The effect of digitalized workplace on employees' psychological well-being: Digital Taylorism approach

Abstract

The aim of the study is to investigate the effects of emotional labor and artificial intelligence anxiety on the psychological well-being of employees in call centers in the context of Digital Taylorism principles. In this context, the research was structured as two studies. Study-1 presents evidence showing that call centers are fields of study that effectively implement Digital Taylorism principles and provide a suitable environment for research on this subject. Study-1. Using the qualitative research method in Study-1, semi-structured questions were asked to 14 middle and senior managers working in call centers and the results were reported. In Study-2, the moderator role of autonomy in the effect of emotional labor on psychological well-being and the effect of AI anxiety on psychological well-being was investigated. The data obtained through the survey applied to 606 employees working in one of the largest call centers in Turkey were analyzed. The findings revealed that emotional labor dimensions have different effects on psychological well-being and that autonomy has different moderator effects on these relationships. Moreover, the findings revealed that autonomy has a moderation effect on the relationship between two the dimensions of emotional labor. In addition, while it was shown that learning anxiety had a significant effect on psychological well-being, job-replacement anxiety did not have a significant effect. The research is one of the rare studies that provide empirical evidence that the call centers are managing with Taylor's principles by using digital technologies. In addition, the research is one of the pioneering studies that provide empirical evidence about the effect of Digital Taylorism on employees.