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

Yıl 2016, Cilt: 6 Sayı: 3, 442 - 447, 01.05.2016

Mumtaz Ali Memon Hiram Ting Rohani Salleh Jati Kasuma Ali Yusman Yacob

Öz

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.

Anahtar Kelimeler

Contact centre Call Operators Job Satisfaction Stress Mixed-Method Design

Yıl 2016, Cilt: 6 Sayı: 3, 442 - 447, 01.05.2016

Mumtaz Ali Memon Hiram Ting Rohani Salleh Jati Kasuma Ali Yusman Yacob

Öz

Toplam 0 adet kaynakça vardır.

Ayrıntılar

Diğer ID JA89GP98YS
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
Yayımlandığı Sayı Yıl 2016 Cilt: 6 Sayı: 3

Kaynak Göster

APA Memon, M. A., Ting, H., Salleh, R., … Ali, J. K. (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.
AMA 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. Mayıs 2016;6(3):442-447.
Chicago Memon, Mumtaz Ali, Hiram Ting, Rohani Salleh, Jati Kasuma Ali, ve Yusman Yacob. “Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector”. International Review of Management and Marketing 6, sy. 3 (Mayıs 2016): 442-47.
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 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, 2016.
ISNAD 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 6/3 (Mayıs2016), 442-447.
JAMA 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, 2016, ss. 442-7.
Vancouver 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):442-7.