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

Cilt: 6 Sayı: 3 1 Mayıs 2016
  • Mumtaz Ali Memon
  • Hiram Ting
  • Rohani Salleh
  • Jati Kasuma Ali
  • Yusman Yacob
International Review of Management and Marketing Kapak
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

Ayrıntılar

Birincil Dil

İngilizce

Konular

-

Bölüm

-

Yazarlar

Mumtaz Ali Memon Bu kişi benim

Hiram Ting Bu kişi benim

Rohani Salleh Bu kişi benim

Jati Kasuma Ali Bu kişi benim

Yusman Yacob Bu kişi benim

Yayımlanma Tarihi

1 Mayıs 2016

Gönderilme Tarihi

1 Mayıs 2016

Kabul Tarihi

-

Yayımlandığı Sayı

Yıl 2016 Cilt: 6 Sayı: 3

IZ

https://izlik.org/JA46PB86KS

Kaynak Göster

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, ve 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 (01 Mayıs 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, ve Y. Yacob, “Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector”, IRMM, c. 6, sy 3, ss. 442–447, May. 2016, [çevrimiçi]. Erişim adresi: 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 (01 Mayıs 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, vd. “Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector”. International Review of Management and Marketing, c. 6, sy 3, Mayıs 2016, ss. 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]. 01 Mayıs 2016;6(3):442-7. Erişim adresi: https://izlik.org/JA46PB86KS