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

Agarwal, R., & Prasad, J. (1999). Are individual differences germane to the acceptance of new information technologies? Decision Sciences, 30(2), 361–391. https://doi.org/10.1111/j.1540-5915.1999.tb01614.x
Arain, S., & Arain, M. A. (2023). Technostress level in prospective teachers at higher education institution. Academy of Education and Social Sciences Review, 3(2), 111–119. https://doi.org/10.48112/aessr.v3i2.468
Ayyagari, R., Grover, V., & Purvis, R. (2011). Technostress: Technological antecedents and implications. MIS Quarterly, 35(4), 831–858. https://doi.org/10.2307/41409963
Azzahra, S., Ayunanda, S. N., & Suhendra, E. S. (2022). How digitalisation affecting employees well-being during COVID-19 outbreak: A meta-analysis study. Jurnal Ilmiah Ekonomi Bisnis, 27(1), 44–57. https://doi.org/10.35760/eb.2022.v27i1.5413
Bahamondes-Rosado, M. E., Cerdá-Suárez, L. M., Dodero Ortiz de Zevallos, G. F., & Espinosa-Cristia, J. F. (2023). Technostress at work during the COVID-19 lockdown phase (2020–2021): A systematic review of the literature. Frontiers in Psychology, 14, Article 1158790. https://doi.org/10.3389/fpsyg.2023.1173425
Bandura, A. (1986). Social foundations of thought and action: A social cognitive theory. Prentice-Hall.
Bandura, A. (1991). Social cognitive theory of self-regulation. Organizational Behavior and Human Decision Processes, 50(2), 248–287. https://doi.org/10.1016/0749-5978(91)90022-L
Barley, S. R. (1990). The alignment of technology and structure through roles and networks. Administrative Science Quarterly, 35(1), 61–103. https://doi.org/10.2307/2393551
Bendovschi, A. (2015). Cyber-attacks–trends, patterns and security countermeasures. Procedia Economics and Finance, 28, 24–31. https://doi.org/10.1016/S2212-5671(15)01077-1
Bešlagić, M., & Đonlagić-Alibegović, S. (2024). Causes and effects of technostress in the workplace: A systematic literature review. Poslovna Ekonomija, 25(1), 1–12. https://doi.org/10.5937/poseko25-49686

Bondanini, G., Giorgi, G., Ariza-Montes, A., Vega-Muñoz, A., & Andreucci-Annunziata, P. (2020). Technostress dark side of technology in the workplace: A scientometric analysis. International Journal of Environmental Research and Public Health, 17(21), 8013. https://doi.org/10.3390/ijerph17218013
Brivio, E., Gaudioso, F., Vergine, I., Mirizzi, C. R., Reina, C., Stellari, A., & Galimberti, C. (2018). Preventing technostress through positive technology. Frontiers in Psychology, 9, Article 2569. https://doi.org/10.3389/fpsyg.2018.02569
Brod, C. (1984). Technostress: The human cost of the computer revolution. Addison-Wesley.
Brooks, S., & Califf, C. (2017). Social media-induced technostress: Its impact on the job performance of IT professionals and the moderating role of job characteristics. Computer Networks, 114, 143–153. https://doi.org/10.1016/j.comnet.2016.08.020
Buono, C., Farnese, M. L., & Spagnoli, P. (2023). The workaholism–technostress interplay: Initial evidence on their mutual relationship. Behavioral Sciences, 13(7), 564. https://doi.org/10.3390/bs13070599
Burney, V. H. (2008). Applications of social cognitive theory to gifted education. Roeper Review, 30(2), 130–139. https://doi.org/10.1080/02783190801955335
Califf, C. B., Sarker, S., & Sarker, S. (2020). The bright and dark sides of technostress: A mixed-methods study involving healthcare. MIS Quarterly, 44(2), 809–856. http://dx.doi.org/10.25300/MISQ/2020/14818
Camacho, S., & Barrios, A. (2022). Teleworking and technostress: Early consequences of a COVID-19 lockdown. Cognition, Technology & Work, 24(3), 441–457. https://psycnet.apa.org/doi/10.1007/s10111-022-00693-4
Carayon‐Sainfort, P. (1992). The use of computers in offices: Impact on task characteristics and worker stress. International Journal of Human‐Computer Interaction, 4(3), 245–261. https://psycnet.apa.org/doi/10.1080/10447319209526041
Carlotto, M. S., Welter Wendt, G., & Jones, A. P. (2017). Technostress, career commitment, satisfaction with life, and work-family interaction among workers in information and communication technologies. Actualidades en Psicología, 31(122), 91–102. http://dx.doi.org/10.15517/ap.v31i122.22729.
