Perceived job stress and health complaints at a bank call center: comparison between inbound and outbound services

Emotional Dissonance, Job Stress, and Intrinsic Motivation of Married Women Working in Call Centers: The Roles of Work Overload and Work-Family Conflict

This research was designed to test and extend the model of emotional dissonance. Previous models of emotional dissonance, such as the Job Demand-Resource (JD-R) and the Stress-Strain-Outcome (SSO) models, are limited in that they do not account for the influences of work and work–family-related conflicts. The present paper focused on emotional labor carried out by married women working in call centers. We developed the model of emotional dissonance influencing intrinsic motivation and job stress, with the moderating effects of work overload and work–family conflict. The data of 468 employees analyzed using least square regression showed that that emotional dissonance is positively related to job stress, but is negatively related to intrinsic motivation. Both work overload and work–family conflict were found to be significant moderators that aggravate the positive relationships between emotional dissonance and job stress, and the negative relationships between emotional dissonance and intrinsic motivation. Theoretical and practical implications on emotional labor and emotional dissonance are discussed.

Do the work unit characteristics directly or indirectly affect psychological distress in female call-handlers?

PURPOSE

This study aimed to test if work unit characteristics (WUCs) reported by call-center managers were directly related to the psychological distress reported by call-handlers or if these associations were mediated by the psychosocial working conditions (PWC).

METHODS

Managers of 105 call-centers were interviewed about their call-center's WUCs by occupational physicians. 2719 female call-handlers from these call-centers completed self-reported questionnaires to evaluate PWC (Karasek, Siegrist, and other specific workplace stressors) and psychological distress (GHQ12 score). A two-level analysis tested the relationships between the 14 WUCs and GHQ12 score, with and without adding PWC as confounders. Unchanged coefficients between WUCs and GHQ12 score were assumed to flag a direct association between WUCs and psychological distress. In the case of changed coefficients, the mediated proportion was estimated using multiple mixed models.

RESULTS

Five out of fourteen WUCs were related to GHQ12 score: outbound-call type, call-center size, number of activity parameters displayed on the screen, the existence of a fixed break, and the assigned role of the supervisor being the monitoring/supervision of call-handler activities. After adding PWC, the association remained statistically significant only for outbound calls. For the other WUCs, the proportion of mediation by stressor ranged from 56 to 66%. Mediation was mostly through job demand, lack of reward and ethical conflict dimensions.

CONCLUSION

The main results were that (1) associations exist between the WUCs reported by managers and the psychological distress reported by call-handlers, and (2) that most of these associations are mediated by psychosocial working conditions.

Characteristics of Chinese chronic cough patients

Chronic cough is one of the most common complains for patients seeking medical attention in both general practice and respiratory specialist clinics. Cough variant asthma, eosinophilic bronchitis, upper airway cough syndrome, as well as gastro-esophageal reflux disease are common conditions associated with chronic cough, and cough variant asthma, eosinophilic bronchitis account for a higher proportion of patients with chronic cough in China than in Western countries. An older female predominance has been reported in most Western countries, which may be attributed to a higher cough reflex sensitivity in females, especially those post-menopausal females. However, studies conducted in China showed that patients with chronic cough have a nearly similar gender distribution and most of them are in their late 30s or early 40s, despite the similar gender and age difference in cough reflex sensitivity as Western countries. Environmental and occupational exposures, cigarette smoking, unhealthy lifestyle might play a role in the distinct age and gender distribution of Chinese chronic cough patients, yet further study is needed to clarify it.

Are Bank Employees Stressed? Job Perception and Positivity in the Banking Sector: An Italian Observational Study

