Upload
truongphuc
View
217
Download
0
Embed Size (px)
Citation preview
����
�
CHAPTER V
FINDINGS, CONLUSIONS AND SUGGESTIONS
“If you don’t build your dream,
Someone else will hire you,
To help them build theirs.”
Dhirubhai Ambani
The present research work is titled “Impact of stress on call centre employees with reference to
select BPOs”. The work dealt with the stress experienced by the call centre employees have been
examined in different ways and at different occupational levels. The levels of respondents taken
for the research are from the four select BPO companies viz., Infosys, Genpact, TCS and Wipro.
The present study aims at identifying the stress levels of the call centre employees in three
dimensions, namely personal factors, role factors and personality variables, along with the
demographic factors and coping strategies.
For the purpose of study, a scaled questionnaire using 5points Likert scale was framed with 42
questions covering the said four factors i.e. personal factors, role factors, personality variables
and coping strategies. For more accuracy of the results, reliability test was also conducted for all
the 42 items of the scaled questionnaire. This proves the high consistency of the study in
relationship between overall job stress and the factors taken for the study.
5.1 FINDINGS OF THE STUDY
The data was analyzed at various levels using descriptive analysis, correlation, regression and
ANOVA to test the significance of the relationship between each factor taken for the study and
as well as between the select companies. The findings of the study can be explained in three
steps viz.,
I. The results from the frequency tables and cross tabs of various demographic factors
and the variable factors under the study.
����
�
II. The results from the testing of hypothesis set for the purpose of the study based on the
objectives of the study.
III. Based on the above results setting the models to sustain and relieve the impact of
stress on the call centre employee to certain extent through coping strategies.
Firstly the demographic profile of the respondents and variable factors were analyzed company
wise and the following results have been evolved
1. The majority of the respondents in the select BPO companies are youngsters, showing that
55.4 percent are in the age group of less than 25 years.
2. Majority of the respondents in BPOs are observed to be male population representing 82.2
percent of the sample
3. It is observed that the maximum of the respondents are single (67.9%) and majority of the
sample represented the category having no children (73.9%).
4. The educational qualifications of the respondents are mostly graduates consisting 50.8
percent of the sample, followed by postgraduates representing 41.8 percent.
5. The sample study consisted different occupational levels of the respondents of which the
majority were call centre representatives consisting 87.5 percent.
6. The majority of the respondents fall under the category of Rs.2-5 lakhs of annual income
representing 60.2 percent.
7. Most of the employees were working in day shifts represented by 65.9 percent.
8. The number of respondents from each company are-Infosys 309, Genpact 326, TCS 315 and
Wipro 301.
9. The experience of the respondents is mostly observed to be in between one to three years
representing 42.4 percent of the sample.
10. The company wise analysis of the age revealed that the maximum number of employees are
from the age group of less than 25 years (693 out of 1251), of which majority are from
Infosys (187).
11. The company wise male respondents are observed to be maximum (1028) when compared to
the female respondents, and the majority of them are from TCS (274).
����
�
12. The marital status is also observed to be maximum single i.e., 850 out of 1252 respondents
from all the four companies taken for the study, of which Infosys represents the maximum
number of 224.
13. The educational qualifications of the respondents reveal that maximum are graduates
representing 635 out of which majority are from TCS (165).
14. The occupational levels are observed to be call centre representatives who are1094 out of the
total sample of 1251, of which majority are from Genpact (283).
15. It is observed that the company wise annual income of the respondents to be maximum of Rs.
2-5 lakhs representing 753 out of 1251, of which the highest number are from Genpact.
16. The company wise experience of the respondents are observed to be maximum of 1-3 years
consisting of 530 out of 1251, of which majority are from TCS(160).
17. The majority of the respondents are having no children. Out of 1251, it is observed that 924
do not have children, of which the majority is form Infosys (248 out of 309).
18. The work shifts of the call centre employees, company wise have been observed to be day
shifts representing 824 out of 1251, of which the majority is from Infosys (221).
19. The impact on health or behavior of the employee due to job has been disagreed by majority
of the respondents consisting of 752 out of 1251, of which maximum is from TCS (200).
20. The company wise respondents view on the factor of major change in financial status of the
respondent due to job disagree (654 out of 1251), of which maximum is from Genpact
consisting of 172.
21. The respondents opinion regarding the impact of major changes in responsibilities at work is
agreed representing 496, of which majority are from Genpact (172).
22. The company wise response regarding the impact on living conditions and social status was
disagree (648 out of 1251), and the maximum respondents were from Wipro (171).
23. The response on the factor stressed due to long working hours was disagree representing 623
out of 1251, of which maximum is from Infosys (160).
24. The respondents view regarding the factor of disturbance in schedule of rest and recreation
due to working hours has been disagree representing 684, of which majority are from Wipro.
25. The change in sleeping habits due to work been disagreed by maximum of the respondent
(631), of which majority are from Wipro (160).
����
�
26. The respondents’ opinion regarding the change in eating habits due to job has been disagreed
(652), of which maximum are from TCS (173).
27. The respondents view regarding the lack of skill acquirements was disagree by majority
(797), of which majority are from Genpact (226).
28. The respondents opinion regarding the factor of work over load is disagree (673), of which
Infosys represent the maximum respondents (174).
29. The unwilling attitude towards work representing the role ambiguity of the employee has
been disagreed by majority (752), of which Genpact is consisting of maximum number of
respondents (200).
30. The inter role distance factor has also been disagree by majority of the respondents (795), of
which maximum are from Genpact (216).
31. The job dissatisfaction is also observed to be disagreed by a majority of the respondents
(754), majority are from Wipro (199).
32. The role interaction view of the maximum respondents was disagree (629), of which majority
are from TCS (176).
33. The respondents opinion regarding the factor of lack of time for the family due to role is
viewed to be disagree (691), of which majority is represented from Infosys (188).
34. The absence of facilities at work place has been disagreed by maximum of the respondents
(724), majority are from TCS & Wipro (188).
35. The role stagnation factor has been disagreed by majority of the respondents representing
621 out of 1251, maximum are from Infosys (167).
36. The majority of the respondents view on the factor of self initiation is disagree (840),
maximum are from TCS (227).
37. The maximum number of respondents view regarding the factor of personal integrity is agree
(581), the highest number are from TCS (166).
38. The majority of the employees opinion on the self confidence was agree (562), Genpact and
TCS represented the majority (159).
39. The maximum number of respondents view regarding the timely actions is disagree (554),
majority are from TCS (144).
40. The majority of the respondents opinion on the losing confidence is disagree (737). Genpact
and Wipro are showing the highest number (196).
����
�
41. The respondent’s opinion on lack of encouragement showed a maximum of 804 out of 1251,
of which Wipro represented the maximum of 208.
42. The respondents opinion on escapism was observed to be maximum disagree (873), of which
majority are from Infosys (227).
43. The respondents view regarding the rising to expectations is disagree (628) and maximum
are from Infosys (173).
44. The self depression view of the respondents majority have disagreed (729), of which Infosys
is the highest (193).
45. The maximum number of respondents of blaming others disagree (878), of which Genpact
represents the maximum (244).
46. The majority of the respondents opinion on innovation is disagree (842), of which majority is
from TCS (239).
47. It is observed that the respondents view on the confident planning is agreed by majority of
the respondents representing 509, of which Genpact are maximum with 149.
48. The majority of the respondents opinion on the external influences is disagree (807), the
majority are from Genpact and Wipro (206).
49. The maximum number of respondents on the factor circumstantial decisions is disagree 643,
where Genpact is maximum with 172.
50. The overall job stress factor maximum number of the respondents disagree 715, of which
Infosys is maximum with 187.
51. The majority of the respondents opinion on exercise is agree 519, of which Genpact is 160
maximum.
52. The majority respondents opinion on meditation and yoga is disagree it is 631, and the
maximum is from TCS173.
53. The maximum respondents opinion on music is disagree i.e. 836, of which maximum are
from Genpact 228.
54. The respondents opinion on the healthy dietary habits was maximum agree 479, and
maximum number of disagree are from TCS 141.
55. The majority of the respondents opinion on proper sleep and rest is agree 597, of which
majority are from Genpact (167).
����
�
56. The majority opinion on prioritization and planning is agreeing 536, of which the highest is
from Genpact 153.
57. The majority of the respondents opinion on social activities as a coping strategy is disagree
598, of which the TCS is the highest 160.
58. The opinion of the maximum employees on the transportation facilities is agree represented
by 523, of which majority is from Wipro 154.
59. The majority respondents opinion on recreational activities is disagree 616, Infosys constitute
the majority 167.
60. The majority respondents opinion on EAPs is disagree 844, of which maximum is from
Genpact 238.
Secondly the hypothesis was tested by using the descriptive analysis, correlation regression and
ANOVA to study the relationship between various factors and the overall job stress of call centre
employees.
HYPOTHESIS I
Ho1: There is no significant relationship between the demographic factors and the stress levels of
the call centre employees.
H1: There is a significant relationship between the demographic factors and the stress levels of
the call centre employees.
The above hypothesis has tested for the significant relationship between demographic factor and
overall job stress of the call centre employees taken from select BPOs using Karl pearsons
correlation coefficient through SPPS. The table given below indicates the correlation of various
demographic factors and the overall job stress of call centre employees taken for the study. It
indicates some factors to be positively correlated and some to be negatively correlated with
overall job stress. The overall correlation of the demographic variables with overall job stress
(r=.441, p=.000) also reveals that there is a significant correlation between the demographic
factors and the overall job stress of call centre employees. Hence the null hypothesis is rejected
and the alternative hypothesis is accepted.