Champion, S. (1988). Technostress: Technology's toll. School Library Journal, 35(3), 48–51.
Chesley, N. (2014). Information and communication technology use, work intensification and employee strain and distress. Work, Employment & Society, 28(4), 589–610. https://doi.org/10.1177/0950017013500112.
Chiappetta, M. (2017). The technostress: Definition, symptoms and risk prevention. Senses and Sciences, 4(1), 358–361. https://doi.org/10.14616/sands-2017-1-358361.
Cochran, W. G. (1977). Sampling techniques (3rd ed.). John Wiley & Sons.
Cotten, S. R., Shank, D. B., & Anderson, W. A. (2014). Gender, technology use and ownership, and media-based multitasking among middle school students. Computers in Human Behavior, 35, 99–106. https://doi.org/10.1016/j.chb.2014.02.041
Curbano, R. J. P. (2021). Interplay model of technostress creators and cognitive workload in a call center business process outsourcing industries. In A. Chakrabarti & D. Chakrabarti (Eds.), Convergence of ergonomics and design: Proceedings of ACED SEANES 2020 (pp. 242–252). Springer International Publishing. https://doi.org/10.1007/978-3-030-63335-6_25.
Çetin, D., & Bülbül, T. (2017). Okul yöneticilerinin teknostres algıları ile bireysel yenilikçilik özellikleri arasındaki ilişkinin incelenmesi. Abant İzzet Baysal Üniversitesi Eğitim Fakültesi Dergisi, 17(3), 1241–1264. https://doi.org/10.17240/aibuefd.2017.17.31178-338821.
Çoklar, A. N., & Şahin, Y. L. (2011). Technostress levels of social network users based on ICTs in Turkey. European Journal of Social Sciences, 23(2), 171–182.
De Giovanni, K., & Catania, G. (2018). The impact of technostress on personal well-being – An analysis of individual and group differences. Symposia Melitensia, 14, 211–223. https://www.um.edu.mt/library/oar//handle/123456789/30009.
Dolan, S., & Tziner, A. (1988). Implementing computer-based automation in the office: A study of experience stress. Journal of Organizational Behavior, 9, 183–187. https://psycnet.apa.org/doi/10.1002/job.4030090209.
Dragano, N., & Lunau, T. (2020). Technostress at work and mental health: Concepts and research results. Current Opinion in Psychiatry, 33(4), 407–413. https://doi.org/10.1097/yco.0000000000000613.
Enis, L. A. (2005). Much of what I found out about technostress and librarians. Computers in Libraries, 25(8), 10–12.
Ercan, İ., & Kan, İ. (2004). Ölçeklerde güvenirlik ve geçerlik. Uludağ Üniversitesi Tıp Fakültesi Dergisi, 30(3), 211–216.
Estrada-Muñoz, C., Vega-Muñoz, A., Castillo, D., Müller-Pérez, S., & Boada-Grau, J. (2021). Technostress of Chilean teachers in the context of the COVID-19 pandemic and teleworking. International Journal of Environmental Research and Public Health, 18(10), 5458. https://doi.org/10.3390/ijerph18105458.
