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The role of general and specific stressors in the health and well-being of call centre operators

Mellor,D, Moore,KA and Siong,ZM 2014, The role of general and specific stressors in the health and well-being of call centre operators, Work, pp. 1-35, doi: 10.3233/WOR-141975.

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Title The role of general and specific stressors in the health and well-being of call centre operators
Author(s) Mellor,DORCID iD for Mellor,D orcid.org/0000-0001-5007-5906
Moore,KA
Siong,ZM
Journal name Work
Start page 1
End page 35
Total pages 35
Publisher IOS Press
Place of publication Amsterdam, Netherlands
Publication date 2014-11-25
ISSN 1875-9270
Keyword(s) Stress
health
turnover
Summary 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.
Language eng
DOI 10.3233/WOR-141975
Field of Research 170107 Industrial and Organisational Psychology
Socio Economic Objective 920505 Occupational Health
HERDC Research category C1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2014, IOS Press
Persistent URL http://hdl.handle.net/10536/DRO/DU:30072120

Document type: Journal Article
Collections: School of Psychology
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Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.