���
�
Table 5.1 Correlation between individual Demographic factors and overall job stress
Factor Correlation Significance Result
Age 0.678 0.000 Positive
Gender -0.225 0.000 Negative
Educational qualification 0.635 0.000 Positive
Marital status -0.656 0.000 Negative
Children -0.580 0.000 Negative
Occupational level 0.184 0.000 Positive
Annual Income 0.466 0.000 Positive
Present shift -0.391 0.000 Negative
Organization 0.038 0.181 Insignificant
Experience 0.589 0.000 Positive
Overall job stress 1 0.000
Table 5.1.a Correlation between Demographic factors and overall job stress
Demographic factors Overall Job stress
Demographic factors Pearson Correlation 1 .441**
Sig. (2-tailed)
.000 N 1251 1251
Overall Job stress Pearson Correlation .441** 1
Sig. (2-tailed) .000
N 1251 1251 Source: Researcher’s Compilation
HYPOTHESIS II
Ho2: There is no significant relationship between the personal factors and the stress levels of the
call centre employees.
����
�
H2: There is a significant relationship between the personal factors and the stress levels of the
call centre employees.
This hypothesis tests the relationship between the personal factors and the overall job stress of
the call centre employees by applying Karl Pearsons correlation through SPPS. It is observed
from the results shown in Table 4.68, that there is a positive correlation among the overall job
stress and the personal factors (r=.657, p=.000) of the call centre employees. Hence the null
hypothesis is rejected and the alternative hypothesis is accepted saying that there is a significant
relationship between the personal factors and overall job stress of call centre employee.
HYPOTHESIS III
Ho3: There is no significant relationship between the role factors and the stress levels of the call
centre employees.
H3: There is a significant relationship between the role factors and the stress levels of the call
centre employees.
The third hypothesis tests the relationship between the role factor and the overall job stress of the
call centre employees using Pearsons correlation.. It is observed from the results depicted in the
Table 4.70, that there is a positive correlation between the role factors and overall job stress
(r=.578, p=.000) of call centre employees. Therefore null hypothesis is rejected and the
alternative hypothesis is accepted, saying that there is a relationship between the role factors and
the overall job stress of call centre employees.
HYPOTHESIS IV
Ho4: There is no significant relationship between the personality variables and the stress levels
of the call centre employees.
H4: There is a significant relationship between the personality variables and the stress levels of
the call centre employees.
The fourth hypothesis tests the relationship between the personality variables and the overall job
stress of call centre employee through correlation coefficient. The results from the analysis under
���
�
table 4.73 show that there is a positive correlation between the overall job stress and the
personality variables (r=.629, p=.000) of call centre employees. Thus the null hypothesis is
rejected and the alternative hypothesis is accepted i.e. there is a significant relationship between
the personality variables and the overall job stress of call centre employees.
HYPOTHESIS V
Ho5: There is no significant difference in stress levels of call centre employees among different
select BPOs.
H5: There is a significant difference in stress levels of call centre employees among different
select BPOs.
The last hypothesis tests the significant relationship between the overall job stress levels among
the various companies under the study using ANOVA, regression analysis and correlation
techniques. From the analysis it is observed under table 4.75 that the relation of overall job stress
and the organizations to be insignificant, representing the Pearsons correlation to be r=.038,
p=.181 at 0.01 and 0.05 level of significance for two tailed test. Thus the null hypothesis is
accepted.
Further from the ANOVA table 4.76, it reveals that there is no significant difference in the
overall job stress of the call centre employees between the companies or within the companies.
The F value is observed to be highly insignificant (p=.465) representing that there is no
significant difference in the overall job stress of the employees of four companies taken for
research.
From the above result we can infer that the overall job stress is affected by the demographic
factors, personal factors, role factors and personality factors. This can be better shown through
the following figure 5.1
�
Fig: 5.1 Factors effecting overall job stress
Finally, based on the above results from various analysis and interpretations, it can be said that
stress is an inevitable factor, but which can be sustained and relieved to major extent thr
certain coping strategies.
The present a study aims to explore the possibilities of eliminating are reducing stress levels by
mitigating management techniques. The models evolved below are a result of findings of the
present research.
5.2 RECOMMENDATIONS
1. Postulation of Stress Sustenance Model
A stress sustenance model has been postulated from the above proven findings and analysis,
through various statistical techniques.
Demographic factorsAge, gender, educational qualification, marital
status, having children, occupational level, organization, experience, present shift,annual
income
Personality variablesPersonal integrity, self confidence,timely actions, escapism, rising to expectations, self depression, blaming others, innovation confident planning,
circumstantial decisions
Overall job stress
ig: 5.1 Factors effecting overall job stress
Source: Data base
, based on the above results from various analysis and interpretations, it can be said that
stress is an inevitable factor, but which can be sustained and relieved to major extent thr
The present a study aims to explore the possibilities of eliminating are reducing stress levels by
mitigating management techniques. The models evolved below are a result of findings of the
Postulation of Stress Sustenance Model
A stress sustenance model has been postulated from the above proven findings and analysis,
through various statistical techniques.
Demographic factorsAge, gender, educational qualification, marital
status, having children, occupational level, organization, experience, present shift,annual
Personal factorsHealth, financial status, responsibilities at work,
social status, long working hours, rest or recreation,sleeping habits, eating habits
Personality variablesPersonal integrity, self confidence,timely actions, escapism, rising to expectations, self depression, blaming others, innovation confident planning,
circumstantial decisions
Role factorRole ambiguity, heavy workload, role expectation conflict, role erosion, self role distance, inter role distance, role stagnation, Role isolation, resource
inadequacy
Overall job stress
����
, based on the above results from various analysis and interpretations, it can be said that
stress is an inevitable factor, but which can be sustained and relieved to major extent through
The present a study aims to explore the possibilities of eliminating are reducing stress levels by
mitigating management techniques. The models evolved below are a result of findings of the
A stress sustenance model has been postulated from the above proven findings and analysis,
Personal factorsHealth, financial status, responsibilities at work,
social status, long working hours, rest or recreation,sleeping habits, eating habits
Role factorRole ambiguity, heavy workload, role expectation conflict, role erosion, self role distance, inter role distance, role stagnation, Role isolation, resource
inadequacy
�
Fig: 5.2 Stress Sustenance Model
The various factors affecting the call center employees at work place and their resultant effect on
the stress levels are examined. The several factors like Demographic factors, life events or
personal factors, role factors and personality variables have a great influence on the indiv
work place stress and several coping strategies adopted for managing stress have proved to be
beneficial.
Personality variables
Stress Sustenance Model Source: Data base
�the call center employees at work place and their resultant effect on
the stress levels are examined. The several factors like Demographic factors, life events or
personal factors, role factors and personality variables have a great influence on the indiv
work place stress and several coping strategies adopted for managing stress have proved to be
�������
�������
� ��������������
� ������������ ������
���������
�������������������
�������������� ���
�����!���������
"�������������#
Demographic factors
Persofactors
Role factors
����
�
�
the call center employees at work place and their resultant effect on
the stress levels are examined. The several factors like Demographic factors, life events or
personal factors, role factors and personality variables have a great influence on the individual’s
work place stress and several coping strategies adopted for managing stress have proved to be
ersonal factors
����
�
Table 5.2 Model Summary [without coping strategies] Model R R Square Adjusted R Square Std. Error of the Estimate
1 .707a .501 .499 .745 a. Predictors: (Constant), personality variables, demographic factor, life events, role factor
Table 5.3 Model Summary [with coping strategies] Model R R Square Adjusted R Square Std. Error of the Estimate
1 .725a .526 .524 .726 a. Predictors: (Constant), coping strategies, demographic factor, role factor, personality variables, life events
From the above table 5.2 it is observed that the value of R2 is equal to 0.501, indicating that 50.1
per cent of the variations in the overall job stress are explained by the demographic factors, life
events, role factors and personality variables. Further from the table 5.3, it is noticed that the
value of R2 is equal to 0.526, indicating that 52.6 percent of the variations in the overall job
stress are explained by demographic factors, life events, role factors, personality variables and
coping strategies. This shows that including coping strategies in analyzing the overall job stress
increases the value of R2, by making it more significant.
Table 5.4 Coefficientsa
Model Unstandardized
Coefficients Standardized Coefficients t Sig.
B Std. Error Beta
(Constant) -1.247 .203 -6.141 .000
Demographic factor .085 .011 .177 7.643 .000
Life events .066 .007 .405 9.732 .000
Role factor -.019 .007 -.118 -2.639 .008
Personality variables .081 .006 .533 12.926 .000
Coping strategies -.058 .007 -.244 -8.218 .000
a. Dependent Variable: Overall Job stress
����
�
The estimated regression equation as obtained in table 5.4 may be written as:
Y = -1.247 + 0.085DF + 0.066LE - 0.019RF + 0.081PV - 0.058CS
P value = (.000) (.000) (.000) (.008) (.000) (.000)
Where: Y= Overall job stress; DF= Demographic Factor; LE= Life Events; RF= Role Factors;
PV= Personality variables; CS= Coping strategies.
