scholarly journals Conscientiousness among Call-Center Employees

2014 ◽  
Vol 2 (1) ◽  
Author(s):  
Sonal D. Parmar
Keyword(s):  
Marital Status ◽  
Call Center ◽  
F Test ◽  
Status Effect ◽  
Significant Difference ◽  
Status Difference ◽  
Female Employees ◽  
Call Center Employees ◽  
Female Call ◽  
The Impact

The aim of the present study was to find out the gender difference in conscientiousness and to study the impact of marital status difference in conscientiousness among call-center employees. The sample for the present study consisted of 200 call-center employees. 100 male employees (50 married & 50 unmarried) and 100 female employees (50 married & 50 unmarried). Call-center employees were selected randomly from various call-center of Vadodara city in Gujarat. Conscientiousness scale constructed by John, Donahue & Kentle, 1991; cited in John & Srivastava, 1999: 122, was used to measure conscientiousness trait among male/female and married/unmarried call-center employees. The data was analyzed in terms of mean, SD, and F-test. The result of F-test revealed significant difference in conscientiousness between male and female call-center employees. Male were conscientious than female call-center employees. Further analysis was carried out to know marital status effect on conscientiousness, result revealed no significant difference between married and unmarried call-center employees.

scholarly journals Effects of Personal Variables of Call Centre Employees on their Psychological well being

2014 ◽  
Vol 1 (4) ◽  
Author(s):  
Nitin R. Korat ◽  
Gandharva R. Joshi
Keyword(s):  
Call Center ◽  
Well Being ◽  
Call Centre ◽  
Psychological Well Being ◽  
Family Work ◽  
Personal Variables ◽  
Significant Difference ◽  
Work Shifts ◽  
Call Center Employees ◽  
The Impact

The study was designed to investigate the impact of certain personal variables on psychological well being of call centre employees. The sample consisted of 240 call centre employees (120 Male/120 Female) selected randomly from Vodafone Call Centre of Ahmedabad city. Psychological well being scale of Dr. Bhogle and Prakash was used. Results revealed that there exists a significant difference between psychological well being and variables such as Sex, Age, Type of Family, work Shifts and working time of Call center employees. No significant deference observed between Psychological well being of married and unmarried employees. And also no significant difference was found between Psychological well being and Education of Call centre employees.

scholarly journals Stress and Sexual Dysfunction among Call Center Employees

2014 ◽  
Vol 1 (3) ◽  
Author(s):  
Dr. V.D. Kasture
Keyword(s):  
Sexual Dysfunction ◽  
Call Center ◽  
Call Centers ◽  
High Stress ◽  
Work Load ◽  
International Studies ◽  
Positive Thinking ◽  
Wide Range ◽  
Female Employees ◽  
Call Center Employees

The call center community often defines itself as an industry, with numerous national and international call centers. But there has some dispute among researchers as to whether it is appropriate to refer such thing as the ‘call center industry’. Bain and Taylor (1999) argue that it is more appropriate to use the term ‘sector’ as call centers are found across a wide range of industries and may be similar primarily in terms of their core technologies. Belt, Richardson and Websler (2000) agreed that call centers are not an ‘industry’ as the term generally defined, but rather represent certain ways of delivering various services using the telephone and computer technologies across traditional industry boundaries. This research results revealed that female employees from international call centers show high stress score and high sexual dysfunction than domestic call center employees, which means the female employees from international call center differed significantly (t=5.26, p=<0.01) than domestic call center female employees. Results obtained from t test showed that female employees from domestic and international call center differed significantly with one another on stress scores and sexual dysfunction. The reason is that international call center employees have more work stress as compare to that with domestic one. This due to heavy work load, not enough time for social interaction and completion of work within a given period of time. The work culture is more strict and systematic as compared to domestic one. International studies in the past have linked stress t sexual dysfunction and infertility among women. The overall results of the present study suggest the need for stress management programs for reducing the stress and developing positive thinking among young female employees working in call centers.

Western Work Worlds and Altering Approaches to Marriage

2012 ◽  
pp. 262-276
Author(s):  
Shelly Tara ◽  
P. Vigneswara Ilavarasan
Keyword(s):  
Comparative Analysis ◽  
Call Center ◽  
Call Centers ◽  
Work Culture ◽  
Women Employees ◽  
Two Cities ◽  
Second Tier ◽  
Call Center Employees ◽  
The Impact ◽  
Depth Interviews

Based on a qualitative empirical study of women call center employees in India, this chapter argues that approaches towards marriage are being altered due to the impact of Western work worlds. In-depth interviews were conducted with eighteen respondent located in Delhi, a metropolitan area, and Jaipur, a second tier city Though, in terms of size, culture, and outlook of people there are great differences between Delhi and Jaipur, the work culture introduced by the call centers is similar in both cities. Consequently, the findings reveal certain similar as well as certain different opinions in the approaches towards marriage at both the cities. Women are negotiating with these approaches to continue with either employment in call center or marriage, or both. By doing a comparative analysis between the respondents of two cities about the decision of marriage, the study provides a range of approaches adopted by the women employees of call centers, while balancing work and the decision of marriage. The chapter also highlights the varying forms of women agency being exercised while dealing with the issue of marriage along with the unprecedented work culture of call centers in India.

scholarly journals Assessment of Psycho-emotional Distress Due to Age, Body Mass Index, and Marital Status in Polycystic Ovary Syndrome in North Indian Population

