Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction

Community-based management of acute malnutrition: Implementation quality, and staff and user satisfaction with services

Background

Malnutrition is a problem that affects many children and therefore is the focus of multiple interventions worldwide. One intervention is community-based management of acute malnutrition (CMAM).

Objective

This study assessed CMAM implementation quality in the Builsa North District of Ghana, and the satisfaction among both users and CMAM staff.

Design

The study used a convergent mixed-method design involving in-depth interviews with CMAM staff and users, document reviews, and observations of the CMAM implementation. The data were collected across eight health care facilities in eight sub-districts. The data were qualitatively and thematically analysed in Nvivo software.

Results

Several factors were found to adversely affect the quality of CMAM implementation. Significant factors included inadequate training of CMAM workers; religious belief systems; and a lack of implementation materials, such as ready-to-use therapeutic food (RUTF), CMAM registration forms/cards, and computers. These factors adversely affected programme quality, thus resulting in dissatisfaction among CMAM users and staff.

Conclusion

This study established that the CMAM programme in the Builsa North District of Ghana is hindered by a lack of primary resources and logistics necessary for successful programme implementation. Most health facilities in the district lack such resources and are not delivering the intended results.

Tracking Occupational Voice State with a Visual Analog Scale: Voice Quality, Vocal Fatigue, and Effort

BACKGROUND

Due to elevated vocal health risk in industries such as call centers, there is a need to have accessible and quick self-report tools for voice symptoms. This study aimed to determine if the concurrent and construct validity of three visual analog scales (VASs) of voice quality and symptoms could be used as a screening tool in call center agents.

METHODS

A cross-sectional study was carried out in three call center companies. The Voice Handicap Index-10 (VHI-10) and a vocal hygiene and symptoms survey were administered to 66 call center workers. Further, acoustic parameters including harmonics-to-noise ratio (HNR), smoothed cepstral peak prominence (CPPs), L1-L0 slope, and Alpha ratio were collected. Finally, workers completed three VASs capturing self-perception of vocal effort (VAS-1), voice quality (VAS-2), and vocal fatigue (VAS-3). Linear regression models with bootstrapping evaluated the possible relationship between the three VASs measurements, self-perceived vocal symptoms, and acoustic parameters.

RESULTS

VAS-1 scores were associated with HNR and voice breaks, VAS-2 with voice breaks, and VAS-3 with Alpha ratio. Using the area under a receiver operating characteristic curve (AUC), the highest AUC for detecting an altered VHI-10 questionnaire score was observed for the three VASs. Also, the highest AUC for detecting altered CPPs was reached for the VAS-1.

CONCLUSIONS

VAS as a self-report instrument of vocal symptoms is related to psychosocial voice impairment and alterations of acoustic voice parameters in call center workers. Such instruments could be easily implemented to identify voice complaints in these populations.

LEVEL OF EVIDENCE

2 (Diagnosis research question) Laryngoscope, 133:1676-1682, 2023.

Factors impacting employee turnover intentions among professionals in Sri Lankan startups

Employee turnover is one of the topical issues worldwide. The impact of factors affecting employee turnover varies occasionally and new factors are considered. Many countries have examined various factors that affect employee turnover. The main objective of this research is to consider psychographics and socio-demographic factors in one study and analyse the impact on employee turnover. A Probit regression model through the stepwise technique was used to analyse the collected data. Using ventures in Sri Lanka as a case study, this study demonstrates that employee turnover occurs in different stages and independent factors impact differently in each stage. The study population was professionals who have been a key part of Sri Lankan startups, which involved 230 respondents. Data analysis was performed through a forward stepwise technique through STATA. The results verified that job satisfaction and co-worker support negatively impact employee turnover, whereas leader member exchange positively impacts employee turnover. This study also proved a significant positive relationship between male employees in their thirties and high employee turnover. This study's findings help to identify the areas management should focus on to minimise employee turnover to retain experienced and skilled employees.

NICU Staff's Perceptions and Attitudes Toward the Family Integrated Care (FICare) Model: A Chinese Cross-sectional Study

BACKGROUND

Family Integrated Care (FICare) is an innovative model that encourages parents to assume the role of primary caregivers during the neonatal period.

