Please use this identifier to cite or link to this item: http://hdl.handle.net/11189/5504
Title: Differences in call centre agents’ perception of their job characteristics, physical work environment and wellbeing
Authors: Miller, Noleen 
Hendrickse, Rozenda Frandeline 
Keywords: Call centre agent;Physical work environment;Emotional wellbeing;Performance management;Musculoskeletal disorder;Burnout
Issue Date: 2016
Source: Miller,N and Hendrickse,R, (2016) Differences in call centre agents perception of their job characteristics, physical work environment and wellbeing. Problems and Perspectives in Management Volume 14, Issue 1, 2016, Pages 51-63
Abstract: Orientation: job characteristics and physical work environment of call centres have an impact on the wellbeing of call centre agents. Research purpose: the aim of this study is to determine whether there are differences in male and female call centre agents’ perception of their job characteristics, physical work environment and wellbeing. The study also aims to investigate whether there is a significant relationship between the wellbeing problems encountered by call centre agents and the job characteristics and physical work environment factors. Motivation for the study: wellbeing in call centres is a concern and therefore necessitates a study in understanding the factors of the work environment that negatively impact the wellbeing of call centre agents. Research design, approach and method: a quantitative research approach was employed to gather the data for the study, utilizing a structured questionnaire. The sample (n = 275) consisted of call centre agents from four companies situated in the Cape Metropole. Main findings: call centre agents had the same perceptions of their job characterises. Differences in perception were found with the physical work environment and wellbeing. Significant relationships between job characteristics, physical work environment and wellbeing were found. Contribution/value-add: the study contributes to the literature and knowledge of the workplace environment and wellbeing of call centre agents.
URI: http://hdl.handle.net/11189/5504
Appears in Collections:Prof. Rozenda Frandeline Hendrickse

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