Empowerment, stress and satisfaction: an exploratory study of a call centre

Holdsworth, Lynn; Cartwright, Susan

doi:10.1108/01437730310469552

Cited by 87 publications

(101 citation statements)

References 16 publications

(32 reference statements)

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“…In contrast, managers' effective leadership can improve staff's attitude, practice, empowerment, productivity, effectiveness; hence, it can facilitate the process of achieving organizational goals (19). Holdsworth and Cartwright also quoted previous studies and concluded that empowerment decreases staff's absences from work and increases their tendency to remain in their job (32). Apparently, nurses who perceive that they are working in an empowering working environment probably provide high-quality care which in turn provides them and their patients with greater satisfaction.…”

Section: Discussionmentioning

confidence: 97%

The Relationship of Nurses and Head-Nurses’ Psychological Empowerment with Head-Nurses’ Leadership Style

2015

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Background: Staff's level of empowerment plays a significant role in the success of hospitals as complex systems. Therefore, using effective leadership styles by head-nurses is necessary to create an ideal clinical environment to make the most from nurses' abilities and potential capabilities. Objectives: The current study aimed to evaluate the relationship of nurses and head-nurses' psychological empowerment with head-nurses' leadership style. Methods: This correlational study was conducted on nurses and head-nurses working in Valiasr (PBUH) hospital, Birjand, Iran, recruited through the census method. All participants held bachelor's degree with a minimum work experience of two years. The data were collected by a demographic questionnaire, the leader behavior description questionnaire and the Spreitzer psychological empowerment questionnaire. The questionnaires were given to the participants in different working shifts. Finally, thirteen head-nurses and 170 nurses completely filled their questionnaires. The SPSS software ver. 16.0 was employed to analyze data through conducting the Fisher exact, the Spearman and the Mann-Whitney U test, in addition to the independent-samples T-test, at a significance level of 0.05. Results: All head-nurses were married and above 35 years old and 84.6% of them were female. Moreover, most of the nurses were female (75.9%) and married (82.4%) and aged 26 -30 years. Most of head-nurses (69.2%) believed that they used the selling leadership style while most of the nurses (76.9%) noted that their head-nurses' used the telling style. All these nurses and head-nurses had higher levels of empowerment compared with other nurses. Conclusions:The study findings revealed that the nurses who were empowered had perceived their managers' leadership style to be the telling style. This finding showed that managers' leadership style was not congruent with staff's level of empowerment, denoting managers' poor familiarity with leadership styles. Therefore, educating managers about leadership styles seems crucial to enhance staff's empowerment, working motivation and efficiency and promoting organizational dynamism.

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Section: Discussionmentioning

confidence: 97%

The Relationship of Nurses and Head-Nurses’ Psychological Empowerment with Head-Nurses’ Leadership Style

2015

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“…Carless (2004) stated that competence does not significantly affect job satisfaction, while Spreitzer et al (1997) believe that the competence positively associates with job satisfaction between subordinates, but not between supervisors. Other research also reported that there is no relationship between these variables (Holdsworth & Cartwright, 2003;Siegall & Gardner, 2000;Thomas & Tymon, 1994).…”

Section: Psychological Empowerment and Job Satisfactionmentioning

confidence: 98%

“…There are also some researchers who found that psychological empowerment positively correlated with job satisfaction or had a positive impact on job satisfaction for employees (Bordin et al, 2007;Gazzoli et al, 2010) Thomas and Tymon (1994) considered that the three dimensions of psychological empowerment, which are meaning, self-determination, and impact, are factors used to predict job satisfaction for employees. Holdsworth and Cartwright (2003) have conducted a study designed to examine the relationship between the dimensions of psychological empowerment, job stress and job satisfaction for staff of the contact center. Through the study, they found that the three dimensions of psychological empowerment have a positive relationship with job satisfaction for employees.…”

Section: Psychological Empowerment and Job Satisfactionmentioning

confidence: 99%

Linking Psychological Empowerment to Job Satisfaction and Organizational Commitment: Investigating the Mediating Effect of Organizational Trust

Alajmi¹

2016

IJBM

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The main purpose of this research is to examine the influence of psychological empowerment and organizational trust on job satisfaction and organizational commitment among Kuwait free trade zone employees. Data were obtained for this research through a set of questionnaire which was divided into four parts and administered to a total of 271 respondents. The results showed that psychological empowerment mainly affects employees' job satisfaction and organizational commitment. The results indicated that two dimensions of psychological empowerment, i.e. Meaning and Impact, are significant and positively related to job satisfaction. The existing literature supports the relationships between psychological empowerment dimensions and three dimensions of organizational commitment: normative, continuance, and affective commitment. However, results from this study showed inconsistency. The results showed that only one dimension of Psychological Empowerment, Meaning, is significant and positively Associated to Affective Commitment; two dimensions of Psychological Empowerment, Meaning and Competence, are significant and positively Associated to Normative Commitment; and no dimensions of Psychological Empowerment are statistically contributed to Continuance Commitment. Moreover, analysis has also showed that organizational trust mediates the relationships between psychological empowerment, job satisfaction and organizational commitment. Some practical implications are also discussed. The research concludes with limitations and future research suggestions to enhance psychological empowerment in public and private organizations in Kuwait.

