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

journal contribution
posted on 25.11.2014, 00:00 authored by David MellorDavid Mellor, K A Moore, Z M Siong
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.

History

Journal

Work

Pagination

1 - 35

Publisher

IOS Press

Location

Amsterdam, Netherlands

eISSN

1875-9270

Language

eng

Publication classification

C Journal article; C1 Refereed article in a scholarly journal

Copyright notice

2014, IOS Press