Table 1.
Means, Standard Deviations, and Raw Correlations between Study Variables
| Mean | SD | 1 | 2 | 3 | 4 | 5 | 6 | 7 | |
|---|---|---|---|---|---|---|---|---|---|
| 1. Gender | 1.76 | 0.44 | — | ||||||
| 2. Age | 33.67 | 13.02 | .26 | — | |||||
| 3. Tenure | 3.74 | 4.69 | .12 | .48* | — | ||||
| 4. Caller anger | 1.61 | 0.76 | −.38† | −.49† | −.21 | — | |||
| 5. Employee exhaustion | 1.25 | 0.52 | −.40† | −.25 | −.27 | .27** | — | ||
| 6. Mean hold time | 74.78 | 87.80 | .10 | −.24 | −.26 | .09 | .16* | — | |
| 7. Number of calls | 65.48 | 31.72 | .23 | .15 | −.22 | .08 | −.06 | −.01 | — |
| 8. Mean call length | 139.32 | 33.96 | .04 | .02 | −.11 | .07 | .11† | .50** | −.20** |
Note. Analyses are conducted at the individual level (with day- and hour-level data aggregated) for correlations involving the individual variables of gender, age, and tenure (n = 25), and at the day level (with hour-level data aggregated) for all other analyses (n = 258). Gender is coded 1 = male, 2 = female. SD = standard deviation. **p < .01. *p < .05. †p < .1.