Çağrı Merkezi Çalışanlarının Teknostres Düzeylerinin Demografik Değişkenler Açısından İncelenmesi

Berkin Hanaylı; Güler Tozkoparan

EN TR

An Examination of Call Center Employees’ Technostress Levels in Relation to Demographic Variables

Abstract

This study aims to examine the levels of technostress (stress induced by technology use) among call center employees in relation to various demographic variables. Conducted within the framework of a quantitative research approach and a comparative survey model, the study conceptualizes technostress through its sub-dimensions: techno-overload, techno-uncertainty, and techno-complexity. Data were collected via a survey administered to 325 employees working in call centers located in the provinces of Aydın and İzmir. Participants' levels of technostress were measured using the 14-item Technostress Scale developed by Tarafdar et al. (2007) and adapted into Turkish by Türen, Erdem, and Kalkın (2015). The findings revealed significant differences in technostress levels based on gender, educational attainment, income level, work arrangement, weekly working hours, perceived workload, number of working days per week, and tenure at the institution. However, no significant differences were observed with respect to age, marital status, or overall professional experience. These results suggest that technostress varies meaningfully according to certain demographic factors, highlighting the need for targeted intervention strategies tailored to the unique dynamics of the call center sector. In this regard, the study offers an original contribution to the literature and provides practitioners with data-driven guidance for policy development.

Keywords

Technostress , Call Center Employees , Demographic Variables

Çağrı Merkezi Çalışanlarının Teknostres Düzeylerinin Demografik Değişkenler Açısından İncelenmesi

Öz

Bu çalışmanın amacı, çağrı merkezi sektöründe çalışanların teknostres (teknoloji kullanımına bağlı stres) düzeylerini demografik değişkenler açısından incelemektedir. Nicel araştırma yaklaşımıyla ve karşılaştırmalı tarama modeli kapsamında gerçekleştirilen çalışmada teknostres kavramı; tekno-iş yükü, tekno-belirsizlik ve tekno-karmaşıklık alt boyutlarıyla ele alınmıştır. Veriler, Aydın ve İzmir illerinde faaliyet gösteren çağrı merkezlerinde görev yapan 325 çalışandan anket yoluyla toplanmıştır. Katılımcıların teknostres düzeyleri, Tarafdar ve arkadaşları (2007) tarafından geliştirilen ve Türen, Erdem ve Kalkın (2015) tarafından Türkçeye uyarlanan 14 maddelik Teknostres Ölçeği ile ölçülmüştür. Araştırma bulgularına göre; cinsiyet, eğitim düzeyi, gelir düzeyi, çalışma biçimi, haftalık çalışma süresi, algılanan iş yükü, haftalık çalışma günü ve kurumda çalışma süresi değişkenleri ile teknostres düzeyleri arasında anlamlı farklılıklar saptanmıştır. Buna karşılık, yaş, medeni durum ve toplam mesleki deneyim değişkenlerinde anlamlı bir farklılık tespit edilmemiştir. Elde edilen bulgular, teknostresin demografik değişkenlere göre anlamlı biçimde farklılaştığını ortaya koyarak, sektör özelinde hedef odaklı müdahale stratejileri geliştirilmesi gerektiğine işaret etmektedir. Bu yönüyle araştırma hem literatüre özgün bir katkı sunmakta hem de uygulayıcılara veri temelli politika geliştirme konusunda yol göstermektedir.

Anahtar Kelimeler

Teknostres , Çağrı Merkezi Çalışanları , Demografik Değişken

Kaynakça

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Ayrıntılar

Birincil Dil

Türkçe

Konular

Organizasyon , Örgütsel Davranış

Bölüm

Araştırma Makalesi

Yazarlar

Berkin Hanaylı ^*
0000-0001-6590-2038
Türkiye

Güler Tozkoparan
0000-0001-9082-7092
Türkiye

Yayımlanma Tarihi

30 Haziran 2025

Gönderilme Tarihi

9 Mayıs 2025

Kabul Tarihi

20 Mayıs 2025

Yayımlandığı Sayı

Yıl 1970 Cilt: 2 Sayı: 1

IZ

https://izlik.org/JA83TT88DM

APA

Hanaylı, B., & Tozkoparan, G. (2025). Çağrı Merkezi Çalışanlarının Teknostres Düzeylerinin Demografik Değişkenler Açısından İncelenmesi. Sosyoekonomik Araştırmalar Dergisi, 2(1), 19-52. https://izlik.org/JA83TT88DM

An Examination of Call Center Employees’ Technostress Levels in Relation to Demographic Variables

Abstract

Keywords

Çağrı Merkezi Çalışanlarının Teknostres Düzeylerinin Demografik Değişkenler Açısından İncelenmesi

Öz

Anahtar Kelimeler

Kaynakça

Ayrıntılar

Birincil Dil

Konular

Bölüm

Yazarlar

Yayımlanma Tarihi

Gönderilme Tarihi

Kabul Tarihi

Yayımlandığı Sayı

IZ

Kaynak Göster