2020 ◽  
Vol 8 (4) ◽  
pp. 368-375
Author(s):  
Fauzia Tabassum ◽  
Hemali Heidi Sinha ◽  
Kavita Dhar ◽  
Chandra Jyoti ◽  
Md Sayeed Akhtar ◽  
...  
Keyword(s):  
Body Mass Index ◽  
Body Weight ◽  
Polycystic Ovary Syndrome ◽  
Marital Status ◽  
Body Mass ◽  
Polycystic Ovary ◽  
Reproductive Age ◽  
Ovary Syndrome ◽  
Significant Difference ◽  
The Impact

Objectives: Polycystic ovary syndrome (PCOS) is a multifaceted endocrine disorder in reproductive age having a greater impact on health-related quality of life (HRQOL). The aim of this study was to find out PCOS demographics and its related HRQOL effects for improving psychological understanding in disease management. Materials and Methods: A prospective questionnaire-based study was conducted for a period of twelve months at All India Institute of Medical Sciences, Patna, India. The data of 100 PCOS cases were collected about socio-demographic status, clinical history, and dietary intake. Then, a validated PCOS questionnaire (PCOSQ) was used to observe the impact of PCOS symptoms on patients’ HRQOL. Results: The overall 57% and 48% of PCOS cases belonged to the age range of 20-30 years and had a body mass index (BMI) of >25-30, respectively. Based on the results, a significant difference was observed in the mean score of PCOSQ vs. marital status in PCOS cases with respect to emotion (P=0.039), body weight (P=0.002), and infertility (P=0.001). Furthermore, the result showed a significant difference in the domain of emotion (P=0.008), body hair (P=0.035), body weight (P<0.001), and infertility (P=0.018) among BMI group, and a high score was observed in the BMI group <18 in comparison to the other groups of BMI. Conclusions: In general, our findings indicated that infertility, emotions, and BMI had extremely higher impacts on the HRQOL of women suffering from PCOS although their educational status failed to affect HRQOL.

Call centers: is there an upside to the dissatisfied customer experience?

2017 ◽  
Vol 38 (1) ◽  
pp. 39-46 ◽  
Author(s):  
Sarah Hudson ◽  
Helena V. González-Gómez ◽  
Aude Rychalski
Keyword(s):  
Focus Groups ◽  
Call Center ◽  
Performance Metrics ◽  
Emotional Experience ◽  
Negative Emotions ◽  
Exploratory Research ◽  
Negative Effects ◽  
Content Type ◽  
Call Center Employees ◽  
The Impact

Purpose This paper aims to present the triggers of negative customer emotions during a call center encounter and the impact of emotions on satisfaction and loyalty. It suggests ways of mitigating the negative effects of such emotions. Design/methodology/approach This paper uses exploratory research consisting of 33 focus groups with 121 narratives of a call center encounter. Findings Callers predominantly report frustration as the emotion arising from negative experiences in a call center encounter. Goal urgency, reduced customer control and uncertainty underlie this emotional experience. Triggers include assessments of “dehumanized”, “incompetent” or “hostile” call center employees as well as the more well-known multiple transfers and waiting time. Customer may remain loyal after a frustrating encounter if they believe that alternative services will be no better. Research limitations/implications Disembodied service encounters generate conditions of reduced control and certainty which foster negative emotions. The outcomes of negative emotions are not always negative if the call center context is managed appropriately. Focus groups took place in a European business school, so generalizability of the results to other regions may be limited. Practical implications Negative emotions can have a strong effect on loyalty, a key issue in service organizations. This paper provides insights into how to manage customer emotions effectively. Originality/value Customer satisfaction and loyalty in terms of emotions are generally overlooked in the call center industry because of the focus on performance metrics. This study shows that emotions must be taken into account to ensure customer retention and the competitive edge.

scholarly journals Association Between Marital Status and Racial Disparities in Esophageal Cancer Care

2020 ◽  
Vol 16 (6) ◽  
pp. e498-e506
Author(s):  
Alan Paniagua Cruz ◽  
Karlie L. Haug ◽  
Lili Zhao ◽  
Rishindra M. Reddy
Keyword(s):  
Esophageal Cancer ◽  
Marital Status ◽  
Racial Disparities ◽  
Cancer Care ◽  
Statistical Significance ◽  
Secondary Analysis ◽  
Eligibility Criteria ◽  
Significant Difference ◽  
The Impact ◽  
White Patients

PURPOSE: This study was designed to examine the impact of marital status on racial disparities in esophageal cancer care. PATIENTS AND METHODS: We performed a secondary analysis of data collected from the state cancer registry maintained by the Michigan Department of Health and Human Services. We identified patients with an esophageal cancer diagnosis between January 1, 2000, and December 31, 2013. χ2 test and logistics regression were used to analyze 6,809 patients who met our eligibility criteria. Statistical significance was defined as P ≤ .05. RESULTS: Approximately 88.4% of our patients were White and 11.6% were Black. A significantly higher number of White patients were married when compared with Blacks (62.9% v 31.8%, respectively; P < .0001). There was no significant difference in cancer staging between the 2 groups ( P = .0671). Married Blacks had similar rates of esophagectomy, chemotherapy, and radiation as married Whites. Both single groups had lower rates of esophagectomy and chemotherapy than married Whites, but single Blacks were the least likely to undergo esophagectomy. Single patients were more likely to refuse treatment. CONCLUSION: Marital status differs significantly in Black and White patients with esophageal cancer and may help explain racial disparities in cancer care. Further research is needed to explore reasons for care underutilization in single patients and whether these differences translate into clinical outcomes.

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