{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,11,8]],"date-time":"2025-11-08T23:02:21Z","timestamp":1762642941894,"version":"build-2065373602"},"reference-count":187,"publisher":"MDPI AG","issue":"9","license":[{"start":{"date-parts":[[2023,9,18]],"date-time":"2023-09-18T00:00:00Z","timestamp":1694995200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Administrative Sciences"],"abstract":"<jats:p>The COVID-19 pandemic has made teleworking a widespread form of work for contact center workers in Portugal, who are already used to work processes supported by technological platforms and digital workflows, but with little adherence to remote work. Deepening knowledge about the impact of teleworking on well-being at work is a relevant issue in the context of organizational literature. We conducted 14 semi-structured interviews with contact center workers who work in a large Portuguese company that provides fixed and mobile communication services, as well as customer service platforms. The interviews took place in April and May 2022. All participants had already carried out their functions in person and telework, and they were able to assess how telework added or took away their well-being at work. With the application of thematic analysis, seven themes (the basis for the title \u201cFor Telework, Please Dial 7\u201d) emerged that characterize teleworking as being capable of reinforcing well-being at work: performance, relationship, money, workplace, technology, time, and family. These results contribute to the reinforcement of the growing literature on what contributes to increasing well-being at work, and alert leadership and organizational management are needed to properly configure telework to generate a positive dynamic that fulfils employees\u2019 expectations and reinforces the organization\u2019s sustainability.<\/jats:p>","DOI":"10.3390\/admsci13090207","type":"journal-article","created":{"date-parts":[[2023,9,18]],"date-time":"2023-09-18T05:59:06Z","timestamp":1695016746000},"page":"207","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":8,"title":["For Telework, Please Dial 7\u2014Qualitative Study on the Impacts of Telework on the Well-Being of Contact Center Employees during the COVID19 Pandemic in Portugal"],"prefix":"10.3390","volume":"13","author":[{"given":"Reinaldo Sousa","family":"Santos","sequence":"first","affiliation":[{"name":"Research Unit in Business Sciences and Sustainability (UNICES), University of Maia, 4475-690 Maia, Portugal"}]},{"given":"S\u00edlvia dos Santos","family":"Pereira","sequence":"additional","affiliation":[{"name":"Department of Business Sciences, University of Maia, 4475-690 Maia, Portugal"}]}],"member":"1968","published-online":{"date-parts":[[2023,9,18]]},"reference":[{"key":"ref_1","doi-asserted-by":"crossref","first-page":"102437","DOI":"10.1016\/j.ijinfomgt.2021.102437","article-title":"How does employee cultural background influence the effects of telework on job stress? The roles of power distance, individualism, and beliefs about telework","volume":"62","author":"Adamovic","year":"2022","journal-title":"International Journal of Information Management"},{"key":"ref_2","doi-asserted-by":"crossref","first-page":"511","DOI":"10.1590\/1679-395160287","article-title":"Aspectos cr\u00edticos do teletrabalho em uma companhia multinacional","volume":"15","author":"Aderaldo","year":"2017","journal-title":"Cadernos EBAPE.BR"},{"key":"ref_3","first-page":"1","article-title":"Will it Stay or Will it Go? Analysing Developments in Telework During COVID-19 using online job postings data","volume":"30","author":"Adrjan","year":"2021","journal-title":"OECD Productivity Working Papers"},{"key":"ref_4","unstructured":"Akroyd, Karen, Gordon-Dseagu, Vanessa, and Fairhurst, Paul (2006). Well-Being and Call Centres, Institute for Employment Studies. [1st ed.]."},{"key":"ref_5","doi-asserted-by":"crossref","first-page":"40","DOI":"10.1177\/1529100615593273","article-title":"How effective is telecommuting? Assessing the status of our scientific findings","volume":"16","author":"Allen","year":"2015","journal-title":"Psychological Science in the Public Interest"},{"key":"ref_6","first-page":"148","article-title":"Teletrabalho: Docentes se Reinventando em Tempos de Pandemia","volume":"18","author":"Almeida","year":"2021","journal-title":"Revista FSA (Centro Universit\u00e1rio Santo Agostinho)"},{"key":"ref_7","doi-asserted-by":"crossref","unstructured":"Andrade, Cl\u00e1udia, and Lous\u00e3, Eva P. (2021). Telework and Work\u2013Family Conflict during COVID-19 Lockdown in Portugal: The Influence of Job-Related Factors. Administrative Sciences, 11.","DOI":"10.3390\/admsci11030103"},{"key":"ref_8","doi-asserted-by":"crossref","first-page":"376","DOI":"10.20503\/recape.v9i3.41214","article-title":"A incid\u00eancia de lideran\u00e7a t\u00f3xica em uma empresa multinacional do setor de call center","volume":"9","author":"Andrade","year":"2019","journal-title":"Revista de Carreiras e Pessoas"},{"key":"ref_9","doi-asserted-by":"crossref","first-page":"221","DOI":"10.1002\/sys.21526","article-title":"A systems perspective on contact centers and customer service reliability modeling","volume":"23","author":"Andrade","year":"2020","journal-title":"Systems Engineering"},{"key":"ref_10","first-page":"47","article-title":"The Salutogenic Perspective: Toward a New View of Health and Illness","volume":"4","author":"Antonovsky","year":"1987","journal-title":"Advances, Institute for the Advancement of Health"},{"key":"ref_11","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/j.heliyon.2021.e08165","article-title":"Telework: Systematic literature review and future research agenda","volume":"7","author":"Athanasiadou","year":"2021","journal-title":"Heliyon"},{"key":"ref_12","doi-asserted-by":"crossref","first-page":"309","DOI":"10.1108\/02683940710733115","article-title":"The Job Demands-Resources model: State of the art","volume":"22","author":"Bakker","year":"2007","journal-title":"Journal of Managerial Psychology"},{"key":"ref_13","doi-asserted-by":"crossref","first-page":"25","DOI":"10.1146\/annurev-orgpsych-120920-053933","article-title":"Job Demands\u2013Resources Theory: Ten Years Later","volume":"10","author":"Bakker","year":"2023","journal-title":"Annual Review of Organizational Psychology & Organizational Behavior"},{"key":"ref_14","doi-asserted-by":"crossref","first-page":"170","DOI":"10.1037\/1076-8998.10.2.170","article-title":"Job Resources Buffer the Impact of Job Demands on Burnout","volume":"10","author":"Bakker","year":"2005","journal-title":"Journal of Occupational Health Psychology"},{"key":"ref_15","doi-asserted-by":"crossref","first-page":"1912","DOI":"10.1080\/09585192.2015.1136672","article-title":"Employee Perceptions of HRM and Wellbeing in Nonprofit Organizations: Unpacking the Unintended","volume":"28","author":"Baluch","year":"2017","journal-title":"The International Journal of Human Resource Management"},{"key":"ref_16","doi-asserted-by":"crossref","first-page":"102179","DOI":"10.1016\/j.labeco.2022.102179","article-title":"Are remote work options the new standard? Evidence from vacancy postings during the COVID-19 crisis","volume":"76","author":"Bamieh","year":"2022","journal-title":"Labour Economics"},{"key":"ref_17","unstructured":"Barbosa, Mariana (2022, January 30). Trabalho Remoto Dispara com COVID. Portugal Tem um Milh\u00e3o de Pessoas em Teletrabalho. Available online: https:\/\/eco.sapo.pt\/2020\/08\/05\/trabalho-remoto-dispara-com-covid-portugal-tem-1-milhao-de-pessoas-em-teletrabalho\/."