Collective Voice and Worker Well‐being: Union Influence on Performance Monitoring and Emotional Exhaustion in Call Centers

Abstract

This study analyses the impact of union actions on worker well‐being. It examines union efforts to reduce emotional exhaustion associated with performance monitoring in call center jobs, drawing on quantitative ( N = 1894) and qualitative (interviews and focus groups) data in the United States. Findings suggest that the effective exercise of collective voice, through collective bargaining and activism by union officials, can reduce emotional exhaustion by promoting fair and developmental monitoring practices.