Please use this identifier to cite or link to this item:
Appears in Collections:Accounting and Finance Journal Articles
Peer Review Status: Refereed
Title: Operational risk escalation: An empirical analysis of UK call centres
Author(s): Bryce, Cormac
Cheevers, Carly
Webb, Rob
Contact Email:
Keywords: Operational risk
Risk escalation
Theory of Planned Behaviour
Risk management
Issue Date: 1-Dec-2013
Citation: Bryce C, Cheevers C & Webb R (2013) Operational risk escalation: An empirical analysis of UK call centres. International Review of Financial Analysis, 30, pp. 298-307.
Abstract: The paper investigates operational risk reporting behaviour and policy dissemination in the selling of financial products by a major British insurance company's call centres. The analysis of the predispositions of call centre employees to escalate operational risks within their working environment will be measured using the Theory of Planned Behaviour (TPB). The empirical analysis indicates that the effects of ‘Attitude’ and ‘Perceived Behavioural Control’ significantly affected an employee's intention to escalate operational risk events. Furthermore, the education and training provided to employees has enabled them to better report operational risk losses/events due to increased certainty of their operational risk losses/events knowledge. The study provides a foundation for future research examining the measurement of ‘people risk’, the collection of valid operational risk data and encourages policy makers to work alongside the insurance industry to spread best practice in capturing valid data, especially in the light of Solvency II implementation.
DOI Link: 10.1016/j.irfa.2013.05.002
Rights: The publisher does not allow this work to be made publicly available in this Repository. Please use the Request a Copy feature at the foot of the Repository record to request a copy directly from the author. You can only request a copy if you wish to use this work for your own research or private study.

Files in This Item:
File Description SizeFormat 
Webb-Bryce-Cheevers 2013.pdfFulltext - Published Version281.72 kBAdobe PDFUnder Permanent Embargo    Request a copy

Note: If any of the files in this item are currently embargoed, you can request a copy directly from the author by clicking the padlock icon above. However, this facility is dependent on the depositor still being contactable at their original email address.

This item is protected by original copyright

Items in the Repository are protected by copyright, with all rights reserved, unless otherwise indicated.

If you believe that any material held in STORRE infringes copyright, please contact providing details and we will remove the Work from public display in STORRE and investigate your claim.