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Coping strategies and personal well-being as correlates to job performance among call center agents / Deximo, Ashley Duane V. 6

By: Deximo, Ashley Duane V. 4 0 16, [, ] | [, ] |

Contributor(s): 5 6 [] |

Language: Unknown language code Summary language: Unknown language code Original language: Unknown language code Series: ; November 2019.46Edition: Description: 28 cm. 67 ppContent type: text Media type: unmediated Carrier type: volumeISBN: ISSN: 2Other title: 6 []Uniform titles: | | Related works: 1 40 6 []Subject(s): -- 2 -- 0 -- -- | -- 2 -- 0 -- 6 -- | 2 0 -- | -- -- 20 -- | | -- -- -- -- 20 -- | -- -- -- 20 -- --Genre/Form: -- 2 -- Additional physical formats: DDC classification: | LOC classification: | | 2Other classification:

Contents:

Action note: In: Summary: ABSTRACT: There are various studies written by different people with different motives tackling call center agents with regards to their psychological well-being and coping strategy which are the main factors that can greatly affect the stressor's job performance. In this study, the researcher sought to determine and analyzed which from the psychological well-being subscale were greatly manifest by the call center agents and which from the coping strategy subscales were mostly used by the call center agents and finally the study intends to show the correlation of the three variables. In terms of the sample size of the study a sample of 85 call center agents and was drawn for the study using the purposive sampling and simple random sampling techniques respectively. A non-probability sampling technique was used to ensure greater generalization of results. Two different Manual was administered to cater both variables; the first one was for the Coping Strategy and the second one was for the Psychological well-being by Carol Ryff. The Validity and Reliability of the questionnaire was assessed using Alpha coefficients and the Pearson correlations respectively. The findings suggest that coping strategy has an impact but does not have any affect to job performance. However, psychological well-being greatly is significantly correlated and has a significant value to call center agent's job performance. The findings of this paper may contribute to employee or a manager working in the call center industry on understanding their employee's for company's progress and growth and improving circumstances for employees and customers. The research may also contribute the already exisitng literature and future researchers in this field. Other editions:

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Item type	Current location	Home library	Collection	Call number	Status	Date due	Barcode	Item holds
Book	PLM	PLM Filipiniana Section	Filipiniana-Thesis	T BF789.D49.2019 (Browse shelf)	Available		FT7516

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Thesis: (B.S. Psychology) - Pamantasan ng Lungsod ng Maynila, 2019. 56

ABSTRACT: There are various studies written by different people with different motives tackling call center agents with regards to their psychological well-being and coping strategy which are the main factors that can greatly affect the stressor's job performance. In this study, the researcher sought to determine and analyzed which from the psychological well-being subscale were greatly manifest by the call center agents and which from the coping strategy subscales were mostly used by the call center agents and finally the study intends to show the correlation of the three variables. In terms of the sample size of the study a sample of 85 call center agents and was drawn for the study using the purposive sampling and simple random sampling techniques respectively. A non-probability sampling technique was used to ensure greater generalization of results. Two different Manual was administered to cater both variables; the first one was for the Coping Strategy and the second one was for the Psychological well-being by Carol Ryff. The Validity and Reliability of the questionnaire was assessed using Alpha coefficients and the Pearson correlations respectively. The findings suggest that coping strategy has an impact but does not have any affect to job performance. However, psychological well-being greatly is significantly correlated and has a significant value to call center agent's job performance. The findings of this paper may contribute to employee or a manager working in the call center industry on understanding their employee's for company's progress and growth and improving circumstances for employees and customers. The research may also contribute the already exisitng literature and future researchers in this field.

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