Working hours and productivity
"This paper studies the link between working hours and productivity using daily information on working hours and performance of a sample of call centre agents. We exploit variation in the number of hours worked by the same employee across days and weeks due to central scheduling, enabling us to...
| Main Authors: | , |
|---|---|
| Institution: | ETUI-European Trade Union Institute |
| Format: | TEXT |
| Language: | English |
| Published: |
Maastricht
2017
Maastricht University |
| Subjects: | |
| Online Access: | https://www.labourline.org/KENTIKA-611012443929-Working-hours-and-productivity.htm |
| Summary: | "This paper studies the link between working hours and productivity using daily information on working hours and performance of a sample of call centre agents. We exploit variation in the number of hours worked by the same employee across days and weeks due to central scheduling, enabling us to estimate the eect of working hours on productivity. We nd that as the number of hours worked increases, the average handling time for a call increases, meaning that agents become less productive. This result suggests that fatigue can play an important role, even in jobs with mostly part-time workers." |
|---|---|
| Physical Description: | 35 p. Digital |