The factors that cause stress among a multinational call centre company workers in Klang Valley

The purpose of this study is to determine the factors that cause stress among customer care officers (CCOs) at an inbound call centre in Klang Valley. The independent variables are perceived organizational support, workload and customer verbal aggression while the dependent variable is occupational...

Full description

Saved in:

Bibliographic Details
Main Author:	Sumathi, Thachanamurthy
Format:	Thesis
Language:	eng eng
Published:	2019
Subjects:	HD28-70 Management Industrial Management
Online Access:	https://etd.uum.edu.my/7899/1/s821800_01.pdf https://etd.uum.edu.my/7899/2/s821800_02.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.7899
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
topic	HD28-70 Management Industrial Management
spellingShingle	HD28-70 Management Industrial Management Sumathi, Thachanamurthy The factors that cause stress among a multinational call centre company workers in Klang Valley
description	The purpose of this study is to determine the factors that cause stress among customer care officers (CCOs) at an inbound call centre in Klang Valley. The independent variables are perceived organizational support, workload and customer verbal aggression while the dependent variable is occupational stress. This study also determine the level of work stress faced by the employees. A total of 94 employees participated in this study by answering survey questionnaire. Data was collected through 61 items questionnaires on a five-point Likert and another 12 items were demographic questions. Data were analyzed using descriptive statistics (mean and standard deviation) and inferential statistics (correlation and multiple regressions). The finding from this study showed that perceived organizational support, workload and customer verbal aggression have a significant relationship with occupational stress. The study also revealed that the overall work stress among respondents were moderate. Meanwhile, based on multiple regression result, 39.7% of the occupational stress is explained by the factors studied. The most influential factor is workload, followed by customer verbal aggression and least influencing factor is perceived organizational support. This study would like to suggest to human resource managers of the call centre to reduce the stress level among CCOs by implementing stress reducing mechanism such as stress reduction workshops and exercises, counselling, team building, giving more breaks in between calls and also rotating their shifts. Besides that, this study may also be beneficial to Department of Occupational Safety and Health (DOSH) in Malaysia, since occupational stress is one of the occupational disease. This study will give an idea for DOSH to formulate new strategies and improve the enforcement of OSH in the workplace.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Sumathi, Thachanamurthy
author_facet	Sumathi, Thachanamurthy
author_sort	Sumathi, Thachanamurthy
title	The factors that cause stress among a multinational call centre company workers in Klang Valley
title_short	The factors that cause stress among a multinational call centre company workers in Klang Valley
title_full	The factors that cause stress among a multinational call centre company workers in Klang Valley
title_fullStr	The factors that cause stress among a multinational call centre company workers in Klang Valley
title_full_unstemmed	The factors that cause stress among a multinational call centre company workers in Klang Valley
title_sort	factors that cause stress among a multinational call centre company workers in klang valley
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2019
url	https://etd.uum.edu.my/7899/1/s821800_01.pdf https://etd.uum.edu.my/7899/2/s821800_02.pdf
_version_	1776103692718571520
