The effect of job burnout on job outcomes among call centre customer service representatives in India

Jain, Shilpa; Singh, Anup

doi:10.1504/ijie.2012.052557

Cited by 7 publications

(2 citation statements)

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“…Furthermore, the result of the moderator analysis confirms the research conducted by Singh and Vidyarthi (2018), which studied the faculty employees from a private university in India and reported a small relationship between job satisfaction and job performance (Satvir Singh & Vidyarthi, 2018). Also, Surana and Singh (2012) studied customer service representatives in call centers in India and reported a small relationship between job satisfaction and job performance (Surana & Singh, 2012), which is confirmed by the present study's moderator analysis. However, Mekoth (2017a, 2017b) reported no significant relationship between job satisfaction and job performance in their study among workers in state run power utility Goa Electricity Department in Goa, India (Sony & Mekoth, 2017b).…”

Section: Discussionsupporting

confidence: 83%

The Relationship Between “Job Satisfaction” and “Job Performance”: A Meta-analysis

Katebi

HajiZadeh

Bordbar

et al. 2021

Glob J Flex Syst Manag

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The purpose of this meta-analytic research is to obtain a clear and unified result for the relationship between job satisfaction and job performance, as previous research has shown contradictions in this regard. A total of 913 articles in both English and Persian languages were obtained from four databases, and finally, 113 articles with 123 independent data were selected and analyzed. The random-effects model was adopted based on results, and the analysis resulted a medium, positive, and significant relationship between job performance and job satisfaction (r=0.339; 95% CI=0.303 to 0.374; P=0.000). Finally, the country of India was identified as a moderator variable. The publication, language, selection, and citation biases have been examined in this study. Increasing and improving the job performance of employees have always been an important issue for organizations. The results of this study can be useful for managers in different industries, especially for Indian professionals in both public and private sectors, to better plan and manage the satisfaction and the performance of their employees. Also, Indian scholars can use these results to localize the global research in this regard.

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Section: Discussionsupporting

confidence: 83%

The Relationship Between “Job Satisfaction” and “Job Performance”: A Meta-analysis

Katebi

HajiZadeh

Bordbar

et al. 2021

Glob J Flex Syst Manag

View full text Add to dashboard Cite

show abstract

“…CCs have been studied in various industries and countries which demonstrates their importance. For example, previous studies have examined a diversity of international and national industries including: health (Guillot and Fung, 2010; Rohleder et al , 2013; Malm et al , 2013; Liebow et al , 2012; Bowers and Fish, 2013), pharmaceutical and medical, mobile telecommunications (Anaman et al , 2008), water utilities (Olstein, 2009), academic libraries (Murphy and Cerqua, 2012), car rental (Takeuchi et al , 2007, 2009), Amazon.com (Keblis and Chen, 2006), banking (van Dun et al , 2012; Hakan Özkan, 2012; Surana and Singh, 2012), telecommunications (Tate and van der Valk, 2008), internal IT helpdesks (Padmanabhan and Kummamuru, 2007), telecom service providers in Europe (Visweswariah et al , 2010), the service industry (van der Aa et al , 2012) and call centers in Bangalore (Ghosh, 2013), India (Surana and Singh, 2012; Poster, 2013; Taylor et al , 2013; Das et al , 2013; Aneesh, 2012; Nandialath et al , 2012), the Philippines (Hechanova, 2013), Germany (Gerpott, 2012), South Africa (Hunter and Hachimi, 2012), Hungary (Dezső et al , 2010), Australia (Owens, 2014), Malaysia (Abdullateef and Salleh, 2013), Egypt (Kamel and Hussein, 2008), and the Netherlands (van der Aa et al , 2012).…”

Section: CCmentioning

confidence: 99%

Past, present and future of contact centers: a literature review

Saberi

Hussain

Chang

2017

BPMJ

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Purpose Contact centers (CCs) are one of the main touch points of customers in an organization. They form one of the inputs to customer relationship management (CRM) to enable an organization to efficiently resolve customer queries. CCs have an important impact on customer satisfaction and are a strategic asset for CRM systems. The purpose of this paper is to review the current literature on CCs and identify their shortcomings to be addressed in the current digital age. Design/methodology/approach The current literature on CCs can be classified into the analytical and the managerial aspects of CCs. In the former, data mining, text mining, and voice recognition techniques are discussed, and in the latter, staff training, CC performance, and outsourced CCs are discussed. Findings With the growth of information and communication technologies, the information that CCs must handle both in terms of type and volume, has changed. To deal with such changes, CCs need to evolve in terms of their operation and public relations. The authors present a state-of-the-art review of the challenges in identifying the gaps in order to have the next generation of CCs. Lack of an interactive CC and lack of data integrity for CCs are highlighted as important issues that need to be dealt with properly by CCs. Originality/value As far as the authors know, this is the first paper that reviews CCs’ literature by providing the comprehensive survey, critical evaluation, and future research.

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Entrepreneurial Stress, Burnout and Intention to Quit: An Examination on MARA Entrepreneurs

Kha¹,

Salim²,

Saidun³

et al. 2016

Asian J. of Scientific Research

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The effect of job burnout on job outcomes among call centre customer service representatives in India

Cited by 7 publications

References 0 publications

The Relationship Between “Job Satisfaction” and “Job Performance”: A Meta-analysis

The Relationship Between “Job Satisfaction” and “Job Performance”: A Meta-analysis

Past, present and future of contact centers: a literature review

Entrepreneurial Stress, Burnout and Intention to Quit: An Examination on MARA Entrepreneurs

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