PURPOSE

To conduct a survey of neonatal intensive care unit (NICU) nurses and physicians on a national scale to determine their perceptions and attitudes toward FICare.

METHODS

Data on 3 domains were collected: demographic characteristics, FICare perceptions, and attitudes. The survey included 299 NICU nurses and physicians from 31 tertiary-level NICUs across China (response rate = 96.5%).

RESULTS

The respondents showed a positive attitude toward implementing FICare and recognized its positive impact on infants. However, some respondents raised concerns regarding its feasibility and limitations of the NICU setting. The respondents' perceptions and attitudes of FICare varied based on their personal characteristics, such as marital status and day/night work shifts.

IMPLICATIONS FOR PRACTICE AND RESEARCH

Most NICU nurses and physicians reported that FICare can benefit infants. Despite some constraints related to the NICU environmental conditions, most NICU leaders felt positive about implementing FICare in China. Therefore, establishing key strategies for performing FICare, selecting appropriate personnel, and educating the staff regarding FICare are useful approaches to promote FICare implementation. FICare requires the team's collaborative effort with the support of NICU leaders to overcome system and setting barriers. Nurses should serve as navigators to guide its implementation. More studies on healthcare setting policies, parents' perceptions, and approaches for healthcare professionals to perform FICare in China are required.

Temporary Work, Permanent Strain? Personal Resources as Inhibitors of Temporary Agency Workers’ Burnout

Temporary workers already represent a relevant percentage of the total workforce in several European countries. This type of employment is usually associated with more precarious contractual and working conditions. This situation can lead to several negative outcomes in terms of workers’ physical and mental health. According to Job Demands-Resources (JD-R), the precarious situation of temporary workers can reduce the number of available resources and lead to mental health problems. This research aims to examine the importance of personal resources—in the form of resilience—with burnout and its three dimensions (emotional exhaustion, depersonalization, and personal fulfillment), as a consequence of the job strain generated by this employment. The empirical study follows a quantitative, correlational, and cross-sectional approach. A sample of 2050 individuals participated in the study. Responses were collected through an online questionnaire for Portuguese temporary workers in March 2021. The questionnaire was sent to active temporary workers registered in temporary agencies The hypotheses established through a structural model were tested by the Partial Least Square method. The results show that resilience, as a personal resource, is related to the three dimensions of burnout (emotional exhaustion, depersonalization, and personal fulfillment). As such, personal resources can be considered an important aspect to take into account when managing temporary agency workers’ burnout levels. Theoretically, this research contributes to understanding the role of personal resources, especially resilience as an important inhibitor of negative effects on workers’ mental health, such as burnout. Empirically, this study contributes to the discussion of the mental health challenges of temporary agency workers, reinforcing the importance of developing strategies to strengthen personal resources as a way to improve mental health.

Socially Irresponsible Employment in Emerging-Market Manufacturers

Are socially irresponsible employment practices, such as abusive discipline and wage theft, systematically tied to manufacturing outcomes in emerging-market countries? Drawing on a stream of stakeholder theory that emphasizes economic interdependencies and insights from the fields of industrial relations and human resource management, we argue that working conditions within a firm are facets of a systemic approach to value creation and value appropriation. Some manufacturers operate “low road” systems that rest on harmful practices. Others operate “high road” systems in which the need to develop employees’ human capital deters socially irresponsible employment practices. To test the theory, we conduct a large-scale study of labor violations and manufacturing outcomes by analyzing data on over four thousand export-oriented small manufacturers in 48 emerging-market countries. The analysis demonstrates that socially irresponsible employment practices are associated with inferior firm-level manufacturing outcomes even after controlling for the effects of firm size, industry, product mix, production processes, host country, destination markets, and buyer mix. The theory and results suggest an opportunity for multinational corporations to improve corporate social performance in global value chains by encouraging their suppliers to transition to systems of value creation that rely on the development of worker human capital.