The above estimated regression equation indicates that the demographic factors, life events and
personality variables are positively related to the overall job stress, indicating that the increase in
these factors will result in an increase in the overall job stress. In other words, an increase of
0.085 units in demographic factor results in one unit increase of overall job stress, keeping the
other factors constant. Likewise, keeping other factors constant, it is similar in the case with life
events and personality variables also. Further it can be noticed that the role factors and the
coping strategies are negatively related to the overall job stress, which indicates increase in these
factors will result in decrease in the overall job stress. Therefore, it can be observed that an
increase of 0.058 units of coping strategies will result in one unit of decrease in overall job
stress, keeping the other factors constant. This shows a significant negative relation between
overall job stress and coping strategies at 0.01 level of significance (p =.000).
2. Development of Stress Reliever Model
Based on the above postulated Stress Sustenance Model, the following Stress Reliever Model has
been developed.
The below model proves that various sources of stress are influencing the variable factors. The
coping strategies adopted help us to manage and control the stress levels. When the stress levels
are effectively managed the result will be positive and the individual will be benefited to lead a
stress free work life. When the work pressure of stress exceeds the level of managing stress, it
has a negative effect on the individual and reverts back to the job stress, thus neutralizing the
effect. This further necessitates a balance between the various work place stressors and managing
coping strategies.
����
�
Fig: 5.3 Stress Reliever Model
�
�
�
�
�
�
�
�
Source:Adapted from Stress management-Dr.Umesh Sharma, Excel books, 5th Edition, New
Delhi, 2005, page no 57.�
3. Recommendations for coping stress
1. Examine the individual coping strategies such as physical exercises, yoga and meditation,
healthy dietary habits, proper sleep or rest, listening music and recreation.
2. Set goals.
3. Proper planning for achievement of targets.
4. Acknowledge time and use it effectively.
5. Compartmentalize work by recognizing priorities.
6. Identify own potentialities and help to provide own reinforcements.
7. Transform personality to suit individual requirements.
8. Develop positive attitude towards life and work.
�������
��� ��� �
� ���� �� �
���� �
��� �� �
� ���� �
�
� � ����� ��
�
��
��
��
��
��
��
��
�
�
� � ���� �
����
�
5.3 SUGGESTIONS FOR MANAGING STRESS
Modern life is full of stress. The results of globalization have brought a sea change in the outlook
and existence of the human life. The whirlwind pace of changing technologies cutting across an
edge over conflicting nature of work demands had made life more stressful.
A scan of earlier researchers proved appropriate for the problems existent to the time of surveys
conducted. But the imminent change in the work place culture and factors thus affecting, had
warranted new researchers to fathom the depth of the ocean-‘stress’, thereby opening new vistas
par-excellent to enlighten the future generations for a stress free work culture.
The present study is extremely important in consideration of huge loss to the mankind due to
stress. It is now possible to audit and identify areas of vulnerability in individuals and
organizations, and to assist those who are at risk. This study postulates the possible solutions for
implementation to resolve the problems of stress.
Methods evolved for stress management
1. Develop awareness of possible stressors.
2. Identify the emotional and physical reactions to the stressors.
3. Recognize what we can change to gain over the given situation.
4. Reduce the intensity of our emotional reactions to stress.
5. Learning to moderate our physical reactions to stress.
6. Build our own potentials and personality.
7. Construct our physical capabilities.
8. Always maintain our emotional reserves.
5.4 CONCLUSIONS:
Call centres are very important source of employment for India particularly for most of our
younger population. At the same time, companies that are in the service industry have found call
centres to be crucial for providing services to their customers. Their unique characteristics also
separate call centres from conventional way of doing work as they exhibit specialization in
����
�
advance technologies and skills required in providing services. They further contribute to GDP
of the country in the form of revenues, which have grown from 1.5 per cent in FY 1998 to 7.5
per cent in FY2012, through outsourcing. The literature reflects that call centres are indeed
unique regarding their nature of work, and that they are largely operated by technology and
telephones. As discussed, the job design in the call centre environment contributes to employees
experiencing work related stress. It is argued that work in the call centres is structured in such a
way that the nature of work generally results in overall job stress. The study also reflects that
various factors like personal factors, role factors and personality variables apart from
demographic factors, have strong relationship with overall job stress. This may affect the
continuation of call centre employees in their services for long period and intend them to quit
their jobs. It is necessary to note the fact that call centre employees are key to customer service
strategy and also the companies which depend on them, it is important to evolve strategies that
would benefit their employees in call centres.
It is becoming critical for any company with a call centre to find ways to mitigate the effects of
overall job stress through adaptation of various coping strategies. The traditional approach of
counseling employees is not enough to manage stress. Therefore there is need for paradigm shift
in managing occupational stress in order to minimize the impact on the employees’ lives. The
stress is mainly caused by the increase in workload, uncertainty about the future, insufficient
resources and conflicts. The findings also reveal that the outcomes associated with the overall
job stress adversely affect the organization, especially in reducing efficiency in organization.
The effects of stress can create physical problems (heart disease, ulcers arthritis, cancer etc.,),
psychological problems (mood changes, lowered self esteem, inability to make decisions etc.,)
and behavioral problems (absenteeism, turnover, accidents etc,).
Work related stress is on the rise and identifying the causes of this stress and discovering
strategies for interventions are a challenge. There are many interventions used in managing stress
in organizations but the interventions, which are commonly used, include the primary; secondary
and tertiary. Primary interventions emphasize on identifying the possible causes of stress and
their subsequent risks to employees. This is done by taking pre-emptive action to reduce stress
hazard or limiting the employee's exposure to stress. Basically primary interventions include
redesigning jobs to modify work place stressors, increasing workers decision-making authority
���
�
or providing co-worker support groups. Secondary interventions are designed to provide training
to the employee. These interventions include seminar programs to help participants recognize
and deal with stress and identify organization stressors. They also serve a dual purpose of
identifying the current stress factors and help 'inoculate' members from future stress. Secondary
interventions are aimed at reducing the severity of stress, treating symptoms before they lead to
serious health problems in an individual and the organization at large. Tertiary interventions are
interventions, which take care of individuals who are already suffering from the effects of stress.
These interventions include counseling and employee assistance programs, consulting a stress
manager or mental health professionals to assist employees to cope with stress.
In general, most firms today are trying to reduce stress through work-family initiatives. A
number of individual and organizational strategies have been developed to cope with this stress
included problems. Physical exercises, yoga and meditation, listening to music, healthy diet,
rest and recreation are some of the potentially useful coping strategies that can help employees
to combat existing stress. Employee assistance programs (EAPs) have also become a very
valuable organizational response to help employees cope with stress. EAPS typically provide
employees with services such as confidential counseling, follow –up on issue of personal or
work related concerns. They also provide family workshops and consultations, stress
management workshops, relaxation seminars and other kinds of support. The social activities
also relieve to certain extent the stress. The transportation facilities provided by the organization
are useful to cope with stress. Occupational stress if not managed properly may lead to increase
in absentee rates, internal conflicts and low employee morale. Occupational stress is ubiquitous
and increasingly costly. There are certain sources of stress in organizations that cannot be
changed like pressure from competition, recessionary effects, unforeseen crisis etc. However, an
effective stress management policy, stress reduction workshops, a good social climate in the
organization, caring leadership, and a health maintenance program can go a long way in
providing a healthy workplace.
����
�
5.5 SCOPE FOR FUTURE RESEARCH
Since the study is exploratory in nature, it is expected that this will pave the way for further
research in the area.
1. The study has mainly concentrated on factors of demography, personal, role, personality
and coping strategies experienced by various levels of BPO call centre employees. There
is a need to examine other stressors in greater detail.
2. Psychologists and other researchers, committed in facilitating employees’ career and
overall development, should evolve strategies in evolving new models of sustenance
against work place stress.
3. A further comprehensive study of the coping strategies used by BPO call centre
employees would help them in identifying constructive solutions to deal with the
problem.
4. Further researches may be helpful to study the effect of high stress due to factors other
than the present study correlated with work place in employees.
5. There is strong need for additional research on interventions to reduce work stress and ill
health among BPO call centre employees.
Since the stress afflictions are becoming more rampant in the working population, it is time
now to focus attention to the area of utilizing stress in a positive way leading to a healthy life.
We have to take a holistic health perspective which will take care of physiological, psycho-
emotional and also spiritual dimensions.
�
BIBLIOGRAPHY
Abrahams B, Feldman S.S., and Nash C.S., "Sex Role, Self-Concept and Sex Role Attitudes:
Enduring Personality Characteristics or Adaptations to Changing Life Situations"
Developmental Psychology, 14, 399-400, 1978.
ACA (1998) Call centre Hang-Ups: The Call Centre Agent Report – The Impact on Profit and
Productivity July.
Achal Dhruva (2003) 'Outsourcing-Cheaper, Faster or Hassle-Free', Healthcare, Management,
October l-15, pp- 10
Achla Pareek (Research Scholar) and Manju Mehta, (Associate Professor), Department of
Psychology, University of Rajasthan, Jaipur, 1982.
ACS (1998) Call Centre Hang-ups: The Call Centre Agent Report-The Impact of profit and
Productivity, July"
Aditya S.M., and Sen A.K., "Executives under Stress, A Comparison between Men and
Women", Journal of Indian Academy of Applied Psychology, 1993.
Akhtat S., and Vadra P., “Comparative Study of Extra - Organizational Stress among Women
Teachers and Nursing Staff ". Paper Presented at the 27th Annual Conference of IAAP,
Aligarh Muslim University, Aligarh, 1990.
Alam Srinivas and Arindam Mukharjee (2003), ‘Outsourcing Global Hub Cover Story’ - Other
side of Midnight', Outlook, November, pp-50-52.
Almquist E.M., & Angrist S.S., "Career Salience and Typicality of Occupational Choice
among college women", Journal of Marriage and Family, 32, 242-249, 1970.