Fisher, W., & Wesolkowski, S. (1999). Tempering technostress. IEEE Technology and Society Magazine, 18(1), 28–42. https://doi.org/10.1109/44.752243.
Fudail, M., & Mellar, H. (2008). Investigating teacher stress when using technology. Computers & Education, 51, 1103–1110. https://doi.org/10.1016/j.compedu.2007.11.004.
Golz, C., Peter, K. A., Müller, T. J., Mutschler, J., Zwakhalen, S. M., & Hahn, S. (2021). Technostress and digital competence among health professionals in Swiss psychiatric hospitals: Cross-sectional study. JMIR Mental Health, 8(11), Article e28384. https://doi.org/10.2196/31408.
Gökbulut, B., & Dindaş, S. (2022). Öğretmenlerin mesleki tükenmişlik ve teknostres düzeylerinin incelenmesi. International Journal of Eurasia Social Sciences (IJOESS), 13(47), 42–59. http://dx.doi.org/10.35826/ijoess.3096.
Göksün, D. O., Haseski, H. İ. M., & Leymun, Ş. O. (2019). Teknostres kaynakları ölçeğinin Türkçeye uyarlama çalışması. Akdeniz Eğitim Araştırmaları Dergisi, 13(27), 591–616. https://doi.org/10.29329/mjer.2019.185.29.
Groeneveld, J. (2021). The other side of the story: A study of the negative effects of technology on employee wellbeing and resilience with the moderating role of networked leadership [Master’s thesis, Tilburg University].
Harahap, K., & Effiyanti, T. (2015). Technostress among educators: A revisit of social cognitive perspective. Asia Pacific Journal of Contemporary Education and Communication Technology, 1(1), 108–120.
Harper, S. (2000). Managing technostress in UK libraries: A realistic guide. Retrieved from http://www.ariadne.ac.uk/issue25/technostress.
Harris, C., Straker, L., & Pollock, C. (2013). The influence of age, gender and other information technology use on young people's computer use at school and home. Work: A Journal of Prevention, Assessment and Rehabilitation, 44(1), 61–71. https://doi.org/10.3233/wor-121494.
Harris, K. J., Harris, R. B., Valle, M., Carlson, J., Carlson, D. S., Zivnuska, S., & Wiley, B. (2022). Technostress and the entitled employee: Impacts on work and family. Information Technology & People, 35(3), 1073–1095. https://psycnet.apa.org/doi/10.1108/ITP-07-2019-0348.
Harunavamwe, M., & Kanengoni, H. (2023). Hybrid and virtual work settings; the interaction between technostress, perceived organisational support, work-family conflict and the impact on work engagement. African Journal of Economic and Management Studies. Advance online publication. https://doi.org/10.1108/AJEMS-07-2022-0306.
Heinssen, R. K., Jr., Glass, C. R., & Knight, L. A. (1987). Assessing computer anxiety: Development and validation of the Computer Anxiety Rating Scale. Computers in Human Behavior, 3, 49–59. https://doi.org/10.1016/0747-5632(87)90010-0.
Herrmann, T., Hofmann, M., Kunau, G., & Loser, K.-U. (2004). A modelling method for the development of groupware application as socio-technical systems. Behaviour & Information Technology, 23(2), 119–135. http://dx.doi.org/10.1080/01449290310001644840.
Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513–524. https://psycnet.apa.org/doi/10.1037/0003-066X.44.3.513.
Hobfoll, S. E., & Ford, J. S. (2007). Conservation of resources theory. In G. Fink (Ed.), Encyclopedia of stress (Vol. 1, pp. 562–567). Academic Press.
Hsiao, K. L. (2017). Compulsive mobile application usage and technostress: The role of personality traits. Online Information Review, 41(2), 272–295. https://doi.org/10.1108/OIR-03-2016-0091.
Hu, Y., Zhao, L., Gupta, S., & He, X. (2022). Gender plays different roles? Examining the dark side of ubiquitous connectivity enabled by personal IT ensembles usage. Information Technology & People, 36(1), 165–195. http://dx.doi.org/10.1108/ITP-07-2020-0520.