spelling	my-uum-etd.78992023-03-15T01:55:07Z The factors that cause stress among a multinational call centre company workers in Klang Valley 2019 Sumathi, Thachanamurthy Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HD28-70 Management. Industrial Management The purpose of this study is to determine the factors that cause stress among customer care officers (CCOs) at an inbound call centre in Klang Valley. The independent variables are perceived organizational support, workload and customer verbal aggression while the dependent variable is occupational stress. This study also determine the level of work stress faced by the employees. A total of 94 employees participated in this study by answering survey questionnaire. Data was collected through 61 items questionnaires on a five-point Likert and another 12 items were demographic questions. Data were analyzed using descriptive statistics (mean and standard deviation) and inferential statistics (correlation and multiple regressions). The finding from this study showed that perceived organizational support, workload and customer verbal aggression have a significant relationship with occupational stress. The study also revealed that the overall work stress among respondents were moderate. Meanwhile, based on multiple regression result, 39.7% of the occupational stress is explained by the factors studied. The most influential factor is workload, followed by customer verbal aggression and least influencing factor is perceived organizational support. This study would like to suggest to human resource managers of the call centre to reduce the stress level among CCOs by implementing stress reducing mechanism such as stress reduction workshops and exercises, counselling, team building, giving more breaks in between calls and also rotating their shifts. Besides that, this study may also be beneficial to Department of Occupational Safety and Health (DOSH) in Malaysia, since occupational stress is one of the occupational disease. This study will give an idea for DOSH to formulate new strategies and improve the enforcement of OSH in the workplace. 2019 Thesis https://etd.uum.edu.my/7899/ https://etd.uum.edu.my/7899/1/s821800_01.pdf text eng public https://etd.uum.edu.my/7899/2/s821800_02.pdf text eng public masters masters Universiti Utara Malaysia Abdo, S., Radman, A., & Kurubaran, G. (2016). Perceived Stress among Malaysian Railway Workers, (4), 1–6. Abdullateef, A.O., Mokhtar, S., Yusoff, R.Z.(2010), The impact of CRM dimensions on call center performance. International Journal of Computer Science and Network Security, 10(12), 184-195. Abidin, E. Z. (2007). Work-related stress and coping : A Survey on Medical and Surgical nurses in a Malaysian teaching hospital, (January). Adaramola, S. (2012). “Job Stress and Productivity Increase”, Work, 412955-2958. Ahmed, A., & Ramzan, M. (2013). Effects of Job Stress on Employees Job Performance A Study on Banking Sector of Pakistan, 11(6), 61–68. Ahsan N, Abdullah Z, Alam SS. A study of job stress on job satisfaction among university staff in Malaysia: Empirical Study. European Journal of Social Science2009; 8:121-131. Akkawanitcha, C., Patterson, P., Buranapin, S., & Kantabutra, S. (2015). Frontline employees’ cognitive appraisals and well-being in the face of customer aggression in an Eastern, collectivist culture. Journal of Services Marketing, 29(4), 268–279. doi:10.1108/JSM-12-2013-0328 Alexandrov, A., Babakus, E. & Yavas, U. (2007), “The effects of perceived management concern for frontline employees and customers on turnover intentions”. Journal of Service Research, 9(4), 356-371. Aliaga, M. & Gunderson, B. (2002). Interactive statistics. New Jersey: Prentice Hall. Provides introduction of basic statistical methods with its strong emphasis on data analysis, also describes how to understand and interpret a variety of statistical results.Altunisik, R., Coskun R., Bayraktaroglu S. & Yildirim E. (2004). Sosyal bilimlerde arastirma yöntemleri (3. bs). Istanbul: Sakarya Kitabevi. Aniza, I., Malini, R., & Khalib, L. (2010). ORIGINAL ARTICLE A Study on Organizational Factors That