Get the most out of your call center and make it more effective with Ozeki Phone System XE
Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ......
Transcript of Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ......
![Page 1: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/1.jpg)
Tammy D. Allen University of South Florida
CROET November, 2008
![Page 2: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/2.jpg)
Brief overview on work and family roles
Work-family conflict and well-being
Overview of family-supportive policies and what companies are offering
Research on effectiveness – Dependent care – Flexibility – Beyond benefits: family-supportive workplace
![Page 3: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/3.jpg)
Family inputs: Financial resources Caregiving
Approach: Circa 1950 - each gender had a specific role Today - multiple roles likely for each partner
![Page 4: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/4.jpg)
Results Each individual experiences conflicts
juggling time and energy to paid work and to family caregiving
Heavy and increasing total workload – Implications for employee and family health
and well-being
![Page 5: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/5.jpg)
Work-family conflict – The degree that participation in one role (work or family) is
made more difficult due to participation in the other role (Greenhaus & Beutell, 1985).
Work-family conflict can originate in either domain – Work can interfere with family (WIF) – Family can interfere with work (FIW)
WFC is a workplace hazard!
![Page 6: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/6.jpg)
Meta-analytic research – Meta-analysis is a statistical technique for combining
findings from multiple studies – Provides a more precise estimate of relationship
Background – More research on WIF than on FIW – Predictors of WIF tend to reside in the work domain – Predictors of FIW tend to reside in the family domain
![Page 7: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/7.jpg)
Work-related Family-related General health
Turnover intent Life satisfaction Burnout
Job satisfaction Marital satisfaction Depression
Org commitment Family satisfaction Psychological strain
Job performance Family-related stress
Physical health
Work-related stress
Based on Allen et al., 2000; Kossek & Ozeki, 1998, 1999; Mesmer-Magnus& Viswesvaran, 2006
![Page 8: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/8.jpg)
Work-related General health
Job satisfaction Life satisfaction
Organizational commitment
Burnout
Withdrawal behavior
![Page 9: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/9.jpg)
Health Behaviors – Tobacco use – Alcohol abuse – Exercise – Eating
Safety Behavior
![Page 10: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/10.jpg)
Child Health & Behavior
• Father’s WIF and job demands indirectly related to children’s acting out behavior (Stewart & Barling,1996).
• Parental WIF directly related to adolescent problems and grades (Voydanoff, 2004).
• Adolescents’ self-reported aggression related to maternal WIF (Phares & Allen, 2004)
• Parental WIF related to family dinner frequency (Allen, Shockley, Poteat, 2008).
![Page 11: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/11.jpg)
WIF
FIW
Negative emotions
Family satisfaction
Work satisfaction
Health behaviors
Life satisfaction
Physical health
Based on Greenhaus, Allen, & Spector,2006
![Page 12: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/12.jpg)
Work hours
Flexibility WIF
Mother’s eating behavior
Fast food frequency
Family dinner frequency
Child eating behavior
Child weight /BMI
Supervisor support
![Page 13: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/13.jpg)
WFC relates to a wide variety of behavioral and health outcomes
Most research cross-sectional
Most research based on self-reports
Most research uses middle-class samples
Multiple roles have benefits too!!
![Page 14: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/14.jpg)
![Page 15: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/15.jpg)
Flexibility Dependent care Flexible scheduling Subsidized childcare costs Compressed work week Dependent care assistance
plans Job sharing Childcare centers Telecommuting Sick child care Parental leave Lactation accommodation
Adoption assistance Elder care
![Page 16: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/16.jpg)
Hewitt & Associates (http://www.hewittassociates.com/Intl/NA/en-US/OurServices/ServiceTool.aspx?cid=4127)
– Salaried Work/life benefits – 916 major U.S. employers – Same group polled every year
Society for Human Resource Management (http://shrmstore.shrm.org/browse.cfm/4,5038.html)
– HR professionals from membership – Participants can vary from year to year
Families and Work Institute (http://familiesandwork.org/site/research/reports/2008nse.pdf)
– 2008 national study of employers
![Page 17: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/17.jpg)
Dependent care Hewitt SHRM DCAP 94% 71%
Resource & referral 42% 18%
Childcare/onsite/nearsite 13% 3%
Sick/emergency care 13% 7%
Lactation 11% 18%
Eldercare R&R 38% 20%
![Page 18: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/18.jpg)
Flexibility Hewitt SHRM Flextime 60% 50%
Telecommuting 30% 34/17%
Compressed work week 22% 31%
Job sharing 27% 22%
![Page 19: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/19.jpg)
2008 NSE - changes from 1998 to 2008 companies with 100 or more employees
1998 2008 % allowing at least some employees to periodically change quit times within some range of hours
68% 79%
% allowing at least some employees move from FT to PT work and back again while at some position
57% 47%
Full pay during maternity-related disability 27% 16%
Eldercare resource and referral 23% 39%
% providing an EAP to help with work/personal life 56% 65%
Health insurance coverage for domestic partners 14% 31%
Pay health insurance premium of all family members 13% 4%
% providing private space for breastfeeding 37% 53%
![Page 20: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/20.jpg)
Can look at individual practices or at a more aggregate level
Limited research on some practices – Most data available on flexibility practices
Criterion issue
![Page 21: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/21.jpg)
Little research linking employer-sponsored dependent care and WFC
At least one study found dependent care use positively associated with WIF for dual-career women (Hammer et al., 2005)
WFC has been associated with childcare satisfaction (Mesmer-Magnus & Viswesvaran, 2006)
Need to distinguish between use and availability
![Page 22: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/22.jpg)
Lots of attention on flexibility
Is flexibility the answer to managing work and nonwork??