Innstrand, S. T., Christensen, M., Grødal, K., & Banks, C. (2022). Within- and between-person changes in work practice and experiences due to COVID-19: Lessons learned from employees working from home, hybrid working, and working at the office. Frontiers in Psychology, 13, Article 948516. https://doi.org/10.3389/fpsyg.2022.948516.
Jena, R., & Mahanti, P. (2014). An empirical study of technostress among Indian academicians. International Journal of Education and Learning, 3(2), 1–10. http://dx.doi.org/10.14257/ijel.2014.3.2.01
Kalay, F. (2009). Bilişim teknolojilerinin iş stresi ve iş doyumu üzerindeki etkileri: Kuram ve Türk bankacılık sektöründe bir uygulama [Yayımlanmamış doktora tezi]. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü.
Karaca, A., Yalçın, Z., & Sezgin, E. E. (Eds.). (2024). Dijital çağın yeni hastalığı teknostres: Meslekler arası bir karşılaştırma. Eğitim Yayınevi.
Karhan, M. B., Bektaş, M., & Çiçek, H. (2023). Çağrı merkezi çalışanlarında teknostresin etkileri üzerine nitel bir çalışma. Oğuzhan Sosyal Bilimler Dergisi, 5(2), 85–95. https://doi.org/10.55580/oguzhan.1320298
Karimi, A., & Neustaedter, C. (2012). From high connectivity to social isolation: Communication practices of older adults in the digital age. In Proceedings of the ACM 2012 Conference on Computer Supported Cooperative Work Companion (pp. 127–130). https://doi.org/10.1145/2141512.2141559.
Kıncı, C., & Özgür, H. (2022). Öğretmenlerin teknostres düzeylerinin çeşitli değişkenlere göre değerlendirilmesi: Edirne ili örneği. Trakya Eğitim Dergisi, 12(2), 1106–1132. https://doi.org/10.24315/tred.1033278.
Kim, S., Park, H., & Choi, M. J. (2019). Negative impact of social network services based on stressor-stress-outcome: The role of experience of privacy violations. Future Internet, 11(6), 137. https://doi.org/10.3390/fi11060137.
King, A. L. S., Valença, A. M., Silva, A. C. O., Baczynski, T., Carvalho, M. R., & Nardi, A. E. (2013). Nomophobia: Dependency on virtual environments or social phobia? Computers in Human Behavior, 29(1), 140–144. https://doi.org/10.1016/j.chb.2012.07.025.
Kopuz, K., & Aydın, G. (2020). Sağlık çalışanlarında teknostres: Bir özel hastane örneği. Ekonomi, İşletme ve Maliye Araştırmaları Dergisi, 2(3), 249–264. https://doi.org/10.38009/ekimad.780928.
Krishnan, S. (2017). Personality and espoused cultural differences in technostress creators. Computers in Human Behavior, 66, 154–167. https://doi.org/10.1016/j.chb.2016.09.039.
Kulik, C. T., Oldham, G. R., & Hackman, J. R. (1987). Work design as an approach to person-environment fit. Journal of Vocational Behavior, 31(3), 278–296. https://doi.org/10.1016/0001-8791(87)90044-3.