Influence Job Stress Among Medical Laboratory Technologists in Klang, 65(2), 103–107. Arogundade, T. O., Arogundade, B. A., & Adebajo, O. (2015). The Influence of Perceived Organizational Support on Job Stress among Selected Public and Private Sector Employees in Lagos State , Nigeria, 3(6), 541–547. https://doi.org/10.9734/AIR/2015/14048 Astro Awani ( 2013, November 23). More Malaysians stressed at work – Survey. Retrieved at http://english.astroawani.com/malaysia-news/more-malaysiansstressed-work-survey-25837 Aube, C., Rousseau, V., & Morin, M. E. (2007). Perceived organizational support and organizational commitment: The moderating effect of locus of control and work autonomy. Journal of Managerial Psychology, 22, 479-495. Avaya Contact Center Consumer Index (2010). Retrieved from http://www.cio.com.au/mediareleases/11022/avaya-launches-nextgenerationcontact-center/ Ayed, A., Eqtait, F., Fashafsheh, I., Basheer, M., Aqel, M., Nassar, D., & Omary, M. (2014). Exploring the Work Related Stress Sources and Its Effect among the Palestinian Nurses at the Governmental Hospitals. Journal of Education and Practice, 5(21), 100–110. Azhar, M. (2010). Malaysia contact centres improve. Kuala Lumpur: The New Straits Times Press (M) Berhad.Azil,F. ( 2017, December 27). Tahap 'stress' pekerja Malaysia sangat tinggi – Cuepacs. Retrieved from http://www.astroawani.com/berita-malaysia/tahap-stresspekerja- malaysia-sangat-tinggi-cuepacs-164045 Banu, Nagaindran (2006) Job Satisfaction and Organizational Justice As Determinant of Turnover Intention: A Study Among Global Support Executives (GSEs) in HSBC Call Center Cyberjaya Malaysia. Masters thesis, Universiti Utara Malaysia. Barling, J., Dupre, K. E., & Kelloway, E. K. (2009). Predicting workplace aggression and violence. Annual Review of Psychology, 60, 671-692. Baron, R. A., & Neuman, J. H. (1996). Workplace Violence and Workplace Aggression : Evidence on Their Relative Frequency and Potential Causes, 22, 161–173. Basithah, N., Mohd, H., & Ghee, W. Y. (2015.). THE IMPACT OF ROLE STRESS ON TURNOVER. Bilal, K., Ali, S. N., Sulaiman, A., Naim, A., & Ali, N. (2014). Job Stress Level as Perceived by Staffs in the Government Sector Case Study : MARA Kuching , Sarawak, 3(1), 350–353. Borneo Post Online ( 2018, August 6). Stress leads to more depressed Malaysians — Lee Lam Thye. Retrieved from https://www.theborneopost.com/2018/08/06/stress-leads-to-more-depressedmalaysians-lee-lam-thye-2/ Callcentre.net, (2003). The 2003 Malaysia Contact Centre Industry Study: Retrieved on 14th of October, 2009 from http://www.callcentres.net CapSource ( 2014, May). Employee Attrition Management for Call Centres in KL Was a Classic Hit . Retrieved from http://capsource.com.my/using joomla/extensions/templates/beez-2/home-page-beez-2/84-news-updates/197- employee-attrition-management-for-call-centres-in-kl-was-a-classic hit Cavana, R. Y., Delahaye, B. L., Sekaran, U. (2000) Applied Business Research: Qualitative and Quantitative Methods, John Wiley & Sons Chen Z. The Mediate effect of multidimensional perceived organizational support in the relationship of supportive human resource practices and Chinese employees’ Job Performance. International Journal of Psychology. 2008;43. CMO Innovation ( 2010, July 11). Bad experiences pose threat to customer retention in APAC. Retrieved from https://www.enterpriseinnovation.net/article/badexperiences-pose-threat-customer-retention-apac CNBC ( 2018, August, 14). Companies are facing an employee burnout crisis. Retrived from https://www.cnbc.com/2018/08/14/5-ways-workers-can-avoid-employeeburnout. html. Coakes, S. J., & Steed, L. (2007). SPSS Version 14.0 for windows: Analysis without anguish. Milton: John Wiley & Sons. Contact Center Pipeline ( 2017, May 11). Agent Turnover Still No. 1 Challenge for Contact Centers. Retrieved from https://blog.contactcenterpipeline.com/2017/05/agent-turnover-still-no-1- challenge-for-contact-centers/ Cooper, D. R., & Schindler, P. S. (2006). Business