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...

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Bibliographic Details
Main Authors: Collewet, Marion, Sauermann, Jan
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
Description
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