Kupersmith, J. (1992). Technostress and the reference librarian. Reference Services Review, 20(2), 7–50. https://doi.org/10.1108/eb049150
La Torre, G., De Leonardis, V., & Chiappetta, M. (2020). Technostress: How does it affect the productivity and life of an individual? Results of an observational study. Public Health, 189, 60–65. https://doi.org/10.1016/j.puhe.2020.09.013
Lal, B., Dwivedi, Y. K., & Haag, M. (2021). Working from home during Covid-19: Doing and managing technology-enabled social interaction with colleagues at a distance. Information Systems Frontiers. Advance online publication. https://doi.org/10.1007/s10796-021-10182-0
Lauterbach, A. S., Tober, T., Kunze, F., & Busemeyer, M. R. (2023). Can welfare states buffer technostress? Income and technostress in the context of various OECD countries. PLOS ONE, 18(12), e0295229. https://doi.org/10.1371/journal.pone.0295229
Lee, Y. K. (2021). Impacts of digital technostress and digital technology self-efficacy on Fintech usage intention of Chinese Gen Z consumers. Sustainability, 13(9), 5077. https://doi.org/10.3390/su13095077
Love, J. H., Simpson, D. R. F., & Walker, J. (1989). The impact of new technology on labor flexibility and working practices: A management perspective. Journal of General Management, 14(3), 13–25.
Marchiori, D. M., Mainardes, E. W., & Rodrigues, R. G. (2019). Do individual characteristics influence the types of technostress reported by workers? International Journal of Human–Computer Interaction, 35(3), 218–230. https://doi.org/10.1080/10447318.2018.1449713
McKesey, J., & Fabi, S. G. (2022). Is the technology era aging you? A review of the physiologic and psychologic toll of technology use. Dermatologic Surgery, 48(9), 978–988. https://doi.org/10.1097/DSS.0000000000003535
Merdan, E., & Karadal, H. (2022). Teknostres ve iş geriliminin hizmet inovasyon davranışına etkisi: Esnek çalışma düzenlemelerinin aracılık rolü. Ahi Evran Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 8(2), 540–557. https://doi.org/10.31592/aeusbed.1096614
Muchinsky, P. M., & Monahan, C. J. (1987). What is person-environment congruence? Supplementary versus complementary models of fit. Journal of Vocational Behavior, 31(3), 268–277. https://doi.org/10.1016/0001-8791(87)90043-1
Muscanell, N. L., & Guadagno, R. E. (2012). Make new friends or keep the old: Gender and personality differences in social networking use. Computers in Human Behavior, 28(1), 107–112. https://doi.org/10.1016/j.chb.2011.08.016
Müşteri Deneyimi Yönetimi ve Teknolojileri Derneği. (2024). Müşteri deneyimi yönetimi 2024 araştırması: Dönüşen ve büyüme iştahını sürdüren ekosistem.
Nagarajah, B. A. (2017). The impact of professional training and personal factors on technostress: An exploratory study [Doctoral dissertation, Capella University]. ERIC.
Narasalagi, V. M., Shintri, S., & Saraih, U. N. (2021). Technostress and its impact on job satisfaction: Evidences during COVID-19 pandemic among faculty members in higher education in Karnataka. Journal of Management Research and Analysis, 8(4), 202–207. https://doi.org/10.18231/j.jmra.2021.039.
Nelson, D. L., & Kletke, M. G. (1990). Individual adjustment during technological innovation: A research framework. Behavior and Information Technology, 9(4), 257–271. https://psycnet.apa.org/doi/10.1080/01449299008924242.
Norshidah, M., Nor, A., & Ramlah, H. (2012). Computer use ethics among university students and staff: The influence of gender, religious work value and organizational level. Campus-Wide Information Systems, 29(5), 328–343. https://doi.org/10.1108/10650741211275099.
Owusu-Ansah, S., Azasoo, J. Q., & Adu, I. N. (2016). Understanding the effects of techno-stress on the performance of banking staff. International Journal of Business Continuity and Risk Management, 6(3), 222–236. https://doi.org/10.1504/IJBCRM.2016.079010.
Özdamar, K. (2004). Paket programlar ile istatistiksel veri analizi. Eskişehir: Kaan Kitabevi.
Pansini, M., Buonomo, I., De Vincenzi, C., Ferrara, B., & Benevene, P. (2023). Positioning technostress in the JD-R model perspective: A systematic literature review. Healthcare, 11(3), 446. https://doi.org/10.3390/healthcare11030446.