Anderson C.R., "Coping Behaviors as Intervening Mechanisms in the Inverted U Stress -
Performance Relationship", Journal of Applied Psychology, 61 (1), 30-34, 1976.
Anderson, T. D., Ford, R. & Hamilton, M. 1998. Transforming Leadership: equipping
yourself and coaching others to build leadership organization. 6th edition. London: StLucie
Press.
Andrew Duvrin, (1981). “Your Money or Your Life: Changing Job Quality in OECD
Countries,” IZA Discussion Papers 1610, Institute for the Study of Labor (IZA).
Anton, j (2000) The past, present and future of customer access centres, International Journal
of Service Industry Management, Vol: 11 No 2,pp 120-130"
Archer R.P., and Stein O.K., "Locus of Control and Anxiety and Trait Anxiety", Unpublished
Manuscript, 1975.
Arindam Mukharjee (2003), 'Outsourcing Global Hub Cover Story-Sun-up Dials', outlook,
November, pp-40-48.
Asakura T., Yamazaki Y., Department of Health and Sports Science, Tokya Gakugei
University, "Working Women and Mental Health", Volume 32, No. 04, (TMIL), 1992.
Ashish Chand (2002), 'Business Process Outsourcing in India - Gaining momentum',
Charted Financial Analyst, August, pp-14-16.
Barell J., "Critical Issue: Working toWard Student Self-direction and Personal Efficacy as
Educational Goals", Oak Brook, DL: North Central Regional Educational Laboratory,
1995.
Bass, B. M. & Avolio, B.J. 1998. ‘Improving Organizational Effectiveness through
Transformational Leadership’ in Leading Organizations: Perspectives of a New Era, edited by
G. Hickman. London: Sage Publications Limited: 135-139.
Becher, EC and Chasin, MR (2001), 'Improving the Quality of Healthcare: Who will Lead?',
Health Affairs, Institute of Medicine, The National Academy of Sciences, Vol.20, No.5, pp-
164-179.
Cary L. Cooper and Judi Marshall, “Occupational Sources of Stress” - Journal of Occupational
Psychology, March 1976, pp. 11-28.
Beehr, T and McGrath, (1992), “Social Support, Occupational Stress and Anxiety”, Anxiety,
Stress and Coping, Vol. 5, pp. 7-20.
Beena C, and Poduval P.R., Cochin University of Science and Technology. "Gender
Differences in Work Stress of Executives"- Psychological Studies, Volume 37, No. 2&3, 1992.
Benedict Carey, “Don’t Face Stress Alone,” Health, April, 1997, pp.74-76, 78.
Benton, D. A. 1995. Applied Human Relations: An Organizational Approach. 6th edition,
New Jersey: Prentice Hall.
Bereavement and Depression”, American Journal of Psychiatry, Vol. 144, pp. 1123-34.
Bhaskar S., "Investigation into Relation between Job Stress and Personality Factors among
Police Officers and Constables", Ph.D. Thesis, University of Delhi, Delhi, 1986.
Bhatnagar D., and Bose K., "Organizational Role Stress and Branch Managers". Prajana:
Journal of Social and Management Sciences, XTV (4), Oct-Dec, 349-60, 1985.
Bittner, MJ (1990) Evaluating service encounters: the effects of physical surroundings and
employee responses, journal of Marketing, Vol 54 April, pp 64-82"
Blake, R. R. & McCanse, A. A. 1991. Leadership Dilememas-Grid Solutions. Houston: Gulf
Publishing Company.
Bless, C. & Higson-Smith, C. 2000. Fundamentals of Social Research Methods: An African
Perspective. 3rd edition. Cape Town: Juta Education Ltd.
Blum M.L., and Naylor J.C., Industrial Psychology, New York, Harper and Row, 1968.
Brady, G.F. (1989) Management by involvement - New York: Insight Books.
Brain Heywood, The Outsourcing Dilemma, (The Search for competitiveness), Pearson PT R.
Brenden Read, 'Designing the Best Call Center for Your Business: A Complete Guide for
Location, Services, Staffing and Outsourcing', CMP Books.
Brian O’Reilly, “Is Your Company Asking Too Much?” Fortune, March 12, 1990, p. 39.
Brooke, Paul P., and James L. Price, (1989) ‘The Determinants of Employee Absenteeism’: An
Empirical Test of a Causal Model. Journal of Occupational Psychology 62(1): 1-19.
Brubaker, D.L., Simon, L.H. & Tysinger, N.K. (1993) ‘Principal leadership styles’: The power
of the “Halo Effect.” NASSP Bulletin 5-30-36.
BS (2002b), “Indian IT Firms See Value up the Chain”, Business Standard, 29 October, p 2.
Burgers, A, De Ruter, K, Keen C & Streukens, S (2000) Customer expectation dimensions of
voice-to-voice service encounters A scale development study International Journal of service
Industry Management, 11(2), 112-113"
Capel, S. 2000. Re-reflecting on Priorities for Physical Education: Now and in the Twenty-first
Century, in Issues in Physical Education. London: Routledge Falmer: 209-220.
Carlson, C. R. and Hoyle, R. H. (1993), Efficacy of Abbreviated Progressive Muscle Relaxaton
Training; A Quantitative Review of Behavioral Medicine Research, Journal of Consulting and
Clinical Psychology, 61(6): 1059-1067.
Carsten, Jeanne M., and Paul E. Spector (1987) Unemployment, job Satisfaction, and
Employment Turnover: A Meta-Analytic Test of the Muchinsky Model. Journal of Applied
Psychology 72(2): 374-81.
Cassidy, M.L. & Warren, B.O. (1991) ‘Status consistency and work satisfaction among
professional and managerial men and women’- Gender and Society, 5(2), 193-206.
Chaarles L Gay and Nicholas Brealey, 'Outsourcing Solutions’ (The insider's Guide to
Managing Strategic Outsourcing) James Essinger Publishing.
Chang, K. and Lu, L. (2007), Characteristics of Organizational Culture Stressors and
Wellbeing, Journal of Managerial Psychology, 22(6): 549-568.
Charos improve telephone agents listening skills Telebusiness partners call craft Retrieved
October, 2002, from http://www Iew3technionacil/serving/references/ccbibps"
Chris Ann Fi Chardo, 'Indian BPO Files High Despite Backlash', Express
Computer, September 15, 2003, pp- 9.
Christopher Aronson (2004), 'Chennai BPO office Tiger forms JV with Hildebrandt', The
Economic Times, June 12.
Chusmir L.H., and Koberg C.S., "Perceived Competency and Sex Role Conflict, an Empirical
Study", Journal of Applied Psychology, 123, 531-540, 1989.
Clarke, K.E. (1992). Impact of leadership - Greensboro, NC: Center for Creative Leadership.
Cleveland, B and Mayben, J (1997) Call Centre Management on Fast Forward, Call Centre
Press, Annapolis, M D"
Cohen, S & Cohen, P. (1975) applied multiple regression/correlation analysis for the
behavioral sciences. Hilisdale, NJ: Lawrence Eribaum Associates, Publishers.
Cohen, S and Williamson, G (1991), “Stress and infectious Discase in Humans” -
Psychological Bulletin, Vol. 109, pp.5-24.
Coleman, JC (1976), Abnormal Psychology and Modern Life (Indian reprint), Teraporewalla,
Bombay.
Columbus, OH 'Comparing India with other BPO Destinations' www.xicom.biz. Mfc. "Contact
Centre Retention Strategies Revealed', www.h&vs, com.av.
Cooper, C.L. and Marshal, J. 1976. “Occupational sources of stress. A review of the literature
relating to coronary heart disease and mental health”, Journal of Occupational Psychology,
Vol. 49. Pp.11-28.
Cooper, D.J. 2003 Leadership for Follower Commitment. Oxford: Butterworth-Heinemann.
Coopersmith S., “A Method for Determining Self-Esteem. Journal of Abnormal and Social
Psychology, 1959.
Coover G., Ursin H., and Levine S., "Corticosterone and Avoidance in Rats with Basolateral
Amygdala Lesions", Journal of Comparative and Physiological Psychology, 85, 111-112,
1973.
Crandell V.C., Katkovsky W., and Crandell V. J., "Children's Beliefs in then-Own Control of
Reinforcement in Intellectual-Academic Achievement Situation", Child Development, 36, 91-
109, 1965.
Crowne D.P., and Liverant S., "Conformity Under Varying Conditions of Personal
Committee", Journal of Abnormal and Social Psychology, 66, 547-555,1963.
Davidson, M and Cooper, C (1994), Shattering the Glass Ceiling, Paul Chapman, London,
Davidson, M. C. G. (2000). Organizational climate and its influence upon performance: A
study of Australian hotels in south east Queensland (Doctoral dissertation, Griffith University,
2000).
Davis, R. V., & Lofquist, L. H. (1984). A psychological theory of work adjustment: an
individual-differences model and its applications. Minneapolis, MN: University of Minnesota
Press.
DawsonK (1997) The role of the call centre Retrived October 2001, from http://
wwwrealmarketcom"
Deardoff P.A., Finch A.J., Kendall P.C., and Starz, A.M., "Empathy, Locus of Control and
Anxiety in College Students", Psychological Reports, 40, 1236-1238, 1977.
Debra L. Nelson and Ronald J. Burke, “Women Executives: Health, Stress, and Success,
“Academy of Management Executive, Vol. 14, No. 2, 2000, pp. 107-121.