},{"key":"ref_18","doi-asserted-by":"crossref","first-page":"71","DOI":"10.1590\/S1679-39512010000100006","article-title":"Percep\u00e7\u00f5es dos indiv\u00edduos sobre as consequ\u00eancias do teletrabalho na configura\u00e7\u00e3o home-office: Estudo de caso na Shell Brasil","volume":"8","author":"Barros","year":"2010","journal-title":"Cadernos EBAPE.BR"},{"key":"ref_19","doi-asserted-by":"crossref","first-page":"3879","DOI":"10.3390\/ijerph19073879","article-title":"Telework and Worker Health and Well-Being: A Review and Recommendations for Research and Practice","volume":"19","author":"Beckel","year":"2022","journal-title":"International Journal of Environmental Research and Public Health"},{"key":"ref_20","doi-asserted-by":"crossref","first-page":"207","DOI":"10.1016\/j.apergo.2015.07.019","article-title":"The role of organisational support in teleworker wellbeing: A socio-technical systems approach","volume":"52","author":"Bentley","year":"2016","journal-title":"Applied Ergonomics"},{"key":"ref_21","unstructured":"Bergum, Svein (2009). Management of Teleworkers\u2014Managerial Communication of a Distance, Turku School of Economics. [1st ed.]. Available online: https:\/\/www.utupub.fi\/bitstream\/handle\/10024\/98537\/Ae10_2009Bergum.pdf."},{"key":"ref_22","doi-asserted-by":"crossref","first-page":"127","DOI":"10.3166\/rfg.214.127-144","article-title":"Sant\u00e9 au Travail: Voyage en Pays de Lean Management","volume":"37","author":"Bertrand","year":"2011","journal-title":"Revue Fran\u00e7aise de Gestion"},{"key":"ref_23","unstructured":"Blau, Peter M. (1964). Exchange and Power in Social Life, Johnson Wiley and Sons, Inc."},{"key":"ref_24","unstructured":"Blum, Sonja, Koslowski, Alison, and Moss, Peter (2022, February 16). International Review of Leave Policies and Research. Available online: http:\/\/www.leavenetwork.org\/lp_and_r_reports\/."},{"key":"ref_25","doi-asserted-by":"crossref","first-page":"593","DOI":"10.1080\/09585192.2015.1027250","article-title":"Work and Social Well-being: The Impact of Employment Conditions on Quality of Life","volume":"27","author":"Boreham","year":"2016","journal-title":"The International Journal of Human Resource Management"},{"key":"ref_26","doi-asserted-by":"crossref","first-page":"249","DOI":"10.3233\/WOR-152136","article-title":"Explaining the Relation between Precarious Employment and Mental Well-being. A Qualitative Study among Temporary Agency Workers","volume":"53","author":"Bosmans","year":"2016","journal-title":"Work"},{"key":"ref_27","unstructured":"Boxall, Peter, and Purcell, John (2008). Strategy and Human Resource Management, Palgrave Macmillan."},{"key":"ref_28","doi-asserted-by":"crossref","first-page":"77","DOI":"10.1191\/1478088706qp063oa","article-title":"Using thematic analysis in psychology","volume":"3","author":"Braun","year":"2006","journal-title":"Qualitative Research in Psychology"},{"key":"ref_29","doi-asserted-by":"crossref","first-page":"1007","DOI":"10.1177\/0950017012461837","article-title":"Not all that it might seem: Why job satisfaction is worth studying despite it being a poor summary measure of job quality","volume":"26","author":"Brown","year":"2012","journal-title":"Work, Employment and Society"},{"key":"ref_30","unstructured":"Bucater, Aparecida (2016). Lideran\u00e7a \u00e0 Dist\u00e2ncia: Um Estudo Sobre os Desafios de Liderar Equipes em um Contexto de Trabalho Remoto. [Master\u2019s thesis, Universidade Metodista de S\u00e3o Paulo]. Available online: http:\/\/tede.metodista.br\/jspui\/handle\/tede\/1580."},{"key":"ref_31","doi-asserted-by":"crossref","first-page":"99","DOI":"10.4000\/sdt.32796","article-title":"Les centres d\u2019appels, usines modernes? Les rationalisations paradoxales de la relation t\u00e9lphonique","volume":"44","author":"Buscatto","year":"2002","journal-title":"Sociologie du Travail"},{"key":"ref_32","unstructured":"Calabrio (2022, March 05). Health of the Contact Centre. Report. Available online: https:\/\/www.calabrio.com\/uk\/download-the-health-of-the-contact-centre-2021-report\/."},{"key":"ref_33","unstructured":"Campbell, Macaulay, and Gavett, Gretchen (2023, August 05). What COVID-19 Has Done to Our Well-Being, in 12 Charts. Harvard Business Review. Available online: https:\/\/hbr.org\/2021\/02\/what-covid-19-has-done-to-our-well-being-in-12-charts."},{"key":"ref_34","unstructured":"Chambel, Maria J., and Castanheira, Filipa (2010). Trabalhar num Call Center: Dos Mitos \u00e0 Realidade, RH. [1st ed.]."},{"key":"ref_35","doi-asserted-by":"crossref","first-page":"83","DOI":"10.1016\/j.brq.2018.08.004","article-title":"Exploring the influence of the human factor on customer satisfaction in call centres","volume":"22","author":"Chicu","year":"2019","journal-title":"BRQ Business Research Quarterly"},{"key":"ref_36","doi-asserted-by":"crossref","first-page":"298","DOI":"10.1016\/j.jvb.2011.10.005","article-title":"Career transitions and career success in the \u201cnew\u201d career era","volume":"81","author":"Chudzikowski","year":"2012","journal-title":"Journal of Vocational Behavior"},{"key":"ref_37","doi-asserted-by":"crossref","first-page":"1199","DOI":"10.5465\/amj.2014.0506","article-title":"Flourishing via Instrumental Relationships: Moving beyond Instrumental Support","volume":"59","author":"Colbert","year":"2016","journal-title":"Academy of Management Journal"},{"key":"ref_38","first-page":"49","article-title":"Call Centres and Labour Turnover: Do HRM Practices Make a Difference?","volume":"10","author":"Connell","year":"2004","journal-title":"International Employment Relations Review"},{"key":"ref_39","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1080\/09585192.2020.1833070","article-title":"Taking stock in times of COVID-19 and looking towards the future of HR research","volume":"32","author":"Cooke","year":"2021","journal-title":"The International Journal of Human Resource Management"},{"key":"ref_40","doi-asserted-by":"crossref","unstructured":"Costa, Chiara, Teodoro, Michele, Mento, Carmela, Giamb\u00f2, Federica, Vitello, Carmen, Italia, Sebastiano, and Fenga, Concettina (2022). Work Performance, Mood and Sleep Alterations in Home Office Workers during the COVID-19 Pandemic. International Journal of Environmental Research and Public Health, 19.","DOI":"10.3390\/ijerph19041990"},{"key":"ref_41","unstructured":"Creswell, John W. (2013). Qualitative Inquiry and Research Design: Choosing among Five Approaches, Sage Publications."