General mental state and quality of working life of call center employees

Working conditions of call centers lead to serious mental problems in employees as well as affecting their working life quality due to factors such as excessive workload, complex and uncertain work environment, repetitive tasks, type of tasks that ignore notions of employees, benefiting from only a part of their skills, and poor labor inspection. This study aims to determine the general mental state and quality of working life of call center employees. The sample of this descriptive study consisted of 200 employees working at Sivas 'ALONET' call center between December 01, 2018, and December 31, 2018. We used the Personal Information Form, General Health Questionnaire-28 (GHQ-28), and Professional Quality of Life Scale (ProQOL) as data collection tools. We collected the data from the employees through face-to-face interviews during working hours. During the analysis, we used Pearson's Product Moments Correlation Analysis, t-test, Mann Whitney U test, Kruskal Wallis H test, and Dunnet T3 Post Hoc test. We found that the mean score of the employees in GHQ-28 was 5.34 ± 5.60, and the compassion satisfaction, burnout, and compassion fatigue subscales of the ProQOL were 36.07 ± 9.88, 14.40 ± 7.74, and 13.89 ± 9.31, respectively. While the score of the employees from the overall GHQ-28 was significantly negatively correlated with the score from the compassion satisfaction subscales of the ProQOL, we found a significantly positive correlation between the scores of burnout and compassion fatigue subscales of the ProQOL. The findings of this study revealed that approximately 45.8% of the call center employees were mentally in the at-risk group, that their compassion satisfaction level was moderate, and that their burnout and compassion fatigue levels were low. Therefore, stress factors that employees facing in their working life should be determined, and training, counseling, and support programs should be carried out to prevent them from suffering from burnout and compassion fatigue.

The Role of Self-Compassion in the Job Demands-Resources Model, an Explorative Study among Crisis Line Volunteers

The job demands-resources (JD-R) model has hardly been studied in volunteer organizations and there is a scarcity of studies evaluating self-compassion as a personal resource within the JD-R model. The present study addresses these gaps in current knowledge, first by examining the applicability of the JD-R model in a crisis line volunteer organization. Second, self-compassion is examined, both in terms of its moderating role on the exhaustion process as well as its role on the motivation process. Structural equation modelling was used for the analyses. The influence on the organizational outcome 'compassion towards others' was examined using a multiple regression analysis. The results showed that the JD-R model has an acceptable fit on this sample and supports the central assumption that exhaustion and motivation are two independent but related processes. This study provides evidence that self-compassion is a valuable addition to the JD-R model, as it has an indirect effect on both processes, and increases the explained variance in compassion towards others by 7% through the exhaustion process and by 3% through the motivational process. These findings point to the importance of focusing on self-compassion in training and supervision in volunteer organizations.

The Role of Resilience in Reducing Burnout: A Study with Healthcare Workers during the COVID-19 Pandemic

Although burnout is a widely studied topic, there is still much to learn about this symptom during a pandemic crisis like the one caused by COVID-19. Moreover, and according to the Job Demands-Resources (JD-R) theory, the relation between personal resources and burnout is still an understudied topic. The main goal of this research is to understand the influence of mental resilience on the three dimensions of burnout-emotional exhaustion, depersonalization and personal achievement-among healthcare workers when exposed to a pandemic situation. A cross-sectional study was conducted based on the administration of an online survey to a sample of 196 healthcare workers (nurses and doctors) during the second wave of COVID-19 in Portugal. Hypotheses were tested using Partial Least Squares. The results show that during a pandemic situation, higher levels of resilience associated both with lower levels of emotional exhaustion (Emotional Exhaustion: −0.17; 95% Confidence Interval–CI: −0.38, 0.04) and depersonalization (Depersonalization: −0.17; 95% CI: −0.31, −0.03), and higher levels of personal achievement (Personal Achievement: 0.50; 95% CI: 0.40, 0.61). Resilience should be considered an important asset for reducing levels of burnout when facing highly stressing situations. The main contribution of this research is related to the role of personal resources as an inhibitor of negative consequences of job strain, such as burnout. The findings add new knowledge to the topic of fighting (not just understanding) burnout in deeply stressful situations, like the COVID-19 pandemic, reinforcing the importance of developing personal resources. Resilience skills may be developed, thus reducing the risk of burnout.

The impact of the work-family conflict on employee engagement, performance, and turnover intention

Purpose

The incompatibility between the sphere of work and the family is a reality that plagues many workers today. The difficult articulation of these two domains leads to the experience of the phenomenon called work–family conflict (WFC). This paper aims to assess the impact that WFC may have on employee engagement and performance, as well as on their turnover intention. It is also intended to test the mediating effect of engagement on the relationship between WFC and performance, and between WFC and the turnover intention.