Diana Farrell (2006), 'Smarter Offshoring', Harvard Business Review, June, pp-85-92.
Dille B., & Mezack M., "Identifying Predictors of High Risk Among Community College
Telecourse Students", The American Journal of Distance Education, 5(1), 24-35, 1991.
Dinesh C Sharma, 'India call centers face employ exodus', www.news.com, August 27, 2003.
Donald, D., Lazarus, S. & Lolwana, P. 2004. Educational Psychology in Social Context. 2nd
edition. South Africa: Oxford University Press.
Downing, D. & Clark, 3. (1989). Statistics the easy way_(2nd ed.). New York: Barrons
Educational Series.
Dr. Nandan Kumar Sinha (2007), 'Aerospace Engineering Outsourcing-Opprtunities for IT
Compsnies', Charted Financial Analyst, April, pp-20-21
Dr. V.V.L.N.Sastry (2004), 'Clinical Research Outsourcing - An $8 bn Opportunity', Charted
Financial Analyst, February, pp- 77-80.
Dubrin, A. J. 1998. Leadership: Research, Findings, Practice and Skills. 2nd edition. Boston:
Houghton Mifflin Company.
Duggal Ravi(2004), 'Operationalising Right to Healthcare in India', The ICFAI Journal of
Healthcare Law, Vol.2, No.3, August, pp-13.
Edvinsson, L and Malone, MS (1997), Intellectual capital: the proven way to Establish Your
Company’s Real Value By Measuring Its Hidden Values, Piatkus, London"
Ellen Van Velsor and Jean Brittain Leslie,” Why Executives Derail: Perspectives across Time
and Cultures”,1995.
Employee burnout: Causes and Cures, Parti I: Employee stress levels, Northwestern National
Life Insurance, Minneapolis, 1992, as reported in work in America, Vol.17, No.6, June 1992
'Employee-Retention', www.nucomm.net.
Emsley, David 2003. “Multiple goals and managers’ job-related tension and performance”,
Journal of Managerial Psychology, Vol. 18 NO.4, pp. 345-356.
Engel G.L., "Sudden and Real Death during Psychological Stress." Annals of Internal
Medicine, 74 (5), 771, 1971.
England: The Impact of Job Satisfaction on Intentions to Quit,” CEPR Discussion Papers 2806,
C.E.P.R. Discussion Papers.
Farrell, Dan, and Carol L. Stamm. (1988). Meta-Analysis of the Correlates of Employee
Absence. Human Relations 41(3):211-27.
Fazio R.F., Effrein E.A., and Falender V.J., "Self-Perception Following Social Interactions",
Journal of Personality and Social Psychology, Vol. 41, (2), 232-242, 1981.
Fernandes C, and Murthy V., " A Study of Job Related Stress and Burnout - in Middle and
Secondary School Teachers", (Unpublished Paper), Banglore University, Banglore,
1989.
Fiedler, F. E. 1967. A Theory of Leadership Effectiveness. New York: McGraw-Hill
Figures cited in Reasearch on work-related stress, European agency for Safety and Health at
work,2000.
Fleishman, E., Harris, E., & Burtt, H. (1955). Leadership and supervision in industry.
Columbus, OH: Ohio State University Press.
Forhand G.A and Gilmer.B.Environmental variation in studies of organizational Behavior.
Psychological Bulletin. 1964, 361-381
Forsyth, D R (1990), Group Dyanamics, 2nd ed.m Brooks/Cole, Pacific Grove, CA.
Francis Cherunilium (1998), 'Global Outsourcing and Production Sharing', International
Business , Wheeler Publishing House, pp- 14-17
Francisco, B. 200. Descriptive Statistics, in Integrating Quantitative and Qualitative Methods
in Research, edited by G. R. Taylor. Lanham: University Press of America: 104-128
Frese, M(1985), “Stress at Work and Psychosomatic Complaints: A Causal interpretation:,
Journal of Applied Psychology, Vol. 70, pp. 214-38.
Friedman, M. & Rosenman, R. H. (1974). Type A behavior and your heart._New York:
Ballantine Books.
Galpin, T. J. (1996). The human side of change. San Francisco: Jossey-Bass.
Ganesh K, 'The Indian Quality Advantage', www.infotech.indiatimes.com, June 6, 2003.
GAO (2001), Human Capital Practices that Empowered and Involved Employee (September
2001).
'Gartener Predicts End to IP5 Backlash by End-2004, Express Computer, Jul 28, 2003, pp-6.
Gary L. Wirt, “The ABCs of EAPs,” HR Focus, November, 1998, p. S12.
Gary W. Evans and Dana Johnson, “Stress and Open-Office Noise”, New York, 2000.
Geijsel, F., Sleegers, P. & Berg, R. van den. 1999. Transformational Leadership and the
Implementation of Large-scale Innovation Programs. Journal of Educational Administration,
37(4): 309-328
George, J. M. 2003. Affect Regualtion in Groups and Teams, in Emotions in Workplace:
Understanding the Structure and Role of Emotions in Organisational Behavior, edited by R. G.
Lord, R. J. Klimoski & R. Kanfer. San Francisco: Jossey-Bass: 183-217
GettingAnEdgeOnInnovation”,http://wwwbusinessweekcom/magazine/content/05_12/b392512
6_mz029htm"
Glaser, E. M. (1976). Productivity gains through worklife imporvement. New York: Harcourt
Brace Jovanovich.
Goetze and Kalyani Forze (2004), *AB Electrnolux in deal to outsource components', The
Economic Times, May 10.
Gore P.S., and Rotter J.B., "A Personality Correlate of Social Action", Journal of Personality,
31, 58-64, 1963.
Gorwaney N., "Self-Image and Social Changes: A Study of Female Students"', New Delhi:
Sterling, 1977.
Greenglass E.R., and Devins R., "Factors Related to Marriage and Career Plans in Unmarried
Women." Sex- Roles, 57- 72,1982.
Gross E., "Plus ca Change —? The Several Structure of Occupation Overtime", Social
Problems, Volume 16,198-208,1968.
Gross N.W., and McEachern., "Studies in the School Superintendency Role", New York,
Wiley, 1958.
Gupta A., "Stress Among Working Women: Its Effect on Marital Adjustment", Paper
Presented at the UGC Seminar on Stress in Contemporary Life Strategies of Coping, Delhi,
February 1982.
Gupta G.R., and Murthy V.N., "Role Conflict and Coping Strategies - A Study on Indian
Women", (Unpublished Paper), Banglore University, Banglore, 1984.
Hackman, J. & Suttle, J. (1977). Improving life at work. Santa Monica, CA: Goodyear
Publishing Co.
Hans Selye, Stress without Distress, Lippincott, Philadelphia, 1974 and James C. Quick and
Jonathan D. Quick, Organizational Stress and Preventative Management, McGraw-Hill, New
York, 1984, pp. 8-9. Debra L. Nelson and
Hanson, E. M. (1985). Educational administration and organizational behavior. Boston: Allyn
and Bacon, Inc.
Hargreaves, A. & Fink, D. 2003. Sustaining Leadership. Phi Delta Kappan, 84(9):693-700
Hariharan (1972). Controlling for causality in the Link from Income to Mortality Journal of
Risk Uncertainty 85
Harris G., Inside America, New York: Vintage Books. Atwater, E., Psychology for Living,
Adjustment and Behavior Today, pg.99, Prentice Hall, New Delhi, 1987.
Harris, J. & Brannick, J. 1999. Finding and Keeping Great Employees. New York: Amacom.
Harsh Bhargava and Deepak Kumar (2006), BPO:A BUSINESS Necessity',BPO:An
EmergingParadigm,ICFAI University Book, pp-3- 17
Hartline, M D and Ferrell, O C (1996) the management of customer – contact service
employees : and Empirical investigation, Journal of marketing, Vol 60, pp52-70"
Hemlatha P., and Suryanarayana M., "Married Working Women: A Study on Their Role
Interactions", The Indian Journal of Social Work, DC (2), 153-156, 1983.
Hersen, M (1972), “Nightnare Behaviour: A Review”, Psychological Bulleting, Vol. 78 No. 1,
pp, 37-78.
Hersey, P. & Blanchard, K. (1988). Management of organizational behavior: Utilizing human
resources. Englewood Cliffs, NJ: Prentice Hall.
Hersey, P., Blanchard, K., & Johnson, D. (1996), Management of organizational behavior:
Utilizing human resources. Upper Saddle river, NJ: Prentice Hall.
Higginns, N. C. (1986), Occupational Stress and Working Women: The Effectiveness of Two
Stress Reduction Programs, Journal of Vocational Behavior, 29(2): 66-78.
Hill, J. 1997. Managing Performance: Goals, Feedback, Coaching, Recognition. England:
Gower Publishing Limited.
Hinger A., and Chaudhary A., "Job Satisfaction and Role Stress of Bank Officers: A Case
Study", Prabandh, April 1992.
Huitt W., The SCANS Report Revisited., Paper Delivered at the Fifth Annual Gulf South
Business and Vocational Education Conference, Valdosta State University, Valdosta, GA,
April 18,1997.
Jacobs K.W., "16 PF Correlates of Locus of Control." Psychological Reports, 38, 1170, and
1976.
James and Jones A.P., Organizational climate – A review of theory and research, Psychological
Bulletin, 1974, 1096-1112.
James Campbell Quick, Joanne H. Gavin, Cary L. Cooper and Jonathan D. Quick, “Executive
Health: Building Strength, Managing Risks,
James Campbell Quick, Organizational Behavior, 3rd ed., South-Western, Cincinnati, Ohio,
2000, Chapter 7.
