BazEkon - Biblioteka Główna Uniwersytetu Ekonomicznego w Krakowie

BazEkon home page

Meny główne

Autor
Montalbo Agnes F. (Rizal Technological University, Philippines)
Tytuł
The Burnout Level of Call Center Agents in Metro Manila, Philippines
Źródło
International Letters of Social and Humanistic Sciences (ILSHS), 2016, vol. 70, s. 21-29, tab., bibliogr. 20 poz.
Słowa kluczowe
Wypalenie zawodowe, Odporność psychiczna, Centrum obsługi telefonicznej
Professional burnout, Psychological resistance, Call centers
Uwagi
summ.
Kraj/Region
Filipiny
Philippines
Abstrakt
The aim of this study was to measure the exhaustion, cynicism and professional efficacy that would determine an individual's level of burnout. A convenient sample of employees (N=747) was obtained from different call centers in Metro Manila. The results indicated a high level of exhaustion for the age group of 18-29 years old and for the female respondents. More than half of the respondents were high in cynicism and those who reported a low professional efficacy were mostly females. Age showed a significant relationship with exhaustion and cynicism while tenure at present job showed a significant relationship with professional efficacy. Results implied that working in a call center may lead to employee burnout especially for females and those who are new in their job. (original abstract)
Pełny tekst
Pokaż
Bibliografia
Pokaż
  1. R. Periabras, The new call center capital of the world. The Manila Times. Retrieved from http: /www. manilatimes. net/philippines-the-new-call-center-capital-of-the-world/47984/, (2013).
  2. L. Holdsworth, S. Cartwright, Empowerment, stress and satisfaction: An exploratory study of a call centre, Leadership and Organization Development Journal, 24: 3 (2003) 131-140. DOI: 10.1108/01437730310469552
  3. N. Malhotra, A. Mukherjee, The relative influence of organizational commitment and job satisfaction on service quality of customer-contact employees in banking call centers, Journal of Services Marketing, 18: 3 (2004) 162-174. DOI: 10.1108/08876040410536477
  4. J. Singh, J.R. Goolsby, Behavioral and psychological consequences of boundary-spanning burnout for customer service representatives, Journal of Marketing Research, 94 (1994) 558-570. DOI: 10.2307/3151883
  5. W.A. Visser, S. Rothmann, Exploring antecedents and consequences of burnout in a call centre: empirical research, SA Journal of Industrial Psychology, 34: 2 (2008) 79-87. DOI: 10.4102/sajip.v34i2.734
  6. R.M. Hechanova, The call center as a revolving door: a Philippine perspective, Personnel Review, 42: 3 (2013) 349-365. DOI: 10.1108/00483481311320444
  7. P.C. Ruppel, R. Sims, P. Zeidler, Emotional labour and its outcomes: a study of a Philippine call centre, Asia-Pacific Journal of Business Administration, 5: 3 (2013) 246-261. DOI: 10.1108/apjba-02-2013-0008
  8. S. Choi, K. Cheong, R.A. Feinberg, Moderating effects of supervisor support, monetary rewards, and career paths on the relationship between job burnout and turnover intentions in the context of call centers, Managing Service Quality: An International Journal, 22: 5 (2012). DOI: 10.1108/09604521211281396
  9. W.B. Schaufeli, B. P Buunk, Burnout: An overview of 25 years of research and theorizing. The handbook of work and health psychology, 2 (2003) 282-424. DOI: 10.1002/0470013400.ch19
  10. W.B. Schaufeli, M.P. Leiter, C. Maslach, S.E. Jackson, The Maslach Burnout Inventory-General Survey, in C. Maslach, S.E. Jackson, & M.P. Leiter (Eds. ), Maslach Burnout Inventory. Palo Alto, CA: Consulting Psychologists Press, (1996). DOI: 10.1037/t05190-000
  11. C.L. Cordes, T.W. Dougherty, A review and an integration of research on job burnout. Academy of Management Review, 18: 4 (1993) 621-656. DOI: 10.5465/amr.1993.9402210153
  12. E.D. Ogus, E.R. Greenglass, R.J. Burke, Gender-role differences, work stress and depersonalization, Journal of Social Behavior and Personality, 5 (1990) 387-398.
  13. C. Maslach, W.B. Schaufeli, M.P. Leiter, Job burnout, Annual review of psychology, 52: 1 (2001) 397-422. DOI: 10.1146/annurev.psych.52.1.397
  14. M. N. Marshall, Sampling for qualitative research, Family practice, 13: 6 (1996) 522-526.
  15. A. Bakker, E. Demerouti, W. Schaufeli, Dual processes at work in a call centre: An application of the job demands-resources model, European journal of work and organizational psychology, 12: 4 (2003) 393-417. DOI: 10.1080/13594320344000165
  16. C. Maslach, M.P. Leiter, Early predictors of job burnout and engagement, Journal of Applied Psychology, 93 (2008) 498-512. DOI: 10.1037/0021-9010.93.3.498
  17. E. Greenglass, Burnout and gender: theoretical and organizational implications, Canadian Psychology, 32 (1991) 562-574.
  18. P.F. Zapf, A. Isic, M. Bechtoldt, P. Blau, What is typical for call centre jobs? Job characteristics and service interactions in different call centres, European Journal of Work and Organizational Psychology, 12: 4 (2003) 311-340. DOI: 10.1080/13594320344000183
  19. K.A. Lewig, M.F. Dollard, Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers, European Journal of Work and Organizational Psychology, 12: 4 (2003) 366-392. DOI: 10.1080/13594320344000200
  20. R.A. Karasek, T Theorell, Healthy Work: Stress, Productivity and the Reconstruction of Working Life. Basic Books, New York, (1990).
Cytowane przez
Pokaż
ISSN
2300-2697
Język
eng
URI / DOI
https://doi.org/10.18052/www.scipress.com/ILSHS.70.21
Udostępnij na Facebooku Udostępnij na Twitterze Udostępnij na Google+ Udostępnij na Pinterest Udostępnij na LinkedIn Wyślij znajomemu