Research Methods (9th edition)..USA: Cox, T. and Brockley, T. (1984) The Experience and Effects of Stress in Teachers. British Educational Research Journal, 10(1), 83-87.Cox, T. and Griffiths, A. (2010). Work-related stress: a theoretical perspective, in Leka, S. and Houdmont, J. (Eds), Occupational Health Psychology, WileyBlackwell, Oxford, pp. 31-56. Creswell, J. W. (2003). Research design: Qualitative, quantitative, and mixed methods approaches (2nd ed.). Thousand Oaks, CA: Sage. Creswell, J. W. (2008). Educational research: Planning, conducting, and evaluating quantitative and qualitative research (3rd ed.). Upper Saddle River, NJ: Pearson Education, Inc. CRM and Contact Center Association of Malaysia, (2009). Annual Industry Report: (accessed 2009, available at (CCAM): http://www.ccam.com.my) CRM Management (2010).Malaysian contact center industry continues to grow https://www.enterpriseinnovation.net/article/malaysian-contact-centerindustry-continues-grow Cropanzano, R., Howes, J., Grandy, A., & Toth, P. (1997). The Relationship of Organizational Politics and Support to Organizational behaviours, Attitudes and Stress. Journal of Organizational Behavior , 159-180. Culture, O. (2017). Factors Causing Stress And Impact On Job Performance : A Case Study On Banks Of Dinajpur , Bangladesh Journal of Science and Technology 12 ( June 2014): 85-89 Das, D. (2012). Effects of identity variables and job performance on employee intentions to leave: An empirical study in Indian call centers. International Journal of Management, 29(1), 368-378. Retrieved from http://www.theijm.com David D, Martha C, Neil S. Mentoring, Supervisor support and perceived organizational support: What matters most? Leadership & Organization Development Journal. 2007;29(3):235-247. 16 Deery, S.J., Iverson, R.D. and Walsh, J.T. (2002), “Work relationships in telephone call centers: understanding emotional exhaustion and employee withdrawal”, Journal of Management Studies, Vol. 39 No. 4, pp. 471-96. Donovan, S.B. and Kleiner, B.H. (1994). Effective stress management. Managerial Auditing Journal, 9(6):31-4. Dormann, C., & Zapf, D. (2004). Customer-related social stressors and burnout. Journal of Occupational Health Psychology, 9, 61–82 Dursun, S. (2014). The Effect of Customer Aggression on Burnout, 3(4), 2007–2010. https://doi.org/10.5901/ajis.2014.v3n4p369 Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71, 500–507. http://dx.doi.org/10.1037/00219010.71.3.500 Fisk, G. M., & Neville, L. B. (2011). Effects of Customer Entitlement on Service Workers ’ Physical and Psychological Well-Being : A Study of Waitstaff Employees, 16(4), 391–405. https://doi.org/10.1037/a0023802 Flynn, B. B., Schroeder, R. G., & Sakakibara, S. (1994). A framework for quality management research and an associated measurement instrument. Journal of Operations Management, 11(4), 339-366. https://doi.org/10.1016/S0272- 6963(97)90004-8 Frank, F., & Taylor, C. (2004). Talent management: Trends that will shape the future. Human Resource Planning, 27(1), 33-41. Free Malaysia Today ( 2017, November 18). Poor health among Malaysian due to work stress, says survey. Retrieved from https://www.freemalaysiatoday.com/category/nation/2017/11/18/poor-healthamong-msians-due-to-work-stress-says-survey/ French, J.R.P., Cobb, S., Caplan, R.D., Van Harrison, R., Pinneaq S.R. (1976). Job demand and worker health. A symposium presented at the 84th annual convention of the American Psychological Association. Frost & Sullivan. (2012), Assessment of Asia Pacific Contact Center Markets. Available from: http://www.frost.com/c/10057/sublib/ displayreport. do?id=P702-01-00-00-00 George, J. M., Reed, T. F., Ballard, K. A., Colin, J., & Fielding, J. (1993). Contact with AIDS patients as a source of work-related distress: Effects of organizational and social support. Academy of Management Journal, 36, 157–171 Ghani, M. Z., Ahmad, A. C., & Ibrahim, S. (2014). Stress among Special Education Teachers in Malaysia. Procedia - Social and Behavioral Sciences, 114,413.https://doi.org/10.1016/j.sbspro.2013.12.648 Gliner, Jeffrey A.; Morgan, George A.; Leech, Nancy L. 2011. Research Methods in Applied Settings. Abingdon, Oxon: Routledge. Glomb, T. M. (2002). Workplace anger and aggression: Informing conceptual models with data from specific encounters. Journal of Occupational Health Psychology, 7, 20–36. http://dx.doi.org/10.1037/10768998.7.1.20 Grandey A. A., Gabriel A. S. (2015). Emotional labor at crossroads: where do we go from here? Annu. Rev. Organ. Psychol. Organ. Behav. 