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[Work-family conflict in call center]
Chiara Ghislieri1, Simona Ricotta, Lara Colombo
1Dipartimento di Psicologia, Università degli Studi di Torino.
La Medicina Del Lavoro
|August 14, 2012
Summary
Work-family conflict is higher for full-time call center employees, influenced by job demands like emotional dissonance and workload. This study highlights key factors impacting well-being in this growing sector.
Area of Science:
- Occupational Health Psychology
- Human Resources Management
- Sociology of Work
Background:
- Call centers are a rapidly growing work environment with unique stressors.
- Work-family conflict is a known stressor impacting worker well-being.
- Limited research exists on work-family conflict specifically within call centers.
Purpose of the Study:
- To investigate work-family conflict in call center operators.
- To analyze the influence of professional and personal characteristics on this conflict.
- To identify specific job demands and resources impacting work-family conflict.
Main Methods:
- A self-reporting questionnaire administered to 898 call center operators.
- Statistical analyses including t-tests, ANOVA, linear correlations, and multiple regressions.
- Focus on a telecommunications company sample.
Main Results:
- Full-time employees reported higher work-family conflict than part-time employees.
- Key influencing factors identified: emotional dissonance, customer dissatisfaction, workload, avoidance coping, and working hours.
- Work-family conflict was influenced by respondent characteristics and primarily by work demands.
Conclusions:
- Work-family conflict in this call center setting is manageable.
- Professional and personal characteristics play a partial role.
- Work demands are the primary drivers of work-family conflict.
- Training activities are suggested for managerial implications.
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