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“…According to research, working long hours in front of the computer causes eye-fatigue, headache, neck ache and backache (11,13,14,15). For the employees of call centers sore throat, hoarse voice, tinnitus are among the most common complaints (17,18).…”

Section: Introductionmentioning

confidence: 99%

Burnout level of a bank's call centre employee and affecting factors

Erol¹,

Gür²,

Ergün³

et al. 2014

MUSBED

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Bir banka çağrı merkezi çalışanlarının tükenmişlik düzeyi ve etkileyen faktörler Amaç: Bu çalışma çağrı merkezi çalışanlarının tükenmişlik düzeyleri ile kişisel özellikler ve işyeri çevresel faktörler arasındaki ilişkiyi açıklamak amacı ile yürütüldü. Yöntem: Araştırma tanımlayıcı tasarım kullanılarak Şubat ve Nisan 2011 tarihleri arasında İstanbul'da özel bir bankanın çağrı merkezi çalışanları ile gerçekleştirildi. Çalışma popülasyonunu gönüllü olarak katılan 201 çağrı merkezi çalışanı oluşturdu. Veriler araştırmacılar tarafından hazırlanan anket formu ve Maslach Tükenmişlik Ölçeği kullanılarak toplandı. Toplanan veriler, tanımlayıcı istatistikler, bağımsız örneklem t, ANOVA, Mann-Whitney U, Kruskal Wallis Testi ve lojistik regresyon analizi ile değerlendirildi. Anlamlılık düzeyi p<0.05 ve güven aralığı %95 olarak kabul edildi. Bulgular: Araştırmaya katılan bireylerin yaşları 20-46 arasında değişmektedir ve yaş ortalaması 36.84±13.22'dur. Çoğunluğu kadın (%77.1) ve lisans mezunudur (%52.2). Çalışanların duygusal tükenme puanları orta düzeyde bulundu. İş nedeniyle stres deneyimleyenlerin duygusal tükenme riskleri stres deneyimlemeyenlerden OR=11.50 (%95 CI 2.45-28.57) kat daha yüksek bulundu. Duyarsızlaşma puanları düşük düzeydeydi. Kulak çınlaması şikâyeti olan bireylerin duyarsızlaşma puanları çınlama şikâyeti olmayanlardan OR=7.35 (%95 CI 1.41-8.51) kat daha yüksek bulundu. Çalışanların kişisel başarı puanları düşük düzeydeydi ve erkeklerin puan ortalamaları kadınlardan OR=5.87 (%95 CI 1.25-8.29), baş ağrısı şikâyeti olanların olmayanlardan OR=8.38 (%95 CI1.74-18.44) kat daha düşük düzeyde bulundu. Sonuç: İşe bağlı stres, erkek cinsiyet ve baş ağrısı şikâyeti tükenmişliği etkileyen faktörler olarak belirlendi. Anahtar sözcükler: Maslach tükenmişlik ölçeği, çağrı merkezi çalışanı, tükenmişlik, sağlık durumu, stress ABS TRACT Burnout level of a bank's call centre employee and affecting factorsObjective: This study was carried out with the aim of exploring the relationship between burnout and personal characteristics and workplace environment factors in call center employees. Method: The research was conducted between February and April 2011 in a private bank located in Istanbul using descriptive design. Population consists of call center employees in bank and 201 volunteers participated in the study. Data were collected by using questionnaire form prepared by researchers and Maslach Burnout Inventory. Data were analyzed with descriptive statistics, independent samples t, ANOVA, Mann-Whitney U, Kruskal Wallis test and logistic regression. Significance was set at p<0.05 and confidence interval estimated at that 95% level. Results: The mean age of respondents was 36.84±13.22 with a range from 20 to 46 years. Most participants were female (77.1%), and graduate degree (52.2%). The average emotional exhaustion scores of the employees were at middle range. The emotional exhaustion risks of those who experience stress due to their work were found OR=11.50 (95% CI 2.45-28.57) times higher than those who do not experienci...

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Empowerment, stress and satisfaction: an exploratory study of a call centre

Cited by 87 publications

References 16 publications

The Relationship of Nurses and Head-Nurses’ Psychological Empowerment with Head-Nurses’ Leadership Style

The Relationship of Nurses and Head-Nurses’ Psychological Empowerment with Head-Nurses’ Leadership Style

Linking Psychological Empowerment to Job Satisfaction and Organizational Commitment: Investigating the Mediating Effect of Organizational Trust

Burnout level of a bank's call centre employee and affecting factors

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