The effects of positive affect and personal information search on outcomes in call centers: An empirical study

Lorna Doucet (First Author), Sherry M. B. Thatcher (Participant Author), Matt E. Thatcher (Participant Author)

Research output: Contribution to journalJournal

5 Citations (Web of Science)

Abstract

Despite the increasing availability of computer-based information sources within organizations, employees "continue to rely on other people as important sources of information. However, relatively little is known about the relations among positive affect, personal information search, and related outcomes - especially in organizations. Using data from 276 service representatives in one organization we find that positive affect is positively related to the likelihood of searching for information through personal sources. Moreover, we find that the relations between the likelihood of searching for information via personal sources and work outcomes, such as productivity and job satisfaction, are moderated by positive affect. Specifically, we find that positive affect negatively moderates the relations between personal information search and productivity, but positively moderates the relations between personal information search and job satisfaction. As we will discuss, these findings not only contribute to the IT and organizational behavior literatures but also have significant implications for practitioners.
Original languageEnglish
Pages (from-to)664-673
JournalDecision Support Systems
Volume52
Issue number3
DOIs
Publication statusPublished - 2012

Corresponding author email

doucet@ceibs.edu, smthat01@louisville.edu

Project name

Wharton Financial Institutions Center ;; anonymous retail bank

Project sponsor

其他

Project No.

N/A

Keywords

  • Call center
  • Information search
  • Job satisfaction
  • Personal information source
  • Positive affect
  • Productivity

Indexed by

  • ABDC-A*
  • SCIE
  • Scopus

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