2 323–349.10.1146/annurev-orgpsych-032414-111400 Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95–110. Grandey, A., Dickter, D., & Sin, H. -P. (2004). The customer is not always right: Customer verbal aggression toward service employees. Journal of Organizational Behavior, 25, 397–418. Greenbaum, R. L., Quade, M. J., Mawritz, M. B., Kim, J., & Crosby, D. (2014). When the Customer Is Unethical : The Explanatory Role of Employee Emotional Exhaustion Onto Work – Family Conflict , Relationship Conflict With Coworkers , and Job Neglect, 99(6), 1188–1203. Hair, J., Money, A., Page, M. and Samouel, P. (2007) Research Methods for Business. Routledge, London. Harris, L. C., & Reynolds, K. L. (2004). Jaycustomer behavior: An exploration of types and motives in the hospitality industry. Journal of Services Marketing, 18, 339–357. Hellriegel, D. and J. W. Slocum (2004), Organizational Behavior, 10th ed, Cincinnati, Ohio : South-Western. Heydarian, M., &Abhar, S. (2011). Factors Contributing To Employee's Turnover Intention.SEGi Review ISSN 1985-5672 , Vol. 4, No. 2, 31-41. Houdmont, J., Cox, T. & Griffiths, A. (2010). Work-related stress case definitions and prevalence rates in national surveys. Occupational Medicine, 60(8):658-61. HSE (2018, October, 31). Work related stress depression or anxiety statistics in Great Britain, 2018. Retrieved from http://www.hse.gov.uk/statistics/causdis/stress.pdf Idris, M.A., Dollard,M.F., Winefield, A.H.,(2010) "Lay theory explanations of occupational stress: the Malaysian context", Cross Cultural Management: An International Journal, Vol. 17 Iss: 2, pp.135 – 153. Imtiazhossain, M., & Muniandy, K. A. P. (2018). FactorsInfluencing Employee High Turnover Rate at Call Centres : A Case Study on AEON Credit Service Malaysia, 20(5), 7–15. https://doi.org/10.9790/487X-2005080715 Insight magazine ( 2016, October 10). Just a quarter of workers would tell employers about mental ill health. Retrieved from https://workplaceinsight.net/justquarter-workers-tell-employers-mental-ill-health/ International Labour Organization (ILO) ( 2016, April 27). Towards a stress-free=working environment. Retrieved from https://www.ilo.org/jakarta/info/public/pr/WCMS_475049/lang--en/index.htm Izzah, N., & Samad, A. (2010). Assessment of Stress and Its Risk Factors among Primary School Teachers in the Klang Valley , Malaysia, 2(2), 163–171. Javed, M., Khan, M. A., Yasir, M., Aamir, S., & Ahmed, K. (2014). Effect of Role Conflict , Work Life Balance and Job Stress on Turnover Intention : Evidence from Pakistan, 4(3), 125–133. Kamarulzaman K.A., Zulkifly S.S., & Hasan N.H., (2017) Factors influencing perceived stress among nurses: The case at National Cancer Institute. Masters thesis, Universiti Utara Malaysia. Kareem, O., OlayemiAbdullateef, A., Mokhtar, S.S.M. (2014), The consequences of qualitative overstretch on employee intention to quit in Malaysia CRM call centers. Journal of Human Resources Management and Labor Studie, 2(2), 55-Kelley, K., Clark, B., Brown, V., & Sitzia, J. (2003). Good practice in the conduct and reporting of survey research, 15(3), 261–266. Kellyservices(2010).Malaysia Call Center Market Insight.Retrieved on March 24, 2013 from http://www.ccam.com.my Khalid, A., Sarfaraz, A., Ahmed, S., & Malik, F. (2013). Prevalence of Stress among Call Center Employees Ayesha Khalid, 11(2), 58–62. Khan, E. A., Aqeel, M., & Riaz, M. A. (2014). Impact of Job stress on Job attitudes and Life satisfaction in College Lecturers. International Journal of Information and Education Technology, 4(3), 370-373.