},{"key":"ref_42","doi-asserted-by":"crossref","first-page":"874","DOI":"10.1177\/0149206305279602","article-title":"Social Exchange Theory: An Interdisciplinary Review","volume":"31","author":"Cropanzano","year":"2005","journal-title":"Journal of Management"},{"key":"ref_43","doi-asserted-by":"crossref","unstructured":"Daniels, Kevin, Watson, David, and Gedikli, Cigdem (2017). Well-Being and the Social Environment of Work: A Systematic Review of Intervention Studies. International Journal of Environmental Research and Public Health, 14.","DOI":"10.3390\/ijerph14080918"},{"key":"ref_44","doi-asserted-by":"crossref","first-page":"357","DOI":"10.1177\/014920639902500305","article-title":"Health and well-being in the workplace: A review and synthesis of the literature","volume":"25","author":"Danna","year":"1999","journal-title":"Journal of Management"},{"key":"ref_45","first-page":"53","article-title":"Du sens, du lien, de l\u2019activit\u00e9 et du confort (SLAC)-Proposition pour une mod\u00e9lisationdes conditions du bien-\u00eatre au travail par le SLAC","volume":"249","author":"Richard","year":"2015","journal-title":"Revue Fran\u00e7aise de Gestion"},{"key":"ref_46","doi-asserted-by":"crossref","first-page":"130","DOI":"10.1016\/j.apnr.2017.11.004","article-title":"The Role of Job Satisfaction, Work Engagement, Self-efficacy and Agentic Capacities on Nurses\u2019 Turnover Intention and Patient Satisfaction","volume":"39","author":"Planta","year":"2018","journal-title":"Applied Nursing Research"},{"key":"ref_47","first-page":"1","article-title":"Experiencias laborales juveniles: Los agentes telef\u00f3nicos de los call centers offshore en Argentina","volume":"9","author":"Bulloni","year":"2008","journal-title":"Trabajo y Sociedad"},{"key":"ref_48","doi-asserted-by":"crossref","first-page":"89","DOI":"10.1016\/j.buildenv.2017.01.033","article-title":"Lighting Preference Profiles of Users in an Open Office Environment","volume":"116","author":"Despenic","year":"2017","journal-title":"Building and Environment"},{"key":"ref_49","doi-asserted-by":"crossref","first-page":"909","DOI":"10.1108\/IJSSP-07-2020-0262","article-title":"The impact of COVID-19 pandemic on conventional work settings","volume":"40","year":"2020","journal-title":"International Journal of Sociology and Social Policy"},{"key":"ref_50","doi-asserted-by":"crossref","first-page":"572","DOI":"10.1002\/job.722","article-title":"An Experience Sampling Investigation of Workplace Interactions, Affective States, and Employee Well-being","volume":"32","author":"Dimotakis","year":"2011","journal-title":"Journal of Organizational Behavior"},{"key":"ref_51","doi-asserted-by":"crossref","first-page":"28","DOI":"10.7748\/nr2013.05.20.5.28.e327","article-title":"Preparing and Conducting Interviews to Collect Data","volume":"20","author":"Doody","year":"2013","journal-title":"Nurse Researcher"},{"key":"ref_52","doi-asserted-by":"crossref","first-page":"1870","DOI":"10.1108\/PR-05-2016-0108","article-title":"A comprehensive concomitant analysis of service employees\u2019 well-being and performance","volume":"46","author":"Edgar","year":"2017","journal-title":"Personnel Review"},{"key":"ref_53","doi-asserted-by":"crossref","first-page":"1155","DOI":"10.5465\/amr.2007.26586086","article-title":"Methodological Fit in Management Field Research","volume":"32","author":"Edmondson","year":"2007","journal-title":"Academy of Management Review"},{"key":"ref_54","doi-asserted-by":"crossref","first-page":"335","DOI":"10.1146\/annurev.so.02.080176.002003","article-title":"Social Exchange Theory","volume":"2","author":"Emerson","year":"1976","journal-title":"Annual Review of Sociology"},{"key":"ref_55","doi-asserted-by":"crossref","first-page":"562","DOI":"10.1016\/j.giq.2016.01.005","article-title":"The use of smart work in government: Empirical analysis of Korean experiences","volume":"33","author":"Eom","year":"2016","journal-title":"Government Information Quarterly"},{"key":"ref_56","unstructured":"Eurofound (2020). Telework and ICT-Based Mobile Work: Flexible Working in the Digital Age, New Forms of Employment Series, Publications Office of the European Union."},{"key":"ref_57","doi-asserted-by":"crossref","first-page":"105","DOI":"10.1136\/oem.2002.006734","article-title":"The Relationship Between Job Satisfaction and Health: A Meta-Analysis","volume":"62","author":"Faragher","year":"2005","journal-title":"Occupational Environmental Medicine"},{"key":"ref_58","first-page":"113","article-title":"Homeworking in the UK: Before and during the 2020 lockdown","volume":"19","author":"Felstead","year":"2020","journal-title":"Personality and Social Psychology Review"},{"key":"ref_59","doi-asserted-by":"crossref","first-page":"1427","DOI":"10.5935\/rpot\/2021.2.21642","article-title":"Teletrabalho: Contributos e desafios para as organiza\u00e7\u00f5es","volume":"21","author":"Figueiredo","year":"2021","journal-title":"Revista Psicologia Organiza\u00e7\u00f5es e Trabalho"},{"key":"ref_60","first-page":"28","article-title":"Vantagens e desvantagens do teletrabalho na administra\u00e7\u00e3o p\u00fablica: An\u00e1lise das experi\u00eancias do Serpro e da Receita Federal","volume":"18","author":"Filardi","year":"2020","journal-title":"Cadernos EBAPE.BR"},{"key":"ref_61","first-page":"753","article-title":"Why do Lay People Believe that Satisfaction and Performance are Correlated? Possible Sources of a Commonsense Theory","volume":"24","author":"Fisher","year":"2003","journal-title":"The International Journal of Industrial, Occupational and Organizational Psychology and Behavior"},{"key":"ref_62","doi-asserted-by":"crossref","first-page":"384","DOI":"10.1111\/j.1468-2370.2009.00270.x","article-title":"Happiness at Work","volume":"12","author":"Fisher","year":"2010","journal-title":"International Journal of Management Review"},{"key":"ref_63","unstructured":"Denzin, Norman K., and Lincoln, Yvonna S. (1994). The Art of Science, in the Handbook of Qualitative Research, SAGE Publications."