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Document ID (ISN)110595
CIS number 10-0296
ISSN - Serial title 0019-8366 - Industrial Health
Year 2010
Convention or series no.
Author(s) Lin Y.H., Chen C.Y., Hong W.H., Lin Y.C.
Title Perceived job stress and health complaints at a bank call center: Comparison between inbound and outbound services
Bibliographic information May 2010, Vol.48, No.3, p.349-356. 20 ref.
Abstract This study investigated how perceived job stress and health status differ, as well as the relationships to inbound (incoming calls) versus outbound (outgoing calls) calling activities, for call center workers in a bank in Taiwan. The bank employed 289 call center workers aged from 19 to 54 years. Data were obtained on individual factors, health complaints, perceived level of job stress and major job stressors by means of questionnaires. Overall, 33.5% of outbound operators and 27.1% of inbound operators reported frequently or always experiencing high stress at work, however, the differences between inbound and outbound operators were insignificant. "Having to deal with difficult customers" was the most frequent job stressor for all workers. Musculoskeletal discomfort, eye strain, and hoarse or sore throat were the most prevalent complaints. Workers who perceived higher levels of job stress had significantly increased risks of multiple health problems, including eye strain, tinnitus, hoarse or sore throat, chronic cough with phlegm, chest tightness, irritable stomach or peptic ulcers, and musculoskeletal discomfort (with odds ratios ranging from 2.13 to 8.24).
Descriptors (primary) call centres; state of health; psychology of work organization; women; banking and insurance; stress factors; risk factors
Descriptors (secondary) Taiwan (China); peptic ulcer; tinnitus; expectoration; musculoskeletal diseases; visual acuity; human relations; comparative study; questionnaire survey; speech communication; frequency rates
Document type D - Periodical articles
Subject(s) Commerce, services, offices
Broad subject area(s) Stress, psychosocial factors
Browse category(ies) Mental stress and burnout
Diseases of the musculoskeletal system
Psychology of work organization
Banking and financial services