\ Khurshid F, Anjum A. Relationship Between Occupational Stress and Perceived Organizational Support Among the Higher Secondary Teachers. Elixir International Journal: Elixir Human Resource Management. 2012;48:93369343. Kim, J., Kim, H., Lacey, R., Suh, J., Kim, J., & Kim, H. (2018). How CSR impact meaning of work and dysfunctional customer behavior. https://doi.org/10.1108/JSTP-01 2018-0018 Kim, Y.K., & Cha, N.H. (2015).. "Correlations among occupational stress, fatigue, and depression in call center employees in Seoul." Journal of physical therapy science 27.10 (2015): 3191-3194. KittelsonCarpo Consulting. (2010, May 23). Global IT-BPO: Philippines vs. Malaysia. Retrieved from https://kittelsoncarpo.com/global-bpo-philippines-vs-malaysia/ Kjellberg, A., Toomingas, A., Norman, K., Hagman, M., Herlin, R.M. and Tornquist, E.W. (2010), “Stress, energy and psychosocial conditions in different types of call centres”, Work, Vol. 36 No. 1, pp. 9-25. 70. Krejcie, R.V. and Morgan, D.W. (1970) Determining Sample Size for Research Activities. Educational and Psychological Measurement, 30, 607-610. Lazarus, S.R., &Folkman, S. (1984). Stress, Appraisaland Coping. New York: Springer. Lee (2013, November 25). Take Stress In The Workplace Seriously. Borneo Post Retrieved 5 May, 2014, from http://Www.Theborneopost.Com/2013/11/25/LeeTake-Stress-In-The- Workplace-Seriously/#Ixzz31csapafv. Lee, H. C., & Chuang, T. H. (2010). The Impact of Leadership Styles on Job Stress and Turnover Intention: Taiwan Insurance Industry as an Example. Tatung University. Lee, Y., & Mahfar, M. (2013). Jurnal Teknologi Full paper Relationship between Occupational Stress and Turnover Intention among Employees in a Furniture Manufacturing Company in Selangor, 1(2004), 33–39. Leiter, M.P., Harvie, P., Frizzel, C. (1998), The correspondence of patient satisfaction and nurse burnout. Social Science and Medicine, 47(10), 1611-1617. Lewig, K. A., & Dollard, M. F. (2010). European Journal of Work and Organizational Psychology Emotional dissonance , emotional exhaustion and job satisfaction in call centre workers, (August 2013), 37–41.https://doi.org/10.1080/13594320344000200 Lim, C., & Tyng, T. (2016). Job Stress and Coping Mechanisms among Nursing Staff in a Malaysian Private Hospital, 6(5), 471–487. https://doi.org/10.6007/IJARBSS/v6-i5/2164 Lin, Y., Chen, C., & Lu, S. (2009). Physical discomfort and psychosocial job stress among male and female operators at telecommunication call centers in Taiwan.pplied Ergonomics, 40(4), 561–568. https://doi.org/10.1016/j.apergo.2008.02.024 Lin, Y., Chen, C., Hong, W., & Lin, Y. (2010). Perceived Job Stress and Health Complaints at a Bank Call Center : Comparison between Inbound and Outbound Services, 349–356. Masuku, S., & Muchemwa, S. (2015). Occupational Stress Among University Lecturers :, 5(4), 258–266. https://doi.org/10.17265/2161-623X/2015.04.003 McColl-Kennedy, J. R., Sparks, B. A., Nguyen, D. T., (2010). Customer's angry voice: Targeting employees or the organization?, Journal of Business Research. 1-7 McGraw-Hill. Melissa, N. (2013). Kelly Services Malaysia 2013/14 Salary Guide. Retrieved fromhttp://www.kellyservices.com.my/uploadedFiles/Dev__Kelly_Services(1)/4 Resource_Center/Malaysia%20salary%20guide%20ebook.pdf Meneze (2005). Introducing Stress and Stress Management to Managers, Journal of Manegerial Psychology Volume: 5 Issue: 2. Merchants. (2015), 2015 Global Contact Centre Benchmarking Report: Summary Report Dimension Data 2009-2015. UK: Merchants. Mohajan, H.K. (2012), The Occupational Stress and Risk of it among the Employees, International Journal of Mainstream Social Science, 2(2): 17–34. Mosadeghrad, A. M. (2013). Occupational stress and turnover intention: implications for nursing management. International journal of health policy and management, 1(2), 169. Mowday, R., Steers, R. M., & Porter, L. W. (1981). The