The role of general and specific stressors in the health and well-being of call centre operators
Data(s) |
25/11/2014
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Resumo |
The call centre industry has developed a reputation for generating a highly stressful work environment with high absenteeism and turnover rates. Research has identified role ambiguity, role conflict, role overload, and work-family conflict as common stressors in other settings. Call centre research has additionally identified performance monitoring, job design and job opportunities as call centre specific stressors.OBJECTIVE AND METHODS: This study investigated the impact of the identified stressors on burnout, somatic symptomology, and turnover intent among 126 call centre representatives (CCRs) from 11 call centres in metropolitan Melbourne, Australia. |
Identificador | |
Idioma(s) |
eng |
Publicador |
IOS Press |
Relação |
http://dro.deakin.edu.au/eserv/DU:30072120/mellor-therole-post-2014.pdf http://www.dx.doi.org/10.3233/WOR-141975 http://www.ncbi.nlm.nih.gov/pubmed/25425594 |
Direitos |
2014, IOS Press |
Palavras-Chave | #Stress #health #turnover |
Tipo |
Journal Article |