I hope this is followed by similar studies for teleworkers in different professions. This specific study isn't generalize-able; it focuses on teleworkers where

I hope this is followed by similar studies for teleworkers in different professions. This specific study isn't generalize-able; it focuses on teleworkers where work units come directly to workers in short, easily measured spurts (unlike most IT positions, which often involve multi-day tasks). The next step is to perform the same sort of analysis where workers complete multi-day projects and communicate asynchronously with co-workers (email, issue trackers). Workers that only WFH one or a few days a week (as opposed to all the time or none) are also worth looking at; instinctually, I'd think this group would be the most abusive. Further, it sounds like the telework involved is relatively pleasant -- CTrip is a travel agency, which I imagine involves happier customer calls than ones to the phone company. The study might not even be representative of all call-answering telework in China, which is a pretty narrow focus.