Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector
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 desig...
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| Format: | Article |
| Language: | English |
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Econjournals
2016
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| Online Access: | http://ir.unimas.my/id/eprint/12998/ http://ir.unimas.my/id/eprint/12998/1/Mumtaz%20Ali.pdf |
| _version_ | 1848837318532661248 |
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| author | Mumtaz Ali, Memon Hiram, Ting Rohani, Salleh Jati Kasuma, Ali Yusman, Yacob |
| author_facet | Mumtaz Ali, Memon Hiram, Ting Rohani, Salleh Jati Kasuma, Ali Yusman, Yacob |
| author_sort | Mumtaz Ali, Memon |
| building | UNIMAS Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-15T06:37:45Z |
| format | Article |
| id | unimas-12998 |
| institution | Universiti Malaysia Sarawak |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T06:37:45Z |
| publishDate | 2016 |
| publisher | Econjournals |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | unimas-129982022-02-08T02:16:41Z http://ir.unimas.my/id/eprint/12998/ Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector Mumtaz Ali, Memon Hiram, Ting Rohani, Salleh Jati Kasuma, Ali Yusman, Yacob HN Social history and conditions. Social problems. Social reform 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. Econjournals 2016 Article PeerReviewed text en http://ir.unimas.my/id/eprint/12998/1/Mumtaz%20Ali.pdf Mumtaz Ali, Memon and Hiram, Ting and Rohani, Salleh and Jati Kasuma, Ali and Yusman, Yacob (2016) Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector. International Review of Management and Marketing, 6 (3). pp. 442-447. ISSN 2146-4405 http: www.econjournals.com |
| spellingShingle | HN Social history and conditions. Social problems. Social reform Mumtaz Ali, Memon Hiram, Ting Rohani, Salleh Jati Kasuma, Ali Yusman, Yacob Level of Stress and Job Satisfaction among Call Operators: A Case of Malaysian Telecommunication Sector |
| title | Level of Stress and Job Satisfaction among Call Operators:
A Case of Malaysian Telecommunication Sector |
| title_full | Level of Stress and Job Satisfaction among Call Operators:
A Case of Malaysian Telecommunication Sector |
| title_fullStr | Level of Stress and Job Satisfaction among Call Operators:
A Case of Malaysian Telecommunication Sector |
| title_full_unstemmed | Level of Stress and Job Satisfaction among Call Operators:
A Case of Malaysian Telecommunication Sector |
| title_short | Level of Stress and Job Satisfaction among Call Operators:
A Case of Malaysian Telecommunication Sector |
| title_sort | level of stress and job satisfaction among call operators:
a case of malaysian telecommunication sector |
| topic | HN Social history and conditions. Social problems. Social reform |
| url | http://ir.unimas.my/id/eprint/12998/ http://ir.unimas.my/id/eprint/12998/ http://ir.unimas.my/id/eprint/12998/1/Mumtaz%20Ali.pdf |