Occupational stress and deviant workplace behavior among customer services employees of a call center in Malaysia

Occupational stress and deviant workplace behavior among customer services employees of a call center in Malaysia

Researchers have shown an increased interest in conducting studies in deviant workplace behavior since the past researches shown the cascading effects of workplace deviance on the organization as a whole. However, there is still question on the association and the influence of occupational stress a...

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Main Author: Wan Ummu Hanuni, Wan Din
Format: Thesis
Language:eng
eng
Published: 2015
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HF5548.7-5548.85 Industrial Psychology
Online Access:https://etd.uum.edu.my/4988/1/s813632.pdf
https://etd.uum.edu.my/4988/7/s813632_abstract.pdf
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institution Universiti Utara Malaysia
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language eng
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advisor Ku Ishak, Awanis
topic HF5548.7-5548.85 Industrial Psychology
spellingShingle HF5548.7-5548.85 Industrial Psychology
Wan Ummu Hanuni, Wan Din
Occupational stress and deviant workplace behavior among customer services employees of a call center in Malaysia
description Researchers have shown an increased interest in conducting studies in deviant workplace behavior since the past researches shown the cascading effects of workplace deviance on the organization as a whole. However, there is still question on the association and the influence of occupational stress and its relation to the occurrence of workplace deviance despite the increase in attention given to the study of deviant workplace behavior. This study tries to identify the correlation between occupational stress in a customer call center towards the deviant workplace behavior of its employees. The current research has been conducted among 400 customer services employees in a selected call center in Malaysia. The data was collected using a questionnaire survey method and the data analysis was conducted using Pearson correlation method and linear regression method to identify the association and to test the research hypotheses. The findings of this study reveal that there is no significant correlation between occupational stress and deviant workplace behavior on the whole. However, the results show that the interpersonal deviance level in the selected call center is linked with the responsibility pressure, role conflict and workload dimensions. Furthermore the occurrence of workplace deviance is significantly associated with the job vs non-job conflict among the employees. Ignoring these issues may cause a decrease in the work performance of the customer services employees, causing the organization valuable performance and profitability
format Thesis
qualification_name masters
qualification_level Master's degree
author Wan Ummu Hanuni, Wan Din
author_facet Wan Ummu Hanuni, Wan Din
author_sort Wan Ummu Hanuni, Wan Din
title Occupational stress and deviant workplace behavior among customer services employees of a call center in Malaysia
title_short Occupational stress and deviant workplace behavior among customer services employees of a call center in Malaysia
title_full Occupational stress and deviant workplace behavior among customer services employees of a call center in Malaysia
title_fullStr Occupational stress and deviant workplace behavior among customer services employees of a call center in Malaysia
title_full_unstemmed Occupational stress and deviant workplace behavior among customer services employees of a call center in Malaysia
title_sort occupational stress and deviant workplace behavior among customer services employees of a call center in malaysia
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2015
url https://etd.uum.edu.my/4988/1/s813632.pdf
https://etd.uum.edu.my/4988/7/s813632_abstract.pdf
_version_ 1747827841084424192
spelling my-uum-etd.49882021-03-29T09:47:31Z Occupational stress and deviant workplace behavior among customer services employees of a call center in Malaysia 2015 Wan Ummu Hanuni, Wan Din Ku Ishak, Awanis Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5548.7-5548.85 Industrial Psychology Researchers have shown an increased interest in conducting studies in deviant workplace behavior since the past researches shown the cascading effects of workplace deviance on the organization as a whole. However, there is still question on the association and the influence of occupational stress and its relation to the occurrence of workplace deviance despite the increase in attention given to the study of deviant workplace behavior. This study tries to identify the correlation between occupational stress in a customer call center towards the deviant workplace behavior of its employees. The current research has been conducted among 400 customer services employees in a selected call center in Malaysia. The data was collected using a questionnaire survey method and the data analysis was conducted using Pearson correlation method and linear regression method to identify the association and to test the research hypotheses. The findings of this study reveal that there is no significant correlation between occupational stress and deviant workplace behavior on the whole. However, the results show that the interpersonal deviance level in the selected call center is linked with the responsibility pressure, role conflict and workload dimensions. Furthermore the occurrence of workplace deviance is significantly associated with the job vs non-job conflict among the employees. Ignoring these issues may cause a decrease in the work performance of the customer services employees, causing the organization valuable performance and profitability 2015 Thesis https://etd.uum.edu.my/4988/ https://etd.uum.edu.my/4988/1/s813632.pdf text eng public https://etd.uum.edu.my/4988/7/s813632_abstract.pdf text eng public masters masters Universiti Utara Malaysia Abdul Rahman A. R., & Aizat M. N. (2008). Trust in organizational and WD behavior, the moderating effect of locus of control. International Journal of Business, 10, 211-235. Abdul Rahman, A. R. (2008). Predictors of WD behavior in Malaysia. Unpublished Doctoral Thesis. Universiti Sains Malaysia, Malaysia. Allen N.J. and Meyer, J.P. (1990), “The measurement and antecedents of affective, continuance and normative commitment to the organization”, Journal of Occupational Psychology , Vol.63, 1-18. Ananda, R.A. (2008). 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