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• W3136175691 abstract "It is broadly acknowledged that contact center employees are subject to high levels of stress. In this profession, there is a distinction between back-office and front-office employees. In addition, employees may perform duties in various companies with different characteristics (i.e., human resources practices, job characteristics, social support, work–personal life relationship, among others). Thus, this study focuses on the analysis of the contact centers’ (CC) psychosocial work environment and employees’ levels of stress and well-being, seeking to understand whether they change due to the specific nature of the duties they perform and the characteristics of the company. This study involved 1440 participants from 15 companies. The results indicate that front-office and back-office duties influence the perception of some job characteristics and their environment and, consequently, the stress and well-being of these employees. Furthermore, the exhaustion and general well-being of employees are seemingly independent of the duties performed and common to all companies. However, the job characteristics, psychosocial environment and employees’ levels of cynicism, work engagement and general stress were found to change according to the company in which they worked, thus highlighting the need for action in the psychosocial environment of these work duties." @default.
• W3136175691 created "2021-03-29" @default.
• W3136175691 creator A5043278336 @default.
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• W3136175691 date "2021-03-15" @default.
• W3136175691 modified "2023-10-11" @default.
• W3136175691 title "Is Stress in Contact Centers Inevitable?" @default.
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• W3136175691 doi "https://doi.org/10.3390/ijerph18062999" @default.
• W3136175691 hasPubMedCentralId "https://www.ncbi.nlm.nih.gov/pmc/articles/7999735" @default.
• W3136175691 hasPubMedId "https://pubmed.ncbi.nlm.nih.gov/33803985" @default.
• W3136175691 hasPublicationYear "2021" @default.
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