James, L.R. and Jones, A.P. 1974. “Organizational Climate: A review of structural dimensions
and their conceptual relationship with individual attitudes and behavior”, Organization
Behavior and Human Performance, Vol.16, pp.74-113.
Janardhan Rao N. (2001), 'Outsourcing A Success formula', Charted Financial
Analyst, October, pp-19-24.
Janardhan. N., and Feroz Zaheer (2006), Knowledge Process Outsourcing-Gaining
Momentum', Charted Financial Analyst, April, pp-15-23.
Janet G Butler, 'Winning The Outsourcing Game'(Making the Best Deals and Making Them
Work), CRC Press.
Jaswant C.V., and Naveen Kumar., " Job Stress and Job Involvement Among Bank
Employees", Indian Journal of Applied Psychology, Vol.34, 33-38, 1997.
Jayashanker and Shelly Singh (2003), 'Long way to the Top', Business World, June
l6, 2003, pp- 42.
Jim McKay, ‘AII day, all night, the phone calls come in', www.post-gazette.com
March 23, 2004.
Joe V.C., "Review of the Internal-External Control Constructs a Personality Variable",
Psychological Reports, 28, 619-640, 1971.
Johannesson, R.E., Job Satisfaction and Perceptually measured Organizational climate:
Redundancy and Confusion, in M.W. Frey(ed), New developments in Management and
Organization theory, Proceedings of the Eight Annual Conference, 1971. Pp27-37
John Anton, David Gustin Stijn Spit, 'Offshore Ready, (Strategies to Plan and Profit from
Offshore IT-Enabled Services)', ISANI Press.
John K Halvey and Barbara Murphy, 'Business Process Oursourcing',(Process, Strategies and
Contracts), John Wiley & Sons.
John M. Ivancevich, Michael T. Matteson, Sara M. Freedman and James S. Philips, “Worksite
Stress Management Interventions,” American Psychologist, February 1990, pp. 252-261; John
C. Erfurt, Andrea Foote and Max A. Heirich,
John Schaubroeck, Daniel C. Ganster and Work-Related Stress,” Journal of Applied
Psychology, Vol. 77. No. 3, 1992, pp. 322-335;
Joseph F. Hair, JR., Rolph E. Anderson., Ronald L. Tatham., and William C. Black., (2003),
'Multivariate Analysis' Pearson Education-Fifth Edition June 1993, pp. 402-412.
John Schaubroeck, Daniel C. Ganster and Work-Related Stress,” Journal of Applied
Psychology, Vol. 77. No. 3, 1992, pp. 322-335.
Kahn, RL, Wolfe, D, Quinn, R, Snoek, J and Rosenthal, R (1964), Organisational Stress,
Studies in the Role Conflict and Role Ambiguity, John Wiley, New York, NY.
Kala Kumari T. (2004), 'Business Process Outsourcing in India', Business Process
Outsourcing-Concept, Current Trends, Management, Future Chalienges, Deep & Deep
Publications Ltd,, pp-69-72.
Kaplan, R S and Norton, D P (1992), “The Balanced Scorecard – Measures That Drive
Performance, Harvard Business Review, Vol70, No1, pp 71-79"
Kapur, R (1969), “Role Conflict Among Employed Housewives”, Indian Journal of Industrial
Relations, Vol.5 No.1, pp. 39-67.
Kathryn S. W. (1996), Exploring the Causes of Principal Burnout, Journal of Educational
Administration, 34(1): 60-71.
Kedarnath, "Organizational Climate, Role Stress and Locus of Control in Job Involvement
Among Bank Personnel", Ph.D. Thesis, Banaras Hindu University, Varanasi, 1988.
Kennan, A and Newton, TJ(1985), “stressful Events, Stressors and Psychological strains in
young professional Engineers”, Journal of Occupational Behaviour, Vol.6.pp.151-6.
Kern, J. P., Riley J. R. & Jones, L. N. (1987). Human Resources Management New York:
Marcel Dekker, Inc.
Khanna S., "Life Stress, Anxiety and Depression in Working Women of India", A Study of
Moderators. Ph.D. Thesis, H.P. University, Simla. 1986.
Kiess, H. O. 2002. Statistical Concepts for the Behavioral Sciences. 3rd edition. Boston: Allyn
and Bacon.
Kim Vey, "Special Report: Call Center: Retention - Motivation, Reward and Recognition,
www.callcenters.com.
Kotter, J. P. & Heskett, J. L. (1992). Corporate culture and performance. New York: The Free
Press
Kouzes, J. M. & Posner, B. Z. (1987). The leadership challenge: How to get extraordinary
things done in an organization. San Francisco: Jossey-Bass
Krampen G., and Nipal., "Zur subjektiven Handungsfreiheit von Alkoholikern." Zeitschrift
fur KlinishePsychologie, 7, 295-303, and 1978.
Krishan Dhavan, Prakash Gurbaxani, Atul Vashista, Kishore Mircandani (2003), 'BPO
Advantage India', Charted Financial Analyst, January, pp-19-23.
Krishnaveni M. (2004), 'Business Processing Outsourcing- Significance', Business
Process Outsourcing-Concept, Current Trends, Management, Future Challenges, Deep &
Deep Publication .Ltd., pp-15-20.
Kristof, A. L. (1996). Person-organization fit: An integrative view of its conceptualizations,
measurement, and implications. Personnel Psychology, 49, 1-49.
Laur P.J., and Palsane M.D., "Research on Stress and Coping: Contemporary Asian
Approaches", Asian Perspective on Psychology (265-360), Sage India Publications, Delhi,
1997.
Laura M. Litvan, “Preventive Medicine,” Nation’s Business, September 1995, pp. 32-36.
Laurel R. Goulet, “Modeling Aggression in the Workplace: The Role of Role Models,”
Academy of Management Executive, Vol. 11, No.2, 1997, pp, 84-85.
Levenson H., and Mahler I., "Attitudes Toward Others and Components of Internal-External
Locus of Control", Psychological Reports, 36, 209-210,1975.
Levin, D. I. (1995). Reinventing the workplace. Washington D. C.: The Brookings institution.
Levy, S. G. (1989). Organizational climate and job satisfaction as reported by Pennsylvania
community college middle – level administrators. (Doctoral dissertation, Lehigh University,
1989). Dissertation Abstracts International, 50, A1509
Litwin, G. H. & Stringer, R. A. 1968, Motivation and Organisational Climate. Boston: Harvard
University Press.
Liverant S., and Scodel A., "Internal and External Control as Determinants of Decision Making
Under Conditions of Risk", Psychological Reports, 7, 59-67, 1960.
Llkert, R (1987), The Human Organization. New Delhi : McGraw-Hill.
Long J., and Porter K.L., "Multiple Roles of Middle Women: A Case for New Directions in
Theory, Research and Policy", in G.Baurch and J.Brobs - Gunn (Eds.), Between Youth and Old
Age: Women in Middle Years, New York: Plenum, 109-160,1984.
M. Litvan, “Preventive Medicine,” Nation’s Business, September 1995, pp. 32-36.
Mahler I., "A Comparative Study of Locus of Control" Peychigia, 17, 135-139, 1974.
Mandler G., and Watson D.L., "Anxiety and the Interruption of Behavior", in CD. Spielberger
(Ed.) 'Anxiety and behavior', New York: Academic Press, 1966.
Margaret L. Frank, “What’s So Stressful About Job Relocation?” Academy of Management
Executive, Vol. 14, No. 2, 2000, pp. 122-123, and Josh Martin, “New Moves,” Management
Review, March 2000, pp. 35-38
Mark J. Martinko and William L. Gardner, “Learned Helplessness: An Alternative Explanation
for Performance Deficits,” Academy of Management
Marshall S.J., and Wijting J.P., "Relations of Achievement, Motivation and Sex Role Identify
to College Women's Career Orientations", Journal of Vocational Behavior, 16,299-311,1980.
Mathew J.E., and Zajac , D. (1990) A review and meta-analysis of the antecedents, correlates,
and conwequencies of organizational commitment, Psychological Bullletin, 108,P.171-194.
Mathur M., "Attitude Towards Women's Roles- A Study of Gender Differences, Age and
Professional Status", Journal of Psycho - Cultural Dimensions, 12(2), 125-127, 1996.
Mathur, S (1997), “Corrolates of Role Stress in Working Women”, in Pestonjee, D M and
Pareek, U (Eds), Studies in Organisational Role Stress and Coping, Rawat Publications,
Jaipur,pp.182-90.
McCarty, W. P., Zharo, J. S. and Garland, B.E. (2007), Occupational Stress and Burnout
Between Male and Female Police Officers: Are There Any Gender Differences, International
Journal of Police Strategies & Management, 30(4):672-691
Michelle M. Weil and Larry D. Rosen, “Don’t Let Technology Enslave You,” Workforce,
February 1999, pp. 56-59.
Mirvis, P.H. & Kanter, D. L. (1989). Combating Cynicism in the workplace. National
Productivity Review. 8, 379.
Mishra, P K, Mehta, S and Bhardwaj, G (1997), “Motivation and Role Stress in
Enterpreneurs”, in Pestonjee, D M and Pareek, U (Eds), Studies in Organisational Role Stress
and coping, Rawat Publicaitons, jaipur, pp. 191-200
Misra K.N., "A Biographical Interpretation of Burnout in Relation to Stress in Teaching
Profession", Indian Journal of Applied Psychology, Vol.29, No.2, 94-99,1992.