measure of organizational commitment. Journal of Vocational Behavior, 14, 224-247. MyStar (2013).Salary to increase for Malaysians in 2014, Retrieved fromhttp://mystarjob.com/articles/story.aspx?file=/2013/12/7/mystarjob_careerguide/13968782&sec=mystarjob_careerguide Nadia, N., Aziz, A., Wahid, N. A., & Ishak, M. (2016). Turnover intention and glass ceiling perceptions among female workers in IT industry in Malaysia, (April). Nadiri, H., &Tanova, C. (2010). An investigation of the role of justice in turnover intentions, job satisfaction, and organizational citizenship behavior in hospitality industry. International Journal of Hospitality Management , 33–41. Naqvi, S. M. H., Khan, M., Kant, A., & Khan, S. N. (2013). Job Stress and Employees? Productivity: Case of Azad Kashmir Public Health Sector. Interdisciplinary Journal of Contemporary Research in Business, 525-542. Neill, J. W. O., & Davis, K. (2011). International Journal of Hospitality Management Work stress and well-being in the hotel industry. International Journal of Hospitality Management, 30(2), 385–390. https://doi.org/10.1016/j.ijhm.2010.07.007 New Straits Times ( 2016, April 28). Work stress and mental health. Retrieved from https://www.nst.com.my/news/2016/04/142074/work-stress-and-mental-health Nizam, S., Nur, M., & Sarah, S. (2016). The Relationship between Occupational Stress , Employee Engagement and Turnover Intention, 21–23. Northwestern National Life Insurance Company. (1991). Employee burnout: America's newest epidemic. Minneapolis, MN: Northwestern National Life Insurance Company. Nunnally, J.C. (1978) Psychometric theory. 2nd Edition, McGraw-Hill, New York. Nur, A., Ahmad, A., Zakaria, N. Z., Eshak, S., Jidi, M. M., Bakar, N. A., & Faithzah, N. (2017). Occupational Stress on Job Performance of Office Work- Based Employees in Malaysia ’ s Port, 7(11), 1321–1331. https://doi.org/10.6007/IJARBSS/v7-i11/3568 OTS News (2013, February 18). 87% of local government workers struggling with stress. Retrieved from https://www.otsnews.co.uk/87-of-local-governmentworkers-struggling-with-stress/Oyelaran, O. A., Tudunwada, Y. Y., Abidoye, J. K., & Mansur, O. (2016). A Study on Impact of Work Stress among Mat Factory Workers in Kano – Nigeria in 2015, 4(2), 746–751. Onkari, D., & Itagi, S. (2018). Occupational stress of women police, 9(1), 38–42. PIKOM (2012). Ict Job Market Outlook In Malaysia. 1-40. Rahman, A. R. (2012). A study on turnover intention trend in commercial banks in Penang, Malaysia. Unpublished Thesis. Universiti Sains Malaysia. Ramli, M.N., Mohamad, S.J.A. (2015), The contact centre industry in Malaysia: An insight through porter’s diamond competitiveness model. Global Journal of Business and Social Science Review, 1(2), 396-404 Raza, S. A., Yousaf, A., Sajjad, A., & Naqvi, A. H. (2014). Investigation of Employees’ Stress Level in Pakistani Cell Phone Industry, 4(6), 992–1004. Rizwan, M., Raza, M. A., Mateen, M. A., Tehseen, F., & Shahaid, M. (2014). Investigating the Causes of Job Stress : A Study on Banking Sector of Bahawalpur, Pakistan, 4(2). Robbins, S.P., & Judge, T.A. (2009). Organizational behavior (13' ed.). New Jersey: Pearson Prentice Hall Inc. Roberts, T. J., Marsh, R. L., Weyand, P. G. and Taylor, C. R. (1997). Muscular force in running turkeys: the economy of minimizing work. Science 275, 1113- 1115. Sampson, W., & Akyeampong, O. (2014). Work-related Stress in Hotels : An Analysis of the Causes and Effects among Frontline Hotel Employees in the Kumasi Metropolis , Ghana, 3(2). https://doi.org/10.4172/2167-0269.1000127 Sanuri, S., Mokhtar, M., Utara, U., Zien, R., Universiti, Y., Chain, C. S., … View, P. (n.d.). The impact of CRM Dimensions on Call Center Performance The impact of CRM Dimensions on Call Center Performance, (November 2014). Sathasivam, K. V, Dahlan, M., Malek, H. A., Ahmad, P., & Abdullah, F. (2015). Job Stress among Malaysian Managers : The Moderating Role of Coping Methods,3(3), 75–86. https://doi.org/10.11114/ijsss.v3i3.742 Savage, D. A., & Torgler, B. (2012). Nerves of steel? Stress, work performance and elite athletes. Applied Economics, 44(19), 2423-243 Sekaran, U., &Bougie, R. (2010).Research Methods for Business: A Skill Building Approach (5th edition). New Jersey: John Wiley and Sons. Shahu, R., & Gole, S. (2008). Effect of job stress and job satisfaction on performance: An empirical study. AIMS International Journal of Management, 2(3), 237-246. Singapore Business. ( 2017, July 31). 