theory-based, longitudinal evaluation of intervention measures, especially when using operational outcome variables in the application field of the Call Center Division.