The implications of work schedule on the well-being, social interaction and stress of call center employees

• Main Authors: Geronimo, Allen Gayle A., Medina, Alessandra R., Menghrajani, Roshini I.
• Format: text
• Language: English
• Published: Animo Repository 2009
• Subjects: Call centers > Employees; Hours of labor; Shift systems; Social interaction; Stress (Psychology); Stress (Physiology); Psychology
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/5697
• Institution: De La Salle University

The study focused on examining the work schedule and its effects on general well-being, social interaction within the workplace, and stress level of day-shift and night-shift call center employees. There were 200 participants for the quantitative approach. Results show that night-shift employees have lower general well-being as compared to day shift-employees. Also, anxiety was found to be higher for day-shift employees. On the other hand, two Focus Group Discussions (FGD) for the day-shift and three FGDs for the night-shift were conducted. The data gathered from the FGDs were classified into themes which were then categorized into three aspects of well-being, namely, physiological, emotional and social. Another theme that emerged under well-being was financial.