},{"key":"ref_64","doi-asserted-by":"crossref","first-page":"23","DOI":"10.23925\/2237-4418.2019v34i2p92-118","article-title":"Qualidade de vida e bem-estar no trabalho: O olhar dos funcion\u00e1rios de uma secretaria sobre as condi\u00e7\u00f5es de trabalho","volume":"34","author":"Freitas","year":"2019","journal-title":"Pensamento & Realidade"},{"key":"ref_65","doi-asserted-by":"crossref","first-page":"126","DOI":"10.1016\/j.orgdyn.2010.01.002","article-title":"Transactional and Transformational solutions","volume":"39","author":"Frost","year":"2010","journal-title":"Organizational Dynamics"},{"key":"ref_66","first-page":"1","article-title":"Managing Employee Well-being: A Qualitative Study Exploring Job and Personal Resources of at-risk Employees","volume":"15","author":"Gauche","year":"2017","journal-title":"SA Journal of Human Resource Management"},{"key":"ref_67","doi-asserted-by":"crossref","first-page":"15","DOI":"10.1177\/1094428112452151","article-title":"Seeking Qualitative Rigor in Inductive Research Notes on the Gioia Methodology","volume":"16","author":"Gioia","year":"2013","journal-title":"Organizational Research Methods"},{"key":"ref_68","doi-asserted-by":"crossref","unstructured":"Gon\u00e7alves-Candeias, Diogo, Chambel, Maria J., and Carvalho, V\u00e2nia S. (2021). Is Stress in Contact Centers Inevitable?. International Journal of Environmental Research and Public Health, 18.","DOI":"10.3390\/ijerph18062999"},{"key":"ref_69","doi-asserted-by":"crossref","first-page":"51","DOI":"10.5465\/amp.2007.26421238","article-title":"Happiness, Health, or Relationships? Manageral Practices and Employee wellbeing tradeoffs","volume":"21","author":"Grant","year":"2007","journal-title":"Academy of Management Perspectives"},{"key":"ref_70","doi-asserted-by":"crossref","first-page":"87","DOI":"10.1037\/mgr0000014","article-title":"Overcoming telework challenges: Outcomes of successful telework strategies","volume":"17","author":"Greer","year":"2014","journal-title":"The Psychologist-Manager Journal"},{"key":"ref_71","doi-asserted-by":"crossref","unstructured":"Grenier, Jean-No\u00ebl (2004). La cha\u00eene invisible. Travailler aujourd\u2019hui: Flux tendu et servitude volontaire par Jean-Pierre Durand, \u00c9ditions du Seuil. Relations Industrielles\/Industrial Relations.","DOI":"10.7202\/011341ar"},{"key":"ref_72","doi-asserted-by":"crossref","first-page":"22","DOI":"10.1111\/1748-8583.12139","article-title":"Human Resource Management and Employee well-being: Towards a new analytic framework","volume":"27","author":"Guest","year":"2017","journal-title":"Human Resource Mangement Journal"},{"key":"ref_73","doi-asserted-by":"crossref","first-page":"59","DOI":"10.1177\/1525822X05279903","article-title":"How Many Interviews are Enough? An Experiment with Data Saturation and Variability","volume":"18","author":"Guest","year":"2006","journal-title":"Field Methods"},{"key":"ref_74","doi-asserted-by":"crossref","first-page":"129","DOI":"10.1146\/annurev-orgpsych-032117-104631","article-title":"Protean careers at work: Self-direction and values orientation in psychological success","volume":"5","author":"Hall","year":"2018","journal-title":"Annual Review of Organizational Psychology and Organizational Behavior"},{"key":"ref_75","doi-asserted-by":"crossref","unstructured":"Hamouche, Salima (2021). Human resource management and the COVID-19 crisis: Implications, challenges, opportunities, and future organizational directions. Journal of Management and Organization, 1\u201316.","DOI":"10.1017\/jmo.2021.15"},{"key":"ref_76","doi-asserted-by":"crossref","first-page":"74","DOI":"10.1108\/00438020210418791","article-title":"Advantages and disadvantages of telecommuting for the individual, organization and society","volume":"51","author":"Harpaz","year":"2002","journal-title":"Work Study"},{"key":"ref_77","doi-asserted-by":"crossref","first-page":"3302","DOI":"10.1080\/09585192.2021.1875494","article-title":"An inter-disciplinary review of the literature on mental illness disclosure in the workplace: Implications for human resource management","volume":"32","author":"Hastuti","year":"2021","journal-title":"The International Journal of Human Resource Management"},{"key":"ref_78","doi-asserted-by":"crossref","first-page":"37","DOI":"10.22279\/navus.2018.v8n3.p37-52.601","article-title":"O teletrabalho na percep\u00e7\u00e3o dos teletrabalhadores e seus gestores: Vantagens e desvantagens em um estudo de caso","volume":"8","author":"Hau","year":"2018","journal-title":"Navus: Revista de Gest\u00e3o e Tecnologia"},{"key":"ref_79","first-page":"167","article-title":"Benef\u00edcios e desafios do home office em empresas de tecnologia da informa\u00e7\u00e3o","volume":"9","author":"Haubrich","year":"2020","journal-title":"Gest\u00e3o & Conex\u00f5es"},{"key":"ref_80","unstructured":"Herzberg, Federick, Mausner, Bernard, and Snyderman, Barbara Bloch (1959). The Motivation to Work, John Wiley."},{"key":"ref_81","doi-asserted-by":"crossref","unstructured":"Holman, David, Wall, Toby D., Clegg, Chris W., Sparrow, Paul, and Howard, Ann (2003). The New Workplace: A Guide to the Human Impact of Modern Working Practices, John Wiley & Sons.","DOI":"10.1002\/9780470713365"},{"key":"ref_82","doi-asserted-by":"crossref","unstructured":"Holman, David (2004). Employee Well-Being in Call Centres. Call Centres and Human Resource Management, Palgrave Macmillan.","DOI":"10.1057\/9780230288805_10"},{"key":"ref_83","first-page":"1","article-title":"Paradigm shifts caused by the COVID-19 pandemic","volume":"50","author":"Howe","year":"2020","journal-title":"Organizational Dynamics"},{"key":"ref_84","doi-asserted-by":"crossref","first-page":"250","DOI":"10.1002\/jmv.26232","article-title":"The cytokine storm and COVID-19","volume":"93","author":"Hu","year":"2021","journal-title":"Journal of Medical Virology"},{"key":"ref_85","doi-asserted-by":"crossref","first-page":"1425","DOI":"10.1007\/s10902-013-9485-0","article-title":"Eudaimonia and its distinction from hedonia: Developing a classification and terminology for understanding conceptual and operational definitions","volume":"15","author":"Huta","year":"2014","journal-title":"Journal of Happiness Studies"},{"key":"ref_86","doi-asserted-by":"crossref","first-page":"407","DOI":"10.1111\/j.1744-6570.2010.01175.x","article-title":"Psychological and physiological reactions to high workloads: Implications for well-being","volume":"63","author":"Ilies","year":"2010","journal-title":"Personnel Psychology"},{"key":"ref_87","unstructured":"ILO (, January April). Teleworking arrangements during the COVID-19 crisis and beyond. Paper presented at 2nd Employment Working Group Meeting under the 2021 Italian Presidency of the G20, Online. Available online: https:\/\/www.ilo.org\/global\/about-the-ilo\/how-the-ilo-works\/multilateral-system\/g20\/reports\/WCMS_791858\/lang--en\/index.htm."},{"key":"ref_88","doi-asserted-by":"crossref","first-page":"127","DOI":"10.1080\/09585192.2017.1384395","article-title":"Unhappy with Well-being Research in the Temporary Work Context: Mapping Review and Research Agenda","volume":"29","author":"Imhof","year":"2018","journal-title":"The International Journal of Human Resource Management"},{"key":"ref_89","unstructured":"INE (2022, February 01). 13.4% da popula\u00e7\u00e3o empregada em regime de teletrabalho\u20143.\u00ba Trimestre de 2020. Available online: https:\/\/www.ine.pt\/xportal\/xmain?xpid=INE&xpgid=ine_destaques&DESTAQUESdest_boui=461518948&DESTAQUESmodo=."