Philip, J., & Kosmidou, V. (2023). How proactive personality and ICT-enabled technostress creators configure as drivers of job crafting. Journal of Management & Organization, 29(4), 724–744. https://doi.org/10.1017/jmo.2022.56
Ragu-Nathan, T. S., Tarafdar, M., & Ragu-Nathan, B. S. (2008). The consequences of technostress for end users in organizations: Conceptual development and empirical validation. Information Systems Research, 19(4), 417–433. https://doi.org/10.1287/isre.1070.0165.
Rajput, N., Gupta, M., Kesharwani, S., & Chhabra, N. N. (2011). Impact of technostress in enhancing human productivity: An econometric study. Global Journal of Enterprise Information System, 3(3), 1–8.
Rayna, T., & Striukova, L. (2009). Luxury without guilt: Service innovation in the all-inclusive hotel industry. Service Business, 3(4), 359–372. https://doi.org/10.1007/s11628-009-0072-8
Renu, N. (2021). Technological advancement in the era of COVID-19. SAGE Open Medicine, 9, 1–4. https://doi.org/10.1177/20503121211000912.
Rey-Merchán, M. D. C., López-Arquillos, A., Pires Rosa, M., & Gómez-de-Gabriel, J. M. (2022). Proposal for an institutional carpooling system among workers from the public-education sector. Sustainability, 14(21), 14601. https://doi.org/10.3390/su142114601
Rumberger, R. W. (1984). High technology and job loss. Technology in Society, 6(4), 263–284. https://doi.org/10.1016/0160-791X(84)90022-8.
Salanova, M., Llorens, S., & Ventura, M. (2014). Technostress: The dark side of technologies. In C. Korunka & P. Hoonakker (Eds.), The impact of ICT on quality of working life (pp. 87–103). Dordrecht: Springer. http://dx.doi.org/10.1007/978-94-017-8854-0_6.
Salanova, M., Martínez, I., Cifre, E., & Llorens, S. (2009). Occupational health from a psychosocial perspective: Theoretical and conceptual characteristics. In M. Salanova (Ed.), Occupational health psychology (pp. 27–62). Madrid: Editorial Síntesis.
Sankar, P. (2019). The rising applications of automation in emerging world. International Journal on Integrated Education, 2(1), 66–70. https://doi.org/10.17605/ijie.v2i1.524.
Sankar, Y., & Natale, S. M. (1990). Technological change, technostress, and industrial humanism. International Journal of Value-Based Management, 3(1), 91–103.
Sasidharan, S. (2022). Technostress in the workplace: A social network perspective. Information Technology & People, 35(4), 1219–1238. https://doi.org/10.1108/ITP-09-2020-0649.
Schunk, D. H., & Usher, E. L. (2012). Social cognitive theory and motivation. In R. M. Ryan (Ed.), The Oxford handbook of human motivation (pp. 11–26). Oxford: Oxford University Press.
Seçer, İ. (2015). SPSS ve LISREL ile pratik veri analizi: Analiz ve raporlaştırma. Ankara: Anı Yayıncılık.
Sharma, K. (2019). Technostress explained: Help your team avoid it. Retrieved from https://whatfix.com/blog/beat-workplace-technostress/
Shepherd, S. S. G. (2004). Relationships between computer skills and technostress: How does this affect me? In Proceedings of the 2004 ASCUE Conference (pp. 225–231). Myrtle Beach, SC.
Stich, J.-F., Tarafdar, M., Stacey, P., & Cooper, C. L. (2019). Appraisal of email use as a source of workplace stress: A person–environment fit approach. Journal of the Association for Information Systems, 20(2), 132–160. https://doi.org/10.17705/1jais.00531.
Tagurum, Y. O., Okonoda, K. M., Miner, C. A., Bello, D. A., & Tagurum, D. J. (2017). Effect of technostress on job performance and coping strategies among academic staff of a tertiary institution in North-Central Nigeria. International Journal of Biomedical Research, 8(6), 312–319. https://doi.org/10.7439/ijbr.v8i6.4176.
