Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector
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 desi...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
EconJournals
2016-07-01
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| Series: | International Review of Management and Marketing |
| Online Access: | https://econjournals.com/index.php/irmm/article/view/2256 |
| _version_ | 1828028482254274560 |
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| author | Mumtaz Ali Memon Hiram Ting Rohani Salleh Jati Kasuma Ali Yusman Yacob |
| author_facet | Mumtaz Ali Memon Hiram Ting Rohani Salleh Jati Kasuma Ali Yusman Yacob |
| author_sort | Mumtaz Ali Memon |
| collection | DOAJ |
| description |
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: Contact centre, Call Operators, Job Satisfaction, Stress, Mixed-Method Design
JEL Classification: M12
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| first_indexed | 2024-04-10T13:52:48Z |
| format | Article |
| id | doaj.art-097fa0f5df5048f0be181d70f1ef6b81 |
| institution | Directory Open Access Journal |
| issn | 2146-4405 |
| language | English |
| last_indexed | 2024-04-10T13:52:48Z |
| publishDate | 2016-07-01 |
| publisher | EconJournals |
| record_format | Article |
| series | International Review of Management and Marketing |
| spelling | doaj.art-097fa0f5df5048f0be181d70f1ef6b812023-02-15T16:10:35ZengEconJournalsInternational Review of Management and Marketing2146-44052016-07-0163Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication SectorMumtaz Ali Memon0Hiram Ting1Rohani Salleh2Jati Kasuma Ali3Yusman Yacob4Department of Management and Humanities, Universiti Teknologi PETRONAS, Perak, MalaysiaInstitute of Borneo Studies, Universiti Malaysia Sarawak, Kota Samarahan, Malaysia Institute of Graduate Studies, SEGi Universiti, Kota Damansara, MalaysiaDepartment of Management and Humanities, Universiti Teknologi PETRONAS, Perak, Malaysia3Faculty of Accounting, Finance and Business, Tunku Abdul Rahman University College, Sabah BranchFaculty of Business Management, Universiti Teknologi MARA (UiTM), Kota Samarahan, Malaysia 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: Contact centre, Call Operators, Job Satisfaction, Stress, Mixed-Method Design JEL Classification: M12 https://econjournals.com/index.php/irmm/article/view/2256 |
| spellingShingle | 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 International Review of Management and Marketing |
| title | Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector |
| title_full | Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector |
| title_fullStr | Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector |
| title_full_unstemmed | Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector |
| title_short | Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector |
| title_sort | level of stress and job satisfaction among call operators a case of malaysian telecommunication sector |
| url | https://econjournals.com/index.php/irmm/article/view/2256 |
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