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Updated: May 9, 2026

Enactive Phenomenological Approach to the Trier Social Stress Test: A Mixed Methods Point of View
Published on: January 7, 2019
Relationships between organizational workplace characteristics and perceived workplace strain in call-centers in
Stéphanie Boini1, Dominique Chouanière, Régis Colin
1Department of Epidemiology, Occupational Health and Safety Institute (INRS), Vandoeuvre-les-Nancy, France.
Background:
Our objective was to study the associations between organizational workplace characteristics (OC) reported by call-center (CC) managers and workplace stressors reported by call-handlers.
Methods:
The managers of 107 CCs were interviewed by their occupational physicians using a questionnaire designed to specifically explore OC in the CCs. Four thousand two call-handlers from these CCs completed a self-report questionnaire including the Karasek and Siegrist work stressor questionnaires and two specific items on other workplace stressors.
Results:
Around one-third of the OC examined were associated with the demand/control ratio, the perception of demanding work and ethical conflicts, however, far fewer OC were associated with the effort/reward ratio. Most OC were associated with higher levels of job stressors. Some had strong, systematic negative associations with stressors (e.g., highly formatted instructions for the client relationship).
Conclusions:
These findings could help in targeting job stressor prevention and health improvement strategies in CCs.
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