72% of Singapore firms affected by workers' mental stress. Retrieved from https://sbr.com.sg/hr-education/in-focus/72-singaporefirms- affected-workers-mental-stress Skarlicki, D. P., van Jaarsveld, D. D., & Walker, D. D. (2008). Getting even for customer mistreatment: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage. Journal of Applied Psychology, 93, 1335–1347. http://dx.doi .org/10.1037/a0012704 Smart Living Global News of Canada (2018, April 16). This is the state of stress in 2018. Retrieved from https://globalnews.ca/news/4138006/stress-causes-today/ Tang YT, Chang CH. Impact of role ambiguity and role conflict on employee creativity. African Journal of Business Management. 2010;4(6):869-881 The Economic Times ( 2016, November 16). Workplace stress alert: 60% of employees plan to quit jobs soon, says a survey. Retrieved from https://economictimes.indiatimes.com/jobs/workplace-stress-alert-60-per-centemployees-plan-to-quit-jobs-soon-says-a-survey/articleshow/55433307.cms The Nation ( 2017, November 20). Malaysian workers are ‘most stressed’ . Retrieved from http://www.nationmultimedia.com/detail/Economy/30332004 The Star Online ( 2013, October 2). Customer service in Malaysia. Retrieved from https://www.thestar.com.my/news/nation/2013/10/02/customer-service-inmalaysia/ The Straits Times. (2017, Apr 19). Singapore customers among the most demanding of customer service standards: Amex. Retrieved from http://www.straitstimes.com/business/companies-markets/singaporecustomers-among-the-most-demanding-of-customer-service Ting, H. (2016). Level of Stress and Job Satisfaction among Call Operators : A Case of Malaysian Telecommunication Sector Level of Stress and Job Satisfaction among Call Operators : A Case of Malaysian Telecommunication Sector, 6(July), 442–447. Ting, H., De Run, E.C. (2012), Identifying Generational Cohorts in Sarawak: A Comparison Between Three Ethnic Groups. Paper Presented at the International Conference Series, Taylor’s University Lakeside Campus, Subang Jaya on September 24-25; 2012 Uma Sekaran. (2003). Research Methods for Business. A Skill Building Approach: Fourth Edition. USA: John Wiley & Son, Inc. URCOT. (2000). Call Centres: What kind of future workplaces? Victoria, Australia: RMIT School of Social Sciences and Planning. Vogt, J., & Wecking, C. (2007). Copyright © The British Psychological Society Customer-induced stress in call centre work : A comparison of audio- and videoconference Ju Copyright © The British Psychological Society, 693–712. https://doi.org/10.1348/096317906X164927 Wiegand, D. M. (2013). Evaluation of Job Stress and Work-related Health Concerns at a Telephone Call Center, (2012). Willis Towers Watson ( 2016, March 29). Seventy-five percent of U.S. employers say stress is their number one workplace health concern. Retrieved from https://www.willistowerswatson.com/en/press/2016/06/75-percent-of-usemployers-say-stress-is-top-health-concern Zaki, M., Amalina,N., & Zainuddin, Huda and Rahman,A., Hejar (2016). Job stress and its determinants among academic staff in a university in Klang Valley, Malaysia. International Journal of Public Health and Clinical Sciences, 3 (6). pp. 125-136. ISSN 2289-7577 Zikmund, W. G. (2003). Business Research Methods (7th ed.). MA: McGraw-Hill Irwin, Boston. Zukri. M., & Hassim,.N. (2010). Journal of Community Health 2010: Vol 16 Number 2 ORIGINAL ARTICLE, 16(2), 66–74.

The factors that cause stress among a multinational call centre company workers in Klang Valley

Similar Items