},{"key":"ref_90","doi-asserted-by":"crossref","unstructured":"Ipsen, Christine, Veldhoven, Marc van, Kirchner, Kathrin, and Hansen, John P. (2021). Six Key Advantages and Disadvantages of Working from Home in Europe during COVID-19. International Journal of Environmental Research and Public Health, 18.","DOI":"10.3390\/ijerph18041826"},{"key":"ref_91","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1177\/000312240907400101","article-title":"Precarious Work, Insecure Workers: Employment Relations in Transition","volume":"74","author":"Kalleberg","year":"2009","journal-title":"American Sociological Review"},{"key":"ref_92","doi-asserted-by":"crossref","first-page":"45","DOI":"10.1108\/IJOA-07-2015-0889","article-title":"Conceptualizing and measuring occupational social well-being: A validation study","volume":"25","author":"Kazemi","year":"2017","journal-title":"International Journal of Organizational Analysis"},{"key":"ref_93","first-page":"302","article-title":"The Business Graduation Speech: Reflection on Happiness","volume":"18","author":"Kets","year":"2000","journal-title":"European Mangement Journal"},{"key":"ref_94","doi-asserted-by":"crossref","first-page":"224","DOI":"10.5539\/ijbm.v9n11p224","article-title":"Qualitative Research Method: Grounded Theory","volume":"9","author":"Khan","year":"2014","journal-title":"International Journal of Business and Management"},{"key":"ref_95","doi-asserted-by":"crossref","first-page":"227","DOI":"10.1108\/ER-08-2017-0191","article-title":"HR practices and employee performance: The mediating role of well-being","volume":"40","author":"Khoreva","year":"2018","journal-title":"Employee Relations"},{"key":"ref_96","doi-asserted-by":"crossref","first-page":"e0261761","DOI":"10.1371\/journal.pone.0261761","article-title":"Working from home and productivity under the COVID-19 pandemic: Using survey data of four manufacturing firms","volume":"16","author":"Kitagawa","year":"2021","journal-title":"PLoS ONE"},{"key":"ref_97","doi-asserted-by":"crossref","first-page":"63","DOI":"10.1037\/amp0000716","article-title":"COVID-19 and the workplace: Implications, issues, and insights for future research and action","volume":"76","author":"Kniffin","year":"2021","journal-title":"American Psychologist"},{"key":"ref_98","doi-asserted-by":"crossref","first-page":"5","DOI":"10.1525\/cmr.2015.57.4.5","article-title":"Balanced workplace flexibility: Avoiding the traps","volume":"57","author":"Kossek","year":"2015","journal-title":"California Management Review"},{"key":"ref_99","doi-asserted-by":"crossref","first-page":"2229","DOI":"10.1080\/09585192.2017.1345205","article-title":"Well-being and HRM in the changing Workplace","volume":"28","author":"Kowalski","year":"2017","journal-title":"The International Journal of Human Resource Management"},{"key":"ref_100","doi-asserted-by":"crossref","first-page":"2074","DOI":"10.1080\/09585192.2021.1878255","article-title":"Work\u2013life balance supportive culture: A way to retain employees in Spanish SMEs","volume":"34","year":"2023","journal-title":"The International Journal of Human Resource Management"},{"key":"ref_101","unstructured":"Lewis, Phil (2022, January 29). Why Remote Working Is Not Just for Lockdown, It\u2019s for Life?. Available online: https:\/\/www.forbes.com\/sites\/phillewis1\/2020\/07\/09\/why-remote-working-is-not-just-for-lockdown-its-for-life\/?sh=225dbfe970ed."},{"key":"ref_102","unstructured":"Lima, Elizabeth (2007). As condi\u00e7\u00f5es de trabalho e as estrat\u00e9gias de comunica\u00e7\u00e3o nas opera\u00e7\u00f5es de call center. [Master\u2019s thesis, Pontif\u00edcia Universidade Cat\u00f3lica de S\u00e3o Paulo]. Available online: https:\/\/repositorio.pucsp.br\/jspui\/handle\/handle\/1254."},{"key":"ref_103","unstructured":"Luamba, Willian S. (2016). Motiva\u00e7\u00e3o e Desempenho de Tarefas Num Trabalho de Contact Center. [Master\u2019s thesis, Universidade de Lisboa]. Available online: http:\/\/hdl.handle.net\/10400.5\/12333."},{"key":"ref_104","first-page":"1","article-title":"The relationship between telework from home and employee health: A systematic review","volume":"22","author":"Lunde","year":"2022","journal-title":"BMC Public Health"},{"key":"ref_105","doi-asserted-by":"crossref","first-page":"143","DOI":"10.1016\/j.orgdyn.2004.01.003","article-title":"Human, Social, and Now Positive Psychological Capital Management: Investing in People for Competitive Advantage","volume":"33","author":"Luthans","year":"2004","journal-title":"Organizational Dynamics"},{"key":"ref_106","unstructured":"Luthans, Fred, Youssef, Carolyn M., and Avolio, Bruce J. (2007). Psychological Capital: Developing the Human Competitive Edge, Oxforf University Press."},{"key":"ref_107","doi-asserted-by":"crossref","first-page":"43","DOI":"10.1108\/PR-05-2018-0162","article-title":"Discretionary HR practices and employee well-being: The roles of job crafting and abusive supervision","volume":"49","author":"Luu","year":"2020","journal-title":"Personnel Review"},{"key":"ref_108","unstructured":"Madruga, Roberto (2009). Call Centers de alta Performance: Manual Indispens\u00e1vel para todos que Buscam a Excel\u00eancia no Atendimento, Editora Atlas SA. [1st ed.]. Available online: https:\/\/www.grupogen.com.br\/."},{"key":"ref_109","unstructured":"Martins, Sara C. (2018). O bem-estar nos trabalhadores de contact centers: O papel do suporte da chefia como moderador do excesso de trabalho e da autonomia. [Master\u2019s thesis, Universidade de Lisboa]. Available online: http:\/\/hdl.handle.net\/10451\/37437."},{"key":"ref_110","doi-asserted-by":"crossref","unstructured":"Messenger, Jon C. (2019). Telework in the 21st Century. An Evolutionary Perspective, Edward Elgar Publishing.","DOI":"10.4337\/9781789903751"},{"key":"ref_111","doi-asserted-by":"crossref","first-page":"799","DOI":"10.1177\/1359105306066643","article-title":"What is What is Good Qualitative Research? A First Step towards a Comprehensive Approach to Judging Rigour\/Quality","volume":"11","author":"Meyrick","year":"2006","journal-title":"Journal of Health Psychology"},{"key":"ref_112","doi-asserted-by":"crossref","unstructured":"Mills, Albert, Eurepos, Gabrielle, and Wiebe, Elden (2010). Encyclopedia of Case Study Research, Sage Publications, Inc.","DOI":"10.4135\/9781412957397"},{"key":"ref_113","doi-asserted-by":"crossref","first-page":"100820","DOI":"10.1016\/j.hrmr.2020.100820","article-title":"Disrupted HR?","volume":"31","author":"Minbaeva","year":"2020","journal-title":"Human Resource Management Review"},{"key":"ref_114","doi-asserted-by":"crossref","unstructured":"Moglia, Magnus, Hopkins, John, and Bardoel, Anne (2021). Telework, Hybrid Work and the United Nation\u2019s Sustainable Development Goals: Towards Policy Coherence. Sustainability, 13.","DOI":"10.20944\/preprints202108.0013.v1"},{"key":"ref_115","unstructured":"Moreira, Irene, and Miranda, Pedro (2022, March 23). Contact Centers, Exemplo Fant\u00e1stico de Utiliza\u00e7\u00e3o Intensiva e Avan\u00e7ada de Tecnologia. Call Center Magazine. Available online: https:\/\/www.callcentermagazine.net\/destaques\/contact-centers-exemplo-fantastico-de-utilizacao-intensiva-e-avancada-de-tecnologia\/."