![Page 23: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/23.jpg)
Baltes et al. (1999) meta-analysis
– Flextime schedules positively influenced productivity, job satisfaction, absenteeism, and satisfaction with work schedule.
Study did not include work-family conflict
![Page 24: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/24.jpg)
Meta-analytic research has produced conflicting results Distinguish between FWA use and FWA availability
Closer look at individual studies with work-family conflict (FIW, WIF) as dependent variable
Distinguish between flextime and flexplace
Allen & Shockley (in press)
![Page 25: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/25.jpg)
Considerable variation in measures and results across studies
Small effect sizes; stronger findings for perceptions of availability
Stronger relationship with WIF than FIW
Several studies indicate that FWA use relates to more FIW – Telework users reported more time-based FIW than did nonusers
(Lapierre & Allen, 2006) – Use of FWA (composite measure) positively related to wives FIW over
time (Hammer et al. 2005)
Overall no compelling evidence that FWA is a generally effective tool for managing work-family conflict.
![Page 26: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/26.jpg)
Outcome k Mean r
Work-family conflict 19 -.11
Job satisfaction 28 .09
Performance: self-report 9 .01
Performance: other-report 4 .18
Intent to leave 9 -.08
Role stress 11 -.11
Perceived career prospects 8 .00
Meta-analysis (Gajendran & Harrison, 2007)
![Page 27: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/27.jpg)
FWA not created equal
Moderators: FWA will not benefit everyone to the same degree
FWA may be a more useful tool for increasing productivity than for decreasing employee WFC
![Page 28: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/28.jpg)
Strategic HRM approach – WF policies more effective if clustered/implemented with other HR
policies than if adopted piecemeal
Firms with more extensive bundles of work-family initiatives had higher profit and sales growth, market share, and internal organizational performance (Perry-Smith & Blum, 2000).
Research on companies WM magazine (Cascio & Young, 2003). – 100 Best Firms Working Mother Magazine 100 - publicly traded – The productivity of the WM best companies exceeded that of the
S&P 500 average in every year of analysis
![Page 29: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/29.jpg)
Based on meta-analytic research (Byron, 2005; Mesmer-Magnus & Viswesvaran, 2006)
Family-supportive supervision associated with less WFC. – Appears more important for WIF than for FIW
Also important to consider the organizational environment as a whole. – What are the shared assumptions, belief, and values that the
organization espouses?
![Page 30: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/30.jpg)
Dimension Definition
Time demands Expectations for long work hours and prioritizing work over family
Perceived career consequences
Employees perceive negative career consequences for using work-family benefits
Work climate for sharing concerns
Climate encourages employees to discuss family concerns with supervisors and co-workers
Work climate for sacrifices
Climate encourages employees to make family sacrifices to support work role performance
Respect for nonwork life Worker nonwork roles are valued
Sources:e.g., Thompson et al., 1999
![Page 31: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/31.jpg)
Organizational practices can make a difference, probably… – Limited research evidence on specific practices – Variation across criteria
Need to consider formal and informal practices – some research suggests informal work-family support more
important in terms of mitigating WFC than are formal benefits
Challenge long held assumptions about the ideal worker – Performance and productivity is typically more broadly defined by
employees than by organizations – Success at one level, that fosters workaholism, while beneficial to
the employer in the short run, may hurt individual and family health and well-being
– Hidden costs to employer: divorce, depression, child-wellbeing
![Page 32: Tammy D. Allen - ohsu.edu on Allen et al., 2000; Kossek & Ozeki, 1998, ... Hewitt & Associates ... change quit times within some range of hours](https://reader034.fdocuments.in/reader034/viewer/2022051508/5ac183d47f8b9aca388d1d6c/html5/thumbnails/32.jpg)