Background: The epidemiology of stress on bank workers in Europe is only at the introductory stages. This study investigated for the first time the association between occupational stress level in bank-employees using the BEST8, Karasek-Model and socio-demographic and working factors in Italy. Methods: The observational pilot study involved 384 employees. Three questionnaires were adopted to collect data: Karasek-Model, BEST8 (p < 0.001) and Positivity-Scale. Results: 25% of the sample belonged to high stress group. The workers more stressed were older with a commercial role and consumer of antidepressants/sedatives. Women were much more likely to agree with the perception of feeling unsafe in a possible robbery (OR = 2.42; 95% CI: 1.50–3.91) and with that sales requests were in conflict with one’s own personal moral code (OR = 2.31; 95% CI: 1.38–3.87). Older employees declared feeling inadequate in the workplace (OR = 1.97; 95% CI: 1.07–3.65) and younger employees referred to be anxious about meeting financial budget goals. Workers who had a low positivity had a lower probability of adaptation (OR = 0.88; 95% CI: 0.83–0.93). Conclusions: The occupational stress level in the banking sector involves many aspects: gender, type of bank, role, personal morals, high job-demands, low level of decision-making. This study recommended that banks should implement strategic interventions for well-being of employees, and consequently for their productivity.

Inbound Call Centers and Emotional Dissonance in the Job Demands - Resources Model

Background: Emotional labor, defined as the process of regulating feelings and expressions as part of the work role, is a major characteristic in call centers. In particular, interacting with customers, agents are required to show certain emotions that are considered acceptable by the organization, even though these emotions may be different from their true feelings. This kind of experience is defined as emotional dissonance and represents a feature of the job especially for call center inbound activities.

Aim: The present study was aimed at investigating whether emotional dissonance mediates the relationship between job demands (workload and customer verbal aggression) and job resources (supervisor support, colleague support, and job autonomy) on the one hand, and, on the other, affective discomfort, using the job demands-resources model as a framework. The study also observed differences between two different types of inbound activities: customer assistance service (CA) and information service.

Method: The study involved agents of an Italian Telecommunication Company, 352 of whom worked in the CA and 179 in the information service. The hypothesized model was tested across the two groups through multi-group structural equation modeling.

Results: Analyses showed that CA agents experience greater customer verbal aggression and emotional dissonance than information service agents. Results also showed, only for the CA group, a full mediation of emotional dissonance between workload and affective discomfort, and a partial mediation of customer verbal aggression and job autonomy, and affective discomfort.

Conclusion: This study’s findings contributed both to the emotional labor literature, investigating the mediational role of emotional dissonance in the job demands-resources model, and to call center literature, considering differences between two specific kinds of inbound activities. Suggestions for organizations and practitioners emerged in order to identify practical implications useful both to support employees in coping with emotional labor and to promote well-being in inbound call centers. In detail, results showed the need to improve training programs in order to enhance employees’ emotion regulation skills, and to introduce human resource practices aimed at clarifying emotional requirements of the job.

Customer aggression, felt anger and emotional deviance: the moderating role of job autonomy

Purpose

– The purpose of this study is to examine whether emotional deviance in response to customer aggression and employees’ feelings of anger is likely to be influenced by perceived job autonomy. To date, studies on emotional labor have focused primarily on emotional regulation strategies. Little is known about the factors that may serve to increase emotional deviance (i.e. situations in which felt and expressed emotions match but are at odds with organizational display rules).

Design/methodology/approach

– Three samples of service workers were recruited from northern Israel, and data were collected using self-reported questionnaires. Research hypotheses were tested using hierarchical regression analyses.

Findings

– Study 1 revealed that under conditions of frequent exposure to customer aggression, more perceived job autonomy was associated with more frequent instances of emotional deviance. The results of Study 2 and Study 3 demonstrated that the relationship between anger and emotional deviance was stronger for employees reporting high levels of perceived job autonomy.

Practical implications

– Given the potentially negative impact of emotional deviance on customer satisfaction, organizations should find a balance between satisfying employees’ desire for control and discretion and ensuring employee compliance with display rules.

Originality/value

– This study contributes to the existing literature by pointing out that job autonomy may have a “dark side”, in the sense that it provides employees with a certain level of perceived freedom, which might then be extended to include freedom from rule compliance, especially when negative emotions are experienced.

Health issues amongst call center employees, an emerging occupational group in India

Call center sector in India is a relatively new industry and one of the fastest growing sectors driving employment and growth in modern India today. While employment in the business process outsourcing (BPO) sector has meant that young adults are reaching their career milestones and financial goals much earlier than before, surveys and anecdotal evidence show that workers in the BPO sector experience high levels of stress and its related disorders, primarily due to its contemporary work settings. Safeguarding the health of youngsters employed in this new, growing economy becomes an occupational health challenge to public health specialists.