Mittal U., "Coping Styles as Related to Role Stress, Locus of Control, Type A Personality
(Unpublished Ph.D. Thesis), University of Rajasthan, Jaipur, 1993.
Mobley, W. H. (1977). Intermediate linkages in the relationship between job satisfaction nd
employee turnover. Journal of Applied Psychology. 62, 237-240.
Mohan, V. and Chauhan 1999. “A comparative study of organizational Role stress amongst
managers of government, public and private sectors”, Journal of Indian Academy of Applied
Psychology, Vol. 25. No. 1-2, pp. 45-50
Mozzarella, 3. & Smoth, S. C. (1989). Leadership styles_(Clearinghouse No. EA020966).
Eugene, OR: ERIC Clearinghouse on Educational Management. (ERIC Document
Reproduction Service No. ED 309 506).
Nansel, T. T., Overpeck, M., Pilla, R. S., Ruan, W. J., Simons-Morton, B. & Scheidt, P.2001.
Bullying behaviors among US youth-Prevalence and association with psychosocial adjustment.
Journal of the American Medical Association, 285: 2094-2100
Nice & Steele (1988) Influence of cumulation strategies on the long-range prediction of
absenteeism. Academy of Management Journal, 38, 1616-1634.
O'Leary V.E., and Braun J.S, "Antecedents and Correlates of Academic Careerism in
Women", Proceedings of the 80th Annual Convention of the American Psychological
Association, 7, 277-278, 1972
Oppenheimer V.K., "The Sex Labeling of Jobs", Industrial Relations, Volume 7, 219-234,
1968.
Orpen, C. 1991. “Occupational Stress and Personal Strain: A conceptual model”, Management
and labour studies. Vol. 16 No.1, pp. 11-21
Pace et al (1963). Trends in the Basic Course in Organizational Communication, Business
Communication Quarterly. 53: 43-49.
Pandey Jr Nimisha (2005), Business Process Outsourcing and India Context, A Retrospect and
prospect, Rai University – Business School (Date Posted – 15 March)"
Paradigms, in Integrating Quantitative and Qualitative Methods in Research, edited by G. R.
Taylor. Lanham: University Press of America: 170-182
Parasuraman, A, Ziethaml, V A and Berry, L L (1985) A Conceptual Model of Service quality
and its implication for future research, journal of Marketing, Vol 49, Fall, pp 41-50"
Pareek U., " Dimensions of Role Efficiency", " in J.W Pfeiffer and J.E Jones (Eds), The 1980
Annual Handbook for Group Facilitators. San Diego, California: University Associates, 143-
45, 1980b.
Pareek, U (1983b), Role Stress Scale: ORS Scale Booklet, Answer Sheet, and Manual, Navin
Publicaitons, Ahmedabad.
Pareek, U (1993)), Making Organisational Roles Effective, Tata Mc Graw Hill, New Delhi.
Pareek, U (1997), Training Instruments for Human Resource Development, Tata Mc Graw
Hill, New Delhi.
Pareek, U,(1983a), “Organisational Roles Stress”, in Goodstein,L D and J W Pfeiffer (Eds.),
The 1983 Annual, University Associates, San Diego, California,pp115-123.
Pareek,U,(2004), Understanding Organisational Behaviour, Oxford University Press, New
Delhi.
Parkes., "L-of-C, Cognitive Appraisal & Coping Stressful Episodes", Journal of Personality
and Social Psychology, 46, 655 - 668,1984.
Pattie, M. (2006), Making Difference in the Work Place, Journal of Equal Opportunities
International, 25(3): 219-223.
Pawlow, L. A. and Jones, G. E. (2002), The impact of Abbreviated Muscle Relaxation on
Salivary Control, Journal of Biological Psychology, 60(1): 1-16.
Payne R, Pugh D.S., Organizational Structure and climate in Dennettee
Peers, I. S. 1996. Statistical Analysis for Education and Psychology Researchers. London:
Falmer Press
Peter Y. Chen and Paul E. Spector, “Relationships of Work Stressors with Aggression,
Withdrawal, Theft and Substance Use: An Exploratory Study,” Journal of Occupational and
Organizational Psychology, September 1992, pp. 177-184.
Petty, M.M., McGee, G.W. and Cavender, J.W. 1984. A Meta-analysis of the relationships
between Individual Job Satisfaction and Individual Performance. Academy of Review, 9, pp.
712-721
Pfeffer, J (1994) Competitive Advantage Through Unleashing the power of the work force
Harvard Business School Press, Boston, MA"
Piaget J., "The Intellectual Development of the Adolescent", Incoplan & Lebovici,E(d)
Adolescence, psychological Perceptive, Basic Books, New York, 1969.
Pillai V.K., "A Diagnosis of Police Stress - The Case Study of Ahmedabad City Police", Paper
Presented at the XX All India Police Service Congress, 1987.
Pincus, J. D. (1986). Communication satisfaction, job satisfaction, and job performance.
Human Communication Research, 13(3), 395-413.
Praasuna D.G. (2003), 'BPO: Advantage India', Charted Financial Analyst, January, pp-19-26.
Pratik Dattani and David Poulter (2002), ‘India makes the call-Important',
www.warkickboar. co. uk, November 18,,
Pritchard, R. D., & Karasick, B. W. (1973). The effects of organizational climate on
managerial job performance and job satisfaction. Organizational Behavior and Human
Performance, 9, 110-119.
Raitano, R. E. and Kleiner, B. H. (2004), Stress Management Stressors and Prevention
Measures, Journal of Management News, 27(4/5): 32-38.
Rajendran, S, 1987. “Job satisfaction, job involvement and perceived Organizational Climate
among the assistants and lower managerial personnel of government organization”, Indian
Journal of Applied Psychology, Vol.24 No.2, pp.58-64.
Rajesh P. Sharma (2006), ‘Banking on Outsourcing’, Dalal Street, Dec. 26,05 - Jan.8, 06, pp-
90.
Ram Reddy (2002), 'Global Outsourcing - Opportunities for Indian companies',
Charted Financial Analyst, December, pp-93-94.
Rao G.V and D.M. Banerjee (2006), 'Outsourcing Market: Contract Research to Bring
Business Transformation', BPO: -An Emerging Paradigm,: ICFAI University Book, pp-140-
150.
Rao G.R.S. 1970,’Socio-personal Correlates of Job Satisfaction, Indian Journal of Applied
Psychology, Vol.7 (2).
Rao T.V., "Development of an Entrepreneur: A Behavioristic Model". Technical Report No.
51, EM, Ahmedabad, 1975.
Ratna C.S.V. (2002), ' Sourcing - The latest growth Inver', Charted Financial Analyst,,
October, pp- 82-84.
Reddy, K.S. and Rajasekhar, K.S. 1990. “Job satisfaction, job involvement and work
involvement of permanent and temporary employees”, Indian Journal of Applied Psychology,
Vol. 28 No.1, pp. 5-10
Rosenberg M., "Society and the Adolescent Self - Image", New Jersey: Princeton University
Press, 1965.
Ross Alice S., "Equality Between the Sexes, An Immodest Proposal", Dae dalus, 93 (2), 69-77,
1964.
Rowley, I, Mostowfi, R and Less, R Contact Centres Strategies for success, Reuters, May
2002"
Sagar J.K., "Reducing Sales Managers Job Stress", and Journal of Business and Industrial
Marketing, Vol.6 ISS: 3, 5-14,1991.
Sangeeta Chabra (2006), 'Business Process Outsourcing - Finance & Accounting -An
Introduction', Charted Financial Analyst, August, pp- 605-609.
Sayles, R. & Strauss, G, (1960). Human behavior in organizations. Englewood Cliffs, NJ:
Prentice-Hall, Inc.
Schein, E. H. (1992). Organizational Culture an Leadership_(2nd ed.). San Francisco, CA:
Jossey-Bass, Inc.
Schwab, D. P. and Cummings, L.L. 1970. “Theories of Performance and Satisfaction: A
Review”, Industrial Relations, 9, pp. 408-490
Sekaran U., "The Path to Mental Health: An Exploratory Study of Husbands and Wives in
Dual career Families", Journal of Occupational Psychology, 58, 129-137,1985.
Seligman M.E.P., "Helplessness on Depression Development, and Death
Sanfrancisco: Freeman Selye H., [1976] "The Stress of Life', Me GrawHill, New York, 1975.
Sell, K. G. & Shipley, P. (1979). Satisfactions in work design: Ergonomics and other
approaches. London: Taylor and Francis LTD.
Sells S.B., "On the Nature of Stress", in J.E. McGrath (Ed.) "Social and Psychological Factors
in Stress", New York: Holt, Rinehart and Wiinston, 1970.
Selye (1936, 1956) stress as a dynamic condition in which an individual is confronted with an
opportunity, constraint, or demand.
Sen P.C., " A Study of Personal and Organizational Correlates of Role Stress and Coping
Strategies in Some Public Sector Banks", Ph.D. Thesis, Gujurat University,
Ahmedabad, 1981.
Shadish W.R., Arrick M.C., and Hickman D., "Psychological Adjustment of the Spinal Cord
Injury Patient", Paper Presented at the Meeting of the American Society of Criminology,
Dalles, November 1979.
Shaikh Ahmed Hussain and N.V. Sri RangaPrasad (2004), 'Business Process Outsourcing
some implementation issues', The Management Accountant-The ICWAI, January, Vol.39, No.
1, pp-12-14.
Shajwal B.R, and Palsane M.N., "L -C a Personality Correlates in Life Event Stress",
Psychological Studies, 31,177-181, 1977.