},{"key":"ref_116","doi-asserted-by":"crossref","first-page":"344","DOI":"10.1108\/09555340410699613","article-title":"Teleworking: An assessment of the benefits and challenges","volume":"16","author":"Morgan","year":"2020","journal-title":"European Business Review"},{"key":"ref_117","doi-asserted-by":"crossref","first-page":"578","DOI":"10.1108\/02683941011056941","article-title":"Comparing telework locations and traditional work arrangements: Differences in work\u2013life balance support, job satisfaction, and inclusion","volume":"25","author":"Morganson","year":"2010","journal-title":"Journal of Managerial Psychology"},{"key":"ref_118","doi-asserted-by":"crossref","first-page":"883","DOI":"10.1002\/job.2371","article-title":"Self-leadership in the context of part-time teleworking","volume":"40","author":"Muller","year":"2019","journal-title":"Journal of Organizational Behavior"},{"key":"ref_119","doi-asserted-by":"crossref","first-page":"87","DOI":"10.1108\/IJM-07-2017-0172","article-title":"Working from home: Characteristics and outcomes of telework","volume":"40","year":"2019","journal-title":"International Journal of Manpower"},{"key":"ref_120","first-page":"121","article-title":"Trabalho remoto e desafios dos gestores","volume":"9","author":"Nogueira","year":"2012","journal-title":"INMR\u2014Innovation & Management Review"},{"key":"ref_121","doi-asserted-by":"crossref","first-page":"307","DOI":"10.1111\/irel.12286","article-title":"Collective Voice and Worker Well-being: Union Influence on Performance Monitoring and Emotional Exhaustion in Call Centers","volume":"60","author":"Doellgast","year":"2021","journal-title":"Industrial Relations: A Journal of Economy and Society"},{"key":"ref_122","doi-asserted-by":"crossref","first-page":"1033","DOI":"10.1108\/PR-07-2021-0484","article-title":"Work-life balance satisfaction in crisis times: From luxury to necessity\u2014The role of organization\u2019s responses during COVID-19 lockdown","volume":"52","author":"Blahopoulou","year":"2023","journal-title":"Personnel Review"},{"key":"ref_123","doi-asserted-by":"crossref","first-page":"129","DOI":"10.1111\/j.1467-6486.2008.00809.x","article-title":"HRM and Performance: Achievements, Methodological Issues and Prospects","volume":"46","author":"Paauwe","year":"2009","journal-title":"Journal of Management Studie"},{"key":"ref_124","doi-asserted-by":"crossref","first-page":"452","DOI":"10.1108\/09534810010377426","article-title":"From Taylorism to post-Taylorism: Simultaneously pursuing several management objectives","volume":"13","author":"Peaucelle","year":"2000","journal-title":"Journal of Organizational Change Management"},{"key":"ref_125","doi-asserted-by":"crossref","first-page":"539","DOI":"10.1111\/1748-8583.12254","article-title":"Human resource management\u2013well-being\u2013performance research revisited: Past, present, and future","volume":"29","author":"Peccei","year":"2019","journal-title":"Human Resource Management Journal"},{"key":"ref_126","unstructured":"Guest, David E., Paauwe, Jaap, and Wright, Patrick M. (2013). HRM and Performance: Achievements and Challenges, John Wiley and Sons."},{"key":"ref_127","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/S0165-0327(00)00152-X","article-title":"Changes in Depression and Physical decline in Older Adults: A Longitudinal Perspective","volume":"61","author":"Penninx","year":"2000","journal-title":"Journal of Affective Disorders"},{"key":"ref_128","doi-asserted-by":"crossref","first-page":"775","DOI":"10.1016\/S0166-4972(01)00069-4","article-title":"Benefits and barriers of telework: Perception differences of human resources managers according to company\u2019s operations strategy","volume":"22","author":"Carnicer","year":"2002","journal-title":"Technovation"},{"key":"ref_129","doi-asserted-by":"crossref","first-page":"161","DOI":"10.1177\/0149206317731519","article-title":"Play at Work: An Integrative Review and Agenda for Future Research","volume":"44","author":"Petelczyc","year":"2018","journal-title":"Journal of Management"},{"key":"ref_130","doi-asserted-by":"crossref","first-page":"829","DOI":"10.1017\/S0047279419000928","article-title":"If I [Take] Leave, Will You Stay? Paternity Leave and Relationship Stability","volume":"49","author":"Petts","year":"2020","journal-title":"Journal of Social Policy"},{"key":"ref_131","doi-asserted-by":"crossref","first-page":"96","DOI":"10.2307\/41165935","article-title":"Seven Practices of Successful Organizations","volume":"40","author":"Pfeffer","year":"1998","journal-title":"California Management Review"},{"key":"ref_132","doi-asserted-by":"crossref","first-page":"592","DOI":"10.1002\/job.2153","article-title":"Boundary control and controlled boundaries: Organizational expectations for technology use at the work\u2013family interface","volume":"38","author":"Piszczek","year":"2017","journal-title":"Journal of Organizational Behavior"},{"key":"ref_133","first-page":"44580","article-title":"Influence of the contact center systems development on key performance indicators","volume":"9","author":"Pawlik","year":"2021","journal-title":"IEEE Xplore"},{"key":"ref_134","first-page":"3","article-title":"Leituras Geogr\u00e1ficas da COVID-19","volume":"55","author":"Vale","year":"2020","journal-title":"Finisterra"},{"key":"ref_135","unstructured":"Dutton, Jane E., and Ragins, Belle Rose (2007). Exploring Positive Relationships at Work: Building a Theoretical and Research Foundation, Lawrence Erlbaum Associates."},{"key":"ref_136","doi-asserted-by":"crossref","first-page":"74","DOI":"10.21680\/1981-1802.2017v55n45ID12746","article-title":"Carreira num call center: A realidade portuguesa","volume":"55","author":"Ramos","year":"2017","journal-title":"Educa\u00e7\u00e3o em Quest\u00e3o"},{"key":"ref_137","unstructured":"Ramos, Mariana P. (2022, March 21). The Right To Disconnect\u2014Or As Portugal Calls It\u2014The Duty of Absence of Contact. Global Workplace Law & Policy. Available online: https:\/\/global-workplace-law-and-policy.kluwerlawonline.com\/2022\/03\/09\/the-right-to-disconnect-or-as-portugal-calls-it-the-duty-of-absence-of-contact\/."