Physical discomfort and psychosocial job stress among male and female operators at telecommunication call centers in Taiwan

Lin, Yen-Hui; Chen, Chih-Yong; Lu, Shih-Yi

doi:10.1016/j.apergo.2008.02.024

Cited by 47 publications

(38 citation statements)

References 34 publications

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“…However, outbound operators scored slightly higher than male telecommunication company call center operators in skill discretion, decision authority, job control. Conversely, outbound operators displayed low job demands and high work-related support 8) . Table 4 summarizes the results of the multivariate logistic regression analyses.…”

Section: Perceived Job Stress and Major Job Stressorsmentioning

confidence: 99%

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Perceived Job Stress and Health Complaints at a Bank Call Center: Comparison between Inbound and Outbound Services

et al. 2010

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[[abstract]]This study investigated how perceived job stress and health status differ, as well as the relationships to inbound (incoming calls) versus outbound (outgoing calls) calling activities, for call center workers in a bank in Taiwan. The sample bank employed 289 call center workers at the time of the survey, ranging in age from 19 to 54 yr old. Data were obtained on individual factors, health complaints, perceived level job stress, and major job stressors. Overall, 33.5% of outbound operators and 27.1% of inbound operators reported frequently or always experiencing high stress at work, however, the differences between inbound and outbound operators were insignificant. “Having to deal with difficult customers” was the most frequent job stressor for all workers. Musculoskeletal discomfort, eye strain, and hoarse or sore throat were the most prevalent complaints among call center workers. The relationship between perceived job stress and health complaints indicated that workers who perceived higher job stress had significantly increased risk of multiple health problems, including eye strain, tinnitus, hoarse or sore throat, chronic cough with phlegm, chest tightness, irritable stomach or peptic ulcers, and musculoskeletal discomfort (with odds ratios ranging from 2.13 to 8.24). These analytical results suggest that perceived job stress in the call center profoundly affected worker health. This study identified main types of job stressors requiring further investigation

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Section: Perceived Job Stress and Major Job Stressorsmentioning

confidence: 99%

“…Numerous studies have examined productivity, workrelated stress, musculoskeletal disorders and caller quality service issues in call-center workers [6][7][8][9][10][11][12][13][14] . For instance, Burton et al 12) indicated that productivity decreases as the health risks faced by call center operators increase.…”

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Perceived Job Stress and Health Complaints at a Bank Call Center: Comparison between Inbound and Outbound Services

et al. 2010

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“…Job stress which is the main factor of burnout (Khalefi, Tangestani, & Osanloo, 2014;Tuna & Baykal, 2014) creates job dissatisfaction (Lin et al, 2009;Ahmadi, Iranian, & Parsanezhad, 2011) and also affects marital satisfaction (Mansouri, Mehrabi Zadeh, & Honarmand, 2009, quoted by Rahpeima, Kazemi, & Sohrabi, 2012Robert & Levenson, 2001;Maghsoodi & Mohammadi, 2010;Ebrahimi, Nafar, & Keramati, 2013;Osharoff, 2011). Job satisfaction has a significant influence in family life satisfaction so that people having job dissatisfaction suffer from much stress in their marital life.…”

Section: Discussionmentioning

confidence: 99%

The Mediating Role of Burnout in the Relationship between Communication Skills and Emotional Divorce among Married Employees in Ahvaz Oil Company (2014-2015)

Arfaee

Far

Fallahi³

2015

MJSS

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“…Las actividades en los mismos son múltiples y abarcan por ejemplo la realización de encuestas, la venta de productos o servicios y la atención a usuarios como soporte post venta de los mismos. Surgen con la intención de mantener un elevado nivel de contactos con clientes actuales o potenciales y su desarrollo fue facilitado en los años 70 por aspectos como los avances en las tecnologías de la información y comunicación (TIC) y la flexibilidad laboral (Abraham, 2008;Lin, Chen & Lu, 2009;Neidermeyer, 2004;Tuten &;Thirión, 2007). Se estima que a la fecha son más de 6.5 millones de personas que trabajan en estos centros alrededor del mundo.…”

Section: Call Centersunclassified

Personalidad resistente y su relación con el egreso voluntario en call centers

Carrara¹

2018

PSICO

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Personalidad resistente y su relación con el egreso voluntario en call centers Javier Labarthe Carrara 1 Universidad Católica del UruguayEn el presente trabajo se analiza la relación entre la personalidad resistente, y el egreso voluntario de los trabajadores en call centers. Se pretende entender la decisión de egreso, a través de la personalidad. Se aplicó el cuestionario de personalidad resistente desarrollado por Moreno, Garrosa y Gonzalez (2000) a una muestra de 81 teleoperadores. Se encontró una probabilidad mayor de egreso voluntario en las personas con baja personalidad resistente así como las que cuentan con mayores niveles de escolaridad. Esto nos permite señalar que existen rasgos individuales que facilitan la gestión de las demandas y la percepción sobre el contexto laboral que influye en la decisión de egreso en este tipo de organizaciones. Palabras clave: personalidad resistente, egreso voluntario, call centers Hardiness personality and its relation to voluntary resignation in call centersThis paper discusses the relationship between hardiness personality and workers' voluntary resignation from call center jobs. The aim is to understand the decision to leave through a subject's personality. The hardiness personality questionnaire developed by Moreno, Garrosa and Gonzalez (2000) was administered to a sample of 81 telemarketers. A higher probability of voluntary resignation was found in those with low hardiness personality as well as in those with higher levels of education. The greater permanence of workers with a high level of hardiness personality shows that there are individual traits that facilitate the way in which the worker deals with the demands and the perception of the work setting, which influences the voluntary resignation decision in this type of organizations.

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Physical discomfort and psychosocial job stress among male and female operators at telecommunication call centers in Taiwan

Cited by 47 publications

References 34 publications

Perceived Job Stress and Health Complaints at a Bank Call Center: Comparison between Inbound and Outbound Services

Perceived Job Stress and Health Complaints at a Bank Call Center: Comparison between Inbound and Outbound Services

The Mediating Role of Burnout in the Relationship between Communication Skills and Emotional Divorce among Married Employees in Ahvaz Oil Company (2014-2015)

Personalidad resistente y su relación con el egreso voluntario en call centers

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