Talib, S. L. A., Jusoh, M. A., Razali, F. A., & Awang, N. B. (2022). Technostress creators in the workplace: A literature review and future research needs in accounting education. Malaysian Journal of Social Sciences and Humanities, 7(7), 1–13. https://doi.org/10.47405/mjssh.v7i7.1625.
Tarafdar, M., Cooper, C. L., & Stich, J. F. (2019). The technostress trifecta—techno-eustress, techno-distress and design: Theoretical directions and an agenda for research. Information Systems Journal, 29(1), 6–42. https://doi.org/10.1111/isj.12169.
Tarafdar, M., Tu, Q., Ragu-Nathan, B. S., & Ragu-Nathan, T. S. (2007). The impact of technostress on role stress and productivity. Journal of Management Information Systems, 24(1), 301–328. http://dx.doi.org/10.2753/MIS0742-1222240109.
Tarafdar, M., Tu, Q., Ragu-Nathan, B. S., & Ragu-Nathan, T. S. (2011). Crossing to the dark side: Examining creators, outcomes, and inhibitors of technostress. Communications of the ACM, 54(9), 113–120. https://doi.org/10.1145/1995376.1995403.
Trist, E. L. (1981). The evolution of socio-technical systems (Vol. 2). Toronto, ON: Ontario Quality of Working Life Centre.
Türen, U., Erdem, H., & Kalkın, G. (2015). İş yerinde tekno-stres ölçeği: Havacılık ve bankacılık sektöründe bir araştırma. Çalışma İlişkileri Dergisi, 6(1), 1–19.
Upadhyaya, P., & Vrinda. (2021). Impact of technostress on academic productivity of university students. Education and Information Technologies, 26, 1647–1664. https://link.springer.com/article/10.1007/s10639-020-10319-9.
Varanasi, R. A., Vashistha, A., Kizilcec, R. F., & Dell, N. (2021). Investigating technostress among teachers in low-income Indian schools. Proceedings of the ACM on Human-Computer Interaction, 5(CSCW1), Article 29. http://dx.doi.org/10.1145/3476081.
Vergine, I., Gatti, F., Berta, G., Marcucci, G., Seccamani, A., & Galimberti, C. (2022). Teachers’ stress experiences during COVID-19-related emergency remote teaching: Results from an exploratory study. Frontiers in Education, 7, Article 1009974. https://doi.org/10.3389/feduc.2022.1009974.
Wang, H., Ding, H., & Kong, X. (2023). Understanding technostress and employee well-being in digital work: The roles of work exhaustion and workplace knowledge diversity. International Journal of Manpower, 44(2), 334–353. https://doi.org/10.1108/IJM-08-2021-0480.
Wang, K., Shu, Q., & Tu, Q. (2008). Technostress under different organizational environments: An empirical investigation. Computers in Human Behavior, 24(6), 3002–3013. https://doi.org/10.1016/j.chb.2008.05.007.
Weil, M. M., & Rosen, L. D. (1995). The psychological impact of technology from a global perspective: A study of technological sophistication and technophobia in university students from twenty-three countries. Computers in Human Behavior, 11(1), 95–133. https://doi.org/10.1016/0747-5632(94)00026-E.
Yang, D., Zheng, G. F., Wang, H., & Li, M. (2022). Education, income, and happiness: Evidence from China. Frontiers in Public Health, 10, Article 855327. https://doi.org/10.3389/fpubh.2022.855327.
Yao, N., & Wang, Q. (2023). Technostress from smartphone use and its impact on university students’ sleep quality and academic performance. Asia-Pacific Education Researcher, 32(3), 317–326. https://doi.org/10.1007/s40299-022-00654-5.
Yaverbaum, G. J. (1988). Critical factors in the user environment: An experimental study of users, organizations, and tasks. MIS Quarterly, 12(1), 75–89. https://doi.org/10.2307/248807.

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 2025 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