},{"key":"ref_138","doi-asserted-by":"crossref","unstructured":"Redman, Tom, and Wilkinson, Adrian (2009). Contemporary Human Resource Management, Pearson Education Published.","DOI":"10.4135\/9780857021496.n1"},{"key":"ref_139","doi-asserted-by":"crossref","first-page":"152","DOI":"10.1590\/1679-395154516","article-title":"O teletrabalho: Conceitua\u00e7\u00e3o e quest\u00f5es para an\u00e1lise","volume":"16","author":"Rocha","year":"2018","journal-title":"Cadernos EBAPE.BR"},{"key":"ref_140","doi-asserted-by":"crossref","first-page":"305","DOI":"10.1002\/1099-050X(200024)39:4<305::AID-HRM3>3.0.CO;2-V","article-title":"The Nature of the New Employment Relationship: A Content Analysis of the Practitioner and Academic Literatures","volume":"39","author":"Roehling","year":"2000","journal-title":"Human Resource Management"},{"key":"ref_141","first-page":"18","article-title":"A precariedade dos estudantes acad\u00e9micos no universo dos call centres","volume":"6","author":"Roque","year":"2013","journal-title":"International Journal on Working Conditions"},{"key":"ref_142","doi-asserted-by":"crossref","first-page":"207","DOI":"10.1590\/S0011-52582011000100006","article-title":"Autonomia e trabalho informacional: O teletrabalho","volume":"54","author":"Rosenfield","year":"2011","journal-title":"Dados"},{"key":"ref_143","doi-asserted-by":"crossref","first-page":"66","DOI":"10.1037\/0003-066X.55.1.68","article-title":"Self-Determination Theory and the Facilitation of Intrinsic Motivation, Social Development, and Well-Being","volume":"55","author":"Ryan","year":"2000","journal-title":"American Psychologist"},{"key":"ref_144","doi-asserted-by":"crossref","first-page":"139","DOI":"10.1007\/s10902-006-9023-4","article-title":"Living Well: A Self-determination Theory Perspective on Eudaimonia","volume":"9","author":"Ryan","year":"2008","journal-title":"Journal of Happiness Studies"},{"key":"ref_145","first-page":"658","article-title":"As caracter\u00edsticas da fun\u00e7\u00e3o e seu impacto nos n\u00edveis de satisfa\u00e7\u00e3o do funcion\u00e1rio de contato: Um estudo em uma grande empresa de telecomunica\u00e7\u00f5es","volume":"16","year":"2014","journal-title":"Revista Brasileira de Gest\u00e3o de Neg\u00f3cios"},{"key":"ref_146","doi-asserted-by":"crossref","unstructured":"Sanders, Karin, Cogin, Julie, and Bainbridge, Hugh (2014). Research Methods for Human Resource Management, Routledge.","DOI":"10.4324\/9781315852300"},{"key":"ref_147","doi-asserted-by":"crossref","first-page":"846","DOI":"10.1016\/j.emj.2020.04.010","article-title":"What is the future of work? A science mapping analysis","volume":"38","author":"Santana","year":"2020","journal-title":"European Management Journal"},{"key":"ref_148","first-page":"67","article-title":"O caso dos call centers: Organiza\u00e7\u00e3o do trabalho e atitudes face ao trabalho e emprego","volume":"52","author":"Santos","year":"2006","journal-title":"Sociologia, Problemas e Pr\u00e1ticas"},{"key":"ref_149","first-page":"50","article-title":"Profissionais a exercer em Call Center: Principais fatores de risco e riscos laborais, doen\u00e7as profissionais associadas e medidas de prote\u00e7\u00e3o recomendadas","volume":"5","author":"Santos","year":"2018","journal-title":"Revista Portuguesa de Sa\u00fade Ocupacional"},{"key":"ref_150","doi-asserted-by":"crossref","unstructured":"Santos, Reinaldo S., and Lous\u00e3, Eva P. (2022). Give me five: The most important social values for well-being at work. Administrative Sciences, 12.","DOI":"10.3390\/admsci12030101"},{"key":"ref_151","doi-asserted-by":"crossref","first-page":"106899","DOI":"10.1016\/j.chb.2021.106899","article-title":"From cognitive overload to digital detox: Psychological implications of telework during the COVID-19 pandemic","volume":"124","author":"Schmitt","year":"2021","journal-title":"Computers in Human Behavior"},{"key":"ref_152","doi-asserted-by":"crossref","first-page":"82","DOI":"10.1177\/0003122418823184","article-title":"Consequences of routine work-schedule instability for worker health and well-being","volume":"84","author":"Schneider","year":"2019","journal-title":"American Sociological Review"},{"key":"ref_153","doi-asserted-by":"crossref","first-page":"457","DOI":"10.1002\/hfm.20138","article-title":"The employability of older workers as teleworkers: An appraisal of issues and an empirical study","volume":"19","author":"Sharit","year":"2009","journal-title":"Human Factors and Ergonomics in Manufacturing & Service Industries"},{"key":"ref_154","doi-asserted-by":"crossref","first-page":"473","DOI":"10.1111\/peps.12572","article-title":"A review on health and well-being at work: More than stressors and strains","volume":"76","author":"Sonnentag","year":"2023","journal-title":"Personnel Psychology"},{"key":"ref_155","doi-asserted-by":"crossref","first-page":"297","DOI":"10.1111\/gwao.12163","article-title":"The performativity of choice: Postfeminist perspective on work-life balance","volume":"24","year":"2017","journal-title":"Gender, Work & Organization"},{"key":"ref_156","doi-asserted-by":"crossref","unstructured":"Soubelet-Fagoaga, Iduzki, Arnoso-Martinez, Maitane, Elgorriaga-Astondoa, Edurne, and Mart\u00ednez-Moreno, Edurne (2022). Telework and Face-to-Face Work during COVID-19 Confinement: The Predictive Factors of Work-Related Stress from a Holistic Point of View. International Journal of Environmental Research and Public Health, 19.","DOI":"10.3390\/ijerph19073837"},{"key":"ref_157","first-page":"1","article-title":"Telework during the COVID-19 epidemic in Portugal and determinants of job satisfaction: A cross-sectional study","volume":"21","author":"Sampayo","year":"2021","journal-title":"BMC Public Health"},{"key":"ref_158","doi-asserted-by":"crossref","first-page":"790862","DOI":"10.3389\/fpsyg.2021.790862","article-title":"Suddenly Telework: Job Crafting as a Way to Promote Employee Well-Being?","volume":"12","author":"Stempel","year":"2022","journal-title":"Frontiers in Psychology"},{"key":"ref_159","unstructured":"Strauss, Anselm, and Corbin, Juliet (1998). Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory, SAGE Publications."},{"key":"ref_160","doi-asserted-by":"crossref","first-page":"1269","DOI":"10.1177\/1354856519847325","article-title":"Digital detox: Media resistance and the promise of authenticity","volume":"26","author":"Syvertsen","year":"2020","journal-title":"Convergence"},{"key":"ref_161","unstructured":"Veldhoven, Marc Van, and Peccei, R. (2015). Well-Being and Performance at Work: The Role of Context, Psychology Press."},{"key":"ref_162","first-page":"349","article-title":"Teletrabalho sob a perspectiva dos profissionais de recursos humanos do Vale do Sinos e Paranhana no Rio Grande do Sul","volume":"9","author":"Taschetto","year":"2019","journal-title":"Recape Revista de Carreiras e Pessoas"},{"key":"ref_163","doi-asserted-by":"crossref","first-page":"334","DOI":"10.1108\/JEC-06-2020-0113","article-title":"Teleworking in Portuguese communities during the COVID-19 pandemic","volume":"15","author":"Tavares","year":"2021","journal-title":"Journal of Enterprising Communities: People and Places in the Global Economy"},{"key":"ref_164","unstructured":"Taylor, Frederick W. (1911). The Principles of Scientific Management, W. W. Norton."