The scale of occupational stress in the business process outsourcing industry

The work of call center agents is one of the most stressful jobs in the present-day world economy as they are dealing with truckloads of unexpected calls or requests frequently. Thus, the study determined the level of stress of night shift call center agents, determined how stress had affected their...

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Main Author: Lim, Cristina Teresa Natividad
Format: text
Published: Animo Repository 2013
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Online Access:https://animorepository.dlsu.edu.ph/faculty_research/10340
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Institution: De La Salle University
id oai:animorepository.dlsu.edu.ph:faculty_research-10160
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spelling oai:animorepository.dlsu.edu.ph:faculty_research-101602023-08-07T01:54:30Z The scale of occupational stress in the business process outsourcing industry Lim, Cristina Teresa Natividad The work of call center agents is one of the most stressful jobs in the present-day world economy as they are dealing with truckloads of unexpected calls or requests frequently. Thus, the study determined the level of stress of night shift call center agents, determined how stress had affected their personal lives, and recommended job design for call center agents in order for them to cope with stress. A questionnaire on occupational stress measured through Occupational Stress Index (OSI) was administered. Results showed that the respondents, in general, reflected a very high level of stress. To cope with the high level of stress, the respondents with night shifts tends to use more of the avoidance coping scheme - cognitive avoidance; acceptance/resignation; seeking alternative rewards; and emotional discharge rather than approach coping - logical analysis; positive reappraisal; seeking guidance and support; and problem solving. 2013-04-01T07:00:00Z text https://animorepository.dlsu.edu.ph/faculty_research/10340 Faculty Research Work Animo Repository Job stress Subcontracting—Employees—Psychology Industrial and Organizational Psychology
institution De La Salle University
building De La Salle University Library
continent Asia
country Philippines
Philippines
content_provider De La Salle University Library
collection DLSU Institutional Repository
topic Job stress
Subcontracting—Employees—Psychology
Industrial and Organizational Psychology
spellingShingle Job stress
Subcontracting—Employees—Psychology
Industrial and Organizational Psychology
Lim, Cristina Teresa Natividad
The scale of occupational stress in the business process outsourcing industry
description The work of call center agents is one of the most stressful jobs in the present-day world economy as they are dealing with truckloads of unexpected calls or requests frequently. Thus, the study determined the level of stress of night shift call center agents, determined how stress had affected their personal lives, and recommended job design for call center agents in order for them to cope with stress. A questionnaire on occupational stress measured through Occupational Stress Index (OSI) was administered. Results showed that the respondents, in general, reflected a very high level of stress. To cope with the high level of stress, the respondents with night shifts tends to use more of the avoidance coping scheme - cognitive avoidance; acceptance/resignation; seeking alternative rewards; and emotional discharge rather than approach coping - logical analysis; positive reappraisal; seeking guidance and support; and problem solving.
format text
author Lim, Cristina Teresa Natividad
author_facet Lim, Cristina Teresa Natividad
author_sort Lim, Cristina Teresa Natividad
title The scale of occupational stress in the business process outsourcing industry
title_short The scale of occupational stress in the business process outsourcing industry
title_full The scale of occupational stress in the business process outsourcing industry
title_fullStr The scale of occupational stress in the business process outsourcing industry
title_full_unstemmed The scale of occupational stress in the business process outsourcing industry
title_sort scale of occupational stress in the business process outsourcing industry
publisher Animo Repository
publishDate 2013
url https://animorepository.dlsu.edu.ph/faculty_research/10340
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