Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector

Volume: 6 Number: 3 May 1, 2016
  • Mumtaz Ali Memon
  • Hiram Ting
  • Rohani Salleh
  • Jati Kasuma Ali
  • Yusman Yacob
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International Review of Management and Marketing
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Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector

Abstract

The study aims to identify the level of stress and job satisfaction among call operators (COs) in Malaysia. It also explores COs views on the factors affecting their stress level and job satisfaction. This research is based on a case study of a telecommunication contact centre. A mixed-methods design was employed whereby a survey questionnaire was completed by 113 COs, and two in-depth interviews were conducted. The results indicate the reasons and potential outcomes of high level stress and low job satisfaction among COs. Stressful working environment, poor supervisory support, and heavy workload are found to be key factors affecting COs high level of stress and low job satisfaction. As such the study provides valuable insights to researchers and practitioners.

Keywords

Details

Primary Language

English

Subjects

-

Journal Section

-

Authors

Mumtaz Ali Memon This is me

Hiram Ting This is me

Rohani Salleh This is me

Jati Kasuma Ali This is me

Yusman Yacob This is me

Publication Date

May 1, 2016

Submission Date

May 1, 2016

Acceptance Date

-

Published in Issue

Year 2016 Volume: 6 Number: 3

IZ

https://izlik.org/JA46PB86KS

Cite

RIS / Bibtex
APA
Memon, M. A., Ting, H., Salleh, R., Ali, J. K., & Yacob, Y. (2016). Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector. International Review of Management and Marketing, 6(3), 442-447. https://izlik.org/JA46PB86KS
AMA
1.Memon MA, Ting H, Salleh R, Ali JK, Yacob Y. Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector. IRMM. 2016;6(3):442-447. https://izlik.org/JA46PB86KS
Chicago
Memon, Mumtaz Ali, Hiram Ting, Rohani Salleh, Jati Kasuma Ali, and Yusman Yacob. 2016. “Level of Stress and Job Satisfaction Among Call Operators: A Case of Malaysian Telecommunication Sector”. International Review of Management and Marketing 6 (3): 442-47. https://izlik.org/JA46PB86KS.
EndNote
Memon MA, Ting H, Salleh R, Ali JK, Yacob Y (May 1, 2016) Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector. International Review of Management and Marketing 6 3 442–447.
IEEE
[1]M. A. Memon, H. Ting, R. Salleh, J. K. Ali, and Y. Yacob, “Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector”, IRMM, vol. 6, no. 3, pp. 442–447, May 2016, [Online]. Available: https://izlik.org/JA46PB86KS
ISNAD
Memon, Mumtaz Ali - Ting, Hiram - Salleh, Rohani - Ali, Jati Kasuma - Yacob, Yusman. “Level of Stress and Job Satisfaction Among Call Operators: A Case of Malaysian Telecommunication Sector”. International Review of Management and Marketing 6/3 (May 1, 2016): 442-447. https://izlik.org/JA46PB86KS.
JAMA
1.Memon MA, Ting H, Salleh R, Ali JK, Yacob Y. Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector. IRMM. 2016;6:442–447.
MLA
Memon, Mumtaz Ali, et al. “Level of Stress and Job Satisfaction Among Call Operators: A Case of Malaysian Telecommunication Sector”. International Review of Management and Marketing, vol. 6, no. 3, May 2016, pp. 442-7, https://izlik.org/JA46PB86KS.
Vancouver
1.Mumtaz Ali Memon, Hiram Ting, Rohani Salleh, Jati Kasuma Ali, Yusman Yacob. Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector. IRMM [Internet]. 2016 May 1;6(3):442-7. Available from: https://izlik.org/JA46PB86KS