Shenoy J.P., "Stressful of Daily Role, Personality and Mental Health of Women", M.Phil
Dissertation, Banglore University, Banglore. 1987.
Shields, Michael & Ward, Melanie, (2001). “Improving Nurse Retention in the National Health
Service in
Solomon, E. 1986. “Private and public Managers: An empirical investigation of job
characteristics and organization climate.” Journal of Applied Psychology, 71:247-259
Soumya. V, (2001), ‘Outsourcing: Saves bother at a price’, Healthcare Management,
October 16-31, pp- 19.
Sparrow, L B (1991) Managing the telephone enquiry bureau at British Gas West Midlands In
Littlechild, S C and Shutler, M F (Eds), Operations Research in Management, Prentice Hall
International, London"
Srivastav, AK, (2005c), “Building Organisational that Perform”, HR Convention – 2005,
Indian Society for Training & Development, Bangalore, April 28-29
Srivastava P.K., and Sinha M.M., "Perceived Role Stress as a Function of Ego Strength and
Job Involvement of Managerial Personnel", Psychological Studies, 28,8-12,1983.
Srivastava S.K. and Pratap, S. 1984. “Perception of job satisfaction and organizational
climate”, Perspectives of Psychological Research, Vol.7, pp. 41-43.
Steers, R. M. & Porter, L. W. (Eds.). 1975. Motivation and work behavior (3rd ed). New York:
McGraw-Hill.
Steers, R. M., & Spencer, D. G. (1977). The role of achievement motivation in job design.
Journal of Applied Psychology, 62(4), 472-479.
Stemmle, J. (2000). Covey workshops in the Mizzou campus facilities’ workplace. Facilities
Managers, 16, (1), 21-24.
Stogdill, R. (1965). Managers, employees, organizations. Columbus, OH: The Ohio State
University Press
Strange, R E and Brown, D (1970), “Home from the war: A study of Psychiatric Problems in
vietnam Returnes”, American Journal of Psychiatry, Vol. 127 No.4, pp. 488-92.
Stress Management Training,” Journal of Occupational and Organizational Psychology, June
1993, pp. 99-113; and Richard S. Lazarus, “Toward Better Research on Stress and Coping,”
American Psychologist, June 2000, pp. 665-673.
Surti K., and Sarupria, "Psychological Factors Affecting Women Entrepreneurs: Some
Findings", 'Paper Presented at Second International Conference of Women Entrepreneurs, New
Delhi, 1981.
Tayles, M, Bramley, A and Farr, J (2002) Dealing with the Management of Intellectual capital
the potential role of strategic management accounting, Vol 15 No 2, pp 251-267"
Taylor, G. R. 2000. Introduction and Overview of the Research Process, in integrating
Quantitative Methods in Research, edited by G. R. Taylor. Lanham: University Press of
America: 1-11
Thompson and Strickland, Strategic Management, Tata-McGraw Hill, pp- 182-186 and 361-
75.
Thorndike. R. B. & Dinnel, D.L. 2001. Basic Statistics for the Behavioral Sciences. Ohio:
Prentice-Hall Inc.
Todd Balf, “Out of Juice? Recharge,” Work Smarter, Not Harder, Fast Company’s Roadmap to
Success, 2000, p. 24.
Tovas C, Schill T., & Ramaniah N., " Sex Differences Internal-External Control &
Vulnerability to Life Stress. Psychological Reports, 119-508, 1982.
Tracy Health, Call Centre Growth on the Rise', www.summitcurcuit.com.
Tziner, A. (1987). Congruency issue retested using Fineman’s achievement climate notion.
Journal of Social Behavior and Personality, 2, 63-78
Uma, H., "Study of Some Variables Influencing Psychological Symptoms in Middle Aged
Women", M.Phil Dissertation, Bangalore University, Bangalore, 1981.
Ushasree S., and Jamuna D., "Role Conflict and Job Stress among Special and General School
Teachers", Paper Presented at the 27th Annual Conference of IAAP, Aligarh Muslim
University, Aligarh, 1990.
Valecha G.S., "Construct Validation of Internal-External Locus of Control of Reinforcement to
Work-Related Variables", Proceedings of the 80th Annual Convention of the American
Psychological Association, 1972.
Vansell, M., Brief A.P. and Schular, R.S. 1981. “Role conflict and role ambiguity: Integration
of the literature and directions for future research”, Human Relations, Vol. 34, pp. 43-71.
Venkatapathy R., ."Internal-External Locus of Control Among Entrepreneurs and Non
entrepreneurs", Managerial Psychology, Vol. 4, No.l and 2,1983.
Venkateswaran P.S. (2004), 'Current Trends in BPO', Business Process Outsourcing-
Concept, Current Trends, Management, Future Challenges, Deep & Deep Publications Ltd.,
pp- 100-105.
Venkatraman, S. and Valecha, G.K. 1983. “Comparative motivation pattern of Public and
Private sector managers in India”, Managerial Psychology, Vol. 2 No. 1, pp. 31-45.
Vermunt, R. and Steensma, H. (2005), How can Justice be Used to Manage Stress in
Organizations, in Greenberg, J. and Colquitt, J. A. (Eds.), Handbook of Organizational Justice,
pp. 383-410, Erlbaum, Mahwah NJ.
Vernikos-Danellis J., Goldenrath W.L., and Dolkas C.B., "The Physiological Cost of Flight
Stress and Flight Fatigue." U.S. Navy Medicine, 66,12-16, 1975.
Vipin V. Nair, 'Quality is Watchword for BPO firms:QAI', The Hindu Business Line,
September 6, 2003,, pp- 3.
Vroom, V. R. & Jago, A. G. 1988. The New Leadership Managing: Participation in
Organization. New Jersey: Prentice Hall.
Vroom, V.R. (1982). Work and motivation. Malabar, FL: R. E. Krieger Publishing Company.
Originally published in NY: Wiley in 1964 and reprinted in 1978
Wall, T.D. 1979. Conceptual and Measurement Issues in job attitude research, on distinction
between job satisfaction and climate. Paper presented at British Psychological Society
Conference, Sheffield. March, 3.
Wallston K.A., Wallston B.S., and De vallis R., "Development of the Multi Dimensional
Health Locus of Control Scales", Health Education Monographs, 6,160-170, 1978.
Waters LK, Roach D, Waters CW, (1974). Estimates of future tenure, satisfaction, and
biographical variables as predictors of termination, Personnel Psychology, 29, 57-60.
Wayne A. Hochwarter, Pamela L. Perrewe and Mark C. Dawkins, “Gender Differences in
Perceptions of Stress-Related Variables,” Journal of Managerial Issues, Spring 1995, pp. 62-74
Weiss J.M., "Psychological Factors in Stress and Disease", Scientific American, 226, 104-
113,1972.
Wolf, M.G. (1970). Need gratification theory: A theoretical reformulation of job
satisfaction/dissatisfaction and job motivation. Journal of Applied Psychology, 54, 87-94
Wolfe, S G and Finestone, A J (Eds), Occupational Stress, Health and Performance at work,
PSG Publishing, Littleton, PP-47-53.
Wong P.T.P., Kettlewell G., and Sproule C.F., "On the Importance of Being Masculine: Sex
Role, Attribution and Women's Career Achievement", Sex Roles, 12, 757-768, 1985.
Yamazaki, Y., Asakura, "Tokya Metropolitan Institute for Labour", (TMIL), 1988.
Zeithaml, V A Berry, L L and Parasuraman, A (1990) Delivering Quality Service Balancing
Customer Perceptional and Expectations, Collier – Macmillan, New York NY"
Zend J.P., and Upadhyay R.K., "Job Satisfaction of Women Entrepreneurs"- Indian Journal of
Applied Psychology, Vol.34, No.2, 8-12, 1997.
WEBLIOGRAPHY
www.365daysofwellness.blogspot.com
www.ciionline.org
www.CRMTODAY.com
www.expresscomputerontline.com
www.helium.com
www.hfma.org
www.icfai.org/study-_centers.Jasp
www.icfaipress.orQ
www.ilo.org
www.leggecompanv.com
www.lifepositive.com
www.rediff.com
www.thehindubusinessline.com/2005/12/08/stories/200512083150.htm
www.watsonwyatt.com
www.archwaycom/resource_centre/pdf/top10_reasonspdf
www.collierscom
www.expresshealthcaremgntcom/hospitupdate/hospi3shtml
www.igatecom
www.offshoringtimescom/Pages/2005/offshore_news337html
www.outsource2indiacom/why_india/articles/outsourcing_historyasp
www.rbidocsrbiorgin/rdocs/notification/DOCs/6787doc
www.saventechcom/documents/offshorepdf
http://inrediffcom/money/2004/jul/23bpo1htm
www.davetalkscom/articles/price-of-successhtm
www.bolojicom/wfs5/wfs794htm
www.bpoindiaorg/research/human-issues-in-call-centersshtml
www.indiambacom/Faculty_Column/FC391/fc391html
www,davetalks.com/articles/price-of-success.htm
www.1888articles.com/bpo-job-a-choice-between-more-money-secure-
www.boloji.com/wfs5/wfs794.htm
www.bpoindia.org/research/human-issues-in-call-centers.shtml.
www.hunduonnet.com/2006/09/26/stories/20060902609510400.htm
www.naukrihub.com/hr-today/work-life-balance.html.
www.rediff.com/money/2007/jul/03bpo.htm
www.thehindubusinessline.com/2005/12/08/stories/200512083150.htm