Developing Cooperative Teams to Support Individual Performance and Well-Being in a Call Center in China

Dean Tjosvold (), Nancy Yifeng Chen (), Xu Huang () and Da Xu ()
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Dean Tjosvold: Lingnan University
Nancy Yifeng Chen: Lingnan University
Xu Huang: The Hong Kong Polytechnic University
Da Xu: China Mobile Group Shanghai Co., Ltd.

Group Decision and Negotiation, 2014, vol. 23, issue 2, No 8, 325-348

Abstract: Abstract The theory of cooperation and competition, though developed in the West, may be useful to develop and analyze productive teamwork in China. Three hundred and sixty-eight employees from a call center participated in a cooperative teamwork 1-day workshop followed by daily practice. Results support the hypothesis that cooperative teams strengthen relationships, reduce turnover, and improve productivity of individual team members. During the 2-month period, team members increased the number of phones answered by nearly 40%, reduced customer complaints by over 55%, and lowered the turnover by over 20%, while the control call centers had either minor increases or decreases in these measures. These results support that the theory of cooperation and competition can guide the development of effective teams in China and that cooperative teams can improve the performance of individual employees.

Keywords: Stress management; Cooperative teamwork; Call center; Workplace quality; China (search for similar items in EconPapers)
Date: 2014
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Citations: View citations in EconPapers (5)

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DOI: 10.1007/s10726-012-9314-6

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