Determinants of stress and well-being in call centre employees: Role of self-Efficacy and Social Support
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2010
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Abstract
The objective of this study is to investigate various work demands and their consequences in the call center employees. The study focuses at work factors related to call center agentsD stress and well-being. Specifically, how the work factors (Performance monitoring, Emotional exhaustion, and Role ambiguity and Role conflict) may induce or increase the stress and emotional exhaustion, and how these factors may affect the job satisfaction, home adjustment and positive well-being of the call center agents. The present study also investigates the moderating role of self-efficacy and social support (supervisory and coworker) between the relationships of work factors and stress, emotional exhaustion, job satisfaction, home adjustment and well-being of call centre employees. Two studies- Study A and Study B were carried out. Study A was quantitative, and study B was qualitative in nature. Data for the Study A were collected from a sample of call centre agents (N = 269) from 7 Indian call centres. A questionnaire consisting 11 scales was used to collect the responses of call centre agents. Study B was carried out on 50 call centre agents through an interview schedule, which consisted 17-questions related to employeesD work demands, their consequences, and social support. The Qualitative study was done to augment the findings of Quantitative study. Factor analyses were carried out to reduce the factors of most of the scales taken in this study. Further, correlations and stepwise multiple regression analyses were carried out through SPSS-17 for analyzing the data of the Study A. The quantitative study results revealed that intensity of performance monitoring emerged as the strongest predictor of stress and well-being in call centre employees. Purpose of monitoring (feedback and support) has shown to have positive impact on well-being. The other factors emotional labor, and role ambiguity and role conflict are also identified as important determinates of stress, emotional exhaustion, job satisfaction, home adjustment and well-being in call centre employees. Moreover, self-efficacy and social support (supervisory and coworker support) played role of significant moderators between the relationships of work factors and stress and well-being....
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Supervisor: Nachiketa Tripathy
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HUMANITIES AND SOCIAL SCIENCES