Design/methodology/approach

One hundred and sixty-seven employees from various Portuguese organizations were surveyed. Respondents reported their perceptions of own WFC, engagement, performance and turnover intention.

Findings

The results revealed that employees who feel a higher WFC have lower levels of engagement and greater intention to leave the organization. The WFC showed no relation to performance. Engagement takes on the mediating role in the relationship between WFC and the turnover intention.

Practical implications

The relevance of this study is related to the implications that it may bring to companies in the context of implementing work–family balance strategies to reduce the referred conflict.

Originality/value

This study contributes to WFC literature by attempting to integrate in the same model four concepts in a single study to provide a model that depicts the chain of effects between WFC, engagement, individual performance and turnover intention, which has never been done in the Portuguese context.

Does the End Justify the Means? The Role of Organizational Communication among Work-from-Home Employees during the COVID-19 Pandemic

During the first months of 2020, the world, and Italy at an early stage, went through the COVID-19 emergency that had a great impact on individual and collective health, but also on working processes. The mandatory remote working and the constant use of technology for employees raised different implications related to technostress and psycho-physical disorders. This study aimed to detect, in such a period of crisis and changes, the role of organizational communication considering the mediating role of both technostress and self-efficacy, with psycho-physical disorders as outcome. The research involved 530 workers working from home. A Structural Equations Model was estimated, revealing that organizational communication is positively associated with self-efficacy and negatively with technostress and psycho-physical disorders. As mediators, technostress is positively associated with psycho-physical disorders, whereas self-efficacy is negatively associated. As regards mediated effects, results showed negative associations between organizational communication and psycho-physical disorders through both technostress and self-efficacy. This study highlighted the potential protective role of organizational communication that could buffer the effect of technostress and enhance a personal resource, self-efficacy, which is functional to the reduction of psycho-physical disorders. This study contributed to literature underlying the role of communication in the current crisis and consequent reorganization of the working processes.

Onsite Versus Remote Working: The Impact on Satisfaction, Productivity, and Performance of Medical Call Center Workers

Job satisfaction is determined as the measure to know the individuals’ feelings toward their work. The working conditions that can affect satisfaction and performance of the call center agents have received particular concern. This study aimed to determine the role of remote call center working on agents’ satisfaction compared to onsite workers. A cross-section study was conducted between December 2020 and April 2021 that include 124 agents working in a governmental medical call center in Saudi Arabia. Each agent was receiving a questionnaire that investigates his/her satisfaction with the job nature, supervisor support, job autonomy, job productivity, and performance. Seventy-seven physicians working onsite were compared to forty-seven physicians remotely working in the medical call center. The mean age of the physicians included was 43.17 ± 8.4 years, and most of them were male (>70%), married (>85%), and family medicine specialists (>50%). The mean years of experience in the medical field of the physicians included was 16.87 ± 8.07 years, and the mean years of experience in the medical call center was 1.44 ± .97 years. Onsite agents were more satisfied concerning job nature, supervisor support, productivity, and performance compared to remote agents (70.82 vs 53.47%, 63.38 vs 55.05%, and 66.51 vs 56.03%, respectively). However, onsite agents were less satisfied regarding job autonomy than remote physicians (46.81 vs 53.19%, P-value = .128). Overall, general satisfaction was more seen in physicians working onsite as opposed to remote workers in the medical call center in Saudi Arabia (64.90 vs 54.25%, P-value < .01).

Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers

This study examined the trickle in, out, around and trickle back effect of dysfunctional customer behavior on employees and consequently employees’ incivility and service recovery efforts toward customers. Furthermore, this study has specifically tested the mediating effect of employee burnout to examine the trickle around and trickle back effect. To explore the multi-level trickle effect, this study has collected data from two sources, i.e., customers and employees. The data was analyzed with the help of AMOS. The results revealed that customer’s verbal aggression escalates employee’s burnout, which in turn affects employee’s incivility towards customers. However, the indirect paths from disproportionate customer demand toward service recovery efforts