Effects of occupational stress on the gastrointestinal tract

The aim of this review is to provide a general overview of the relationship between occupational stress and gastrointestinal alterations. The International Labour Organization suggests occupational health includes psychological aspects to achieve mental well-being. However, the definition of health risks for an occupation includes biological, chemical, physical and ergonomic factors but does not address psychological stress or other affective disorders. Nevertheless, multiple investigations have studied occupational stress and its physiological consequences, focusing on specific risk groups and occupations considered stressful. Among the physiological effects of stress, gastrointestinal tract (GIT) alterations are highly prevalent. The relationship between occupational stress and GIT diseases is evident in everyday clinical practice; however, the usual strategy is to attack the effects but not the root of the problem. That is, in clinics, occupational stress is recognized as a source of GIT problems, but employers do not ascribe it enough importance as a risk factor, in general, and for gastrointestinal health, in particular. The identification, stratification, measurement and evaluation of stress and its associated corrective strategies, particularly for occupational stress, are important topics to address in the near future to establish the basis for considering stress as an important risk factor in occupational health.

Effects of job-related stress and burnout on asthenopia among high-tech workers

Eye- and vision-related symptoms are the most frequent health problems among computer users. The findings of eye strain, tired eyes, eye irritation, burning sensation, redness, blurred vision and double vision, when appearing together, have recently been termed 'computer vision syndrome', or asthenopia. To examine the frequency and intensity of asthenopia among individuals employed in research and development departments of high-tech firms and the effects of job stress and burnout on ocular complaints, this study included 106 subjects, 42 high-tech workers (study group) and 64 bank employees (control group). All participants completed self-report questionnaires covering demographics, asthenopia, satisfaction with work environmental conditions, job-related stress and burnout. There was a significant between-group difference in the intensity of asthenopia, but not in its frequency. Burnout appeared to be a significant contributing factor to the intensity and frequency of asthenopia. This study shows that burnout is a significant factor in asthenopic complaints in high-tech workers.

PRACTITIONER SUMMARY

This manuscript analyses the effects of psychological environmental factors, such as job stress and burnout, on ocular complaints at the workplace of computer users. The findings may have an ergonomic impact on how to improve health, safety and comfort of the working environment among computer users, for better perception of the job environment, efficacy and production.

The psychological well-being of employees who handle cash in a bank in inner city Johannesburg

The aim of the study was to compare the psychological well-being of bank employees who handled cash and those who did not. The study assessed employees' levels of work stress, burnout and life satisfaction. The Job Stress Survey Scale was used to measure work stress, Maslach Burnout Inventory was used to measure burnout and the Congruity Life Satisfaction Scale was used to measure life satisfaction. Two independent sample t tests were run on Statistical Analysis Software. The results showed that the two groups differed significantly in terms of work stress, emotional exhaustion, depersonalisation and overall burnout. The findings of this study suggest the need for organisational support, skills development and the provision of wellness programmes for bank employees.

Student stress in a three-year doctor of pharmacy program using a mastery learning educational model

OBJECTIVE

To identify stress and stress-relieving mechanisms among second-year pharmacy students in a 3-year doctor of pharmacy (PharmD) program using a Mastery Learning Educational Model and to compare findings with those from a 4-year program.

METHODS

Second-year PharmD students in a 3-year program were asked to complete a series of questionnaires including the Perceived Stress Scale (PSS) regarding stress and stress-relieving activities.

RESULTS

The average PSS score for the 3-year PharmD cohort was significantly higher than the score of demographically similar students enrolled in a 4-year PharmD program (P = 0.04). There were significant differences between the 2 groups' scores on 5 items on the PSS including how often they: were upset because something happened unexpectedly, felt unable to control important things, felt nervous and stressed, thought about things that had to be accomplished, and were able to control the way they spent their time. The rate of prescription drug misuse among those in the 3-year PharmD program was 11.6%.

CONCLUSIONS

Students in a 3-year PharmD program with a unique educational model experienced more stress than students in a traditional 4-year PharmD program.