},{"key":"ref_165","doi-asserted-by":"crossref","first-page":"101","DOI":"10.1111\/1468-2338.00113","article-title":"\u2018An assembly line in the head\u2019: Work and employee relations in the call centre","volume":"30","author":"Taylor","year":"1999","journal-title":"Industrial Relations Journal"},{"key":"ref_166","doi-asserted-by":"crossref","first-page":"923","DOI":"10.1111\/1467-6486.00266","article-title":"Ignorant theory and knowledgeable workers: Interrogating the connections between knowledge, skills and services","volume":"38","author":"Thompson","year":"2002","journal-title":"Journal of Management Studies"},{"key":"ref_167","doi-asserted-by":"crossref","first-page":"157","DOI":"10.1108\/09649420210425309","article-title":"Balancing work and family with telework? Organizational issues and challenges for women and managers","volume":"17","author":"Tremblay","year":"2002","journal-title":"Women in Management Review"},{"key":"ref_168","doi-asserted-by":"crossref","first-page":"1370","DOI":"10.3390\/encyclopedia2030092","article-title":"Telework: Before and after COVID-19","volume":"2","year":"2022","journal-title":"Encyclopedia"},{"key":"ref_169","doi-asserted-by":"crossref","first-page":"391","DOI":"10.1111\/j.1468-2370.2011.00322.x","article-title":"Employee well-being and the HRM-organizational performance relationship: A review of quantitative studies","volume":"14","author":"Paauwe","year":"2012","journal-title":"International Journal of Management Reviews"},{"key":"ref_170","doi-asserted-by":"crossref","first-page":"3925","DOI":"10.1080\/09585192.2012.669782","article-title":"Reducing employee turnover through customer contact center job quality","volume":"23","author":"Bloemer","year":"2012","journal-title":"The International Journal of Human Resource Management"},{"key":"ref_171","doi-asserted-by":"crossref","first-page":"313","DOI":"10.1007\/s10869-014-9359-4","article-title":"A within-person examination of the effects of telework","volume":"30","author":"Vega","year":"2015","journal-title":"Journal of Business and Psychology"},{"key":"ref_172","doi-asserted-by":"crossref","first-page":"7","DOI":"10.1590\/S0303-76572006000200002","article-title":"Centrais de atendimento: A f\u00e1brica do s\u00e9culo XIX nos servi\u00e7os do s\u00e9culo XXI","volume":"31","author":"Venco","year":"2006","journal-title":"Revista Brasileira de Sa\u00fade Ocupacional"},{"key":"ref_173","first-page":"1","article-title":"O teletrabalho como forma laboral na era digital","volume":"16","author":"Barbosa","year":"2013","journal-title":"Research Gate"},{"key":"ref_174","doi-asserted-by":"crossref","first-page":"133","DOI":"10.21874\/art-5-2022-01-19-61e8631b4c10b","article-title":"Teletrabalho na atualidade: Quais s\u00e3o os impactos no desempenho profissional, bem-estar e contexto de trabalho?","volume":"72","author":"Vilarinho","year":"2021","journal-title":"Revista do Servi\u00e7o P\u00fablico"},{"key":"ref_175","first-page":"12","article-title":"Improving the Quality of Working Life","volume":"54","author":"Walton","year":"1974","journal-title":"Harvard Business Review"},{"key":"ref_176","doi-asserted-by":"crossref","first-page":"61","DOI":"10.1108\/02632770110362811","article-title":"Teleworking: An assessment of socio-psychological factors","volume":"19","author":"Ward","year":"2001","journal-title":"Facilities"},{"key":"ref_177","unstructured":"Weber, Max (1982). Ensaios de sociologia, LTC Editora. [5th ed.]."},{"key":"ref_178","unstructured":"WHO (1948). Report of the Interim Commission Held at the Palais des Nations, World Health Organization. Available online: https:\/\/apps.who.int\/iris\/handle\/10665\/97685."},{"key":"ref_179","doi-asserted-by":"crossref","first-page":"795","DOI":"10.1007\/s11482-021-09930-w","article-title":"Worker Well-Being: What it Is, and how it Should Be Measured","volume":"17","author":"Wijngaards","year":"2021","journal-title":"Applied Research in Quality of Life"},{"key":"ref_180","unstructured":"Willig, Carla (2013). EBOOK: Introducing Qualitative Research in Psychology, McGraw-Hill Education."},{"key":"ref_181","doi-asserted-by":"crossref","first-page":"977","DOI":"10.1002\/job.2176","article-title":"Getting away from them all: Managing exhaustion from social interaction with telework","volume":"38","author":"Windeler","year":"2017","journal-title":"Journal of Organizational Behavior"},{"key":"ref_182","doi-asserted-by":"crossref","first-page":"118","DOI":"10.5465\/amp.2006.21903486","article-title":"To be or not to be [happy]: The role of employee well-being","volume":"20","author":"Wright","year":"2006","journal-title":"Academy of Management Perspectives"},{"key":"ref_183","doi-asserted-by":"crossref","first-page":"1188","DOI":"10.1002\/job.1828","article-title":"The many Benefits of Employee Well-being in Organizational Research","volume":"33","author":"Wright","year":"2012","journal-title":"Journal of Organizational Behavior"},{"key":"ref_184","doi-asserted-by":"crossref","first-page":"141","DOI":"10.1177\/0149206306297582","article-title":"Job Satisfaction and Psychological Well-being as Nonadditive Predictors of Workplace Turnover","volume":"33","author":"Wright","year":"2007","journal-title":"Journal of Management"},{"key":"ref_185","doi-asserted-by":"crossref","first-page":"338","DOI":"10.1016\/j.orgdyn.2004.09.002","article-title":"The role of psychological well-being in job performance: A fresh look at an age-old quest","volume":"33","author":"Wright","year":"2004","journal-title":"Organizational Dynamics"},{"key":"ref_186","doi-asserted-by":"crossref","first-page":"93","DOI":"10.1016\/S0191-3085(03)25003-6","article-title":"Interpersonal sensemaking and the meaning of work","volume":"25","author":"Wrzesniewski","year":"2003","journal-title":"Research in Organizational Behavior"},{"key":"ref_187","doi-asserted-by":"crossref","unstructured":"Xu, Jia, Xie, Baoguo, and Chung, Beth (2019). Bridging the Gap between Affective Well-Being and Organizational Citizenship Behavior: The Role of Work Engagement and Collectivist Orientation. International Journal of Environmental Research and Public Health, 16.","DOI":"10.3390\/ijerph16224503"}],"container-title":["Administrative Sciences"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.mdpi.com\/2076-3387\/13\/9\/207\/pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,10,10]],"date-time":"2025-10-10T20:52:54Z","timestamp":1760129574000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.mdpi.com\/2076-3387\/13\/9\/207"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023,9,18]]},"references-count":187,"journal-issue":{"issue":"9","published-online":{"date-parts":[[2023,9]]}},"alternative-id":["admsci13090207"],"URL":"https:\/\/doi.org\/10.3390\/admsci13090207","relation":{},"ISSN":["2076-3387"],"issn-type":[{"type":"electronic","value":"2076-3387"}],"subject":[],"published":{"date-parts":[[2023,9,18]]}}}