TY  - JOUR
A1  - Memon, M.A.
A1  - Ting, H.
A1  - Salleh, R.
A1  - Ali, J.K.
A1  - Yacob, Y.
JF  - International Review of Management and Marketing
UR  - https://www.scopus.com/inward/record.uri?eid=2-s2.0-84978982742&partnerID=40&md5=b01ee2b2767b562fc35cabc652c7d2c7
VL  - 6
Y1  - 2016///
N2  - The study aims to identify the level of stress and job satisfaction among call operators (COs) in Malaysia. It also explores COs views on the factors affecting their stress level and job satisfaction. This research is based on a case study of a telecommunication contact centre. A mixed-methods design was employed whereby a survey questionnaire was completed by 113 COs, and two in-depth interviews were conducted. The results indicate the reasons and potential outcomes of high level stress and low job satisfaction among COs. Stressful working environment, poor supervisory support, and heavy workload are found to be key factors affecting COs high level of stress and low job satisfaction. As such the study provides valuable insights to researchers and practitioners. © 2016, Econjournals. All rights reserved.
IS  - 3
ID  - scholars7862
EP  - 447
PB  - Econjournals
SN  - 21464405
N1  - cited By 5
SP  - 442
TI  - Level of stress and job satisfaction among call operators: A case of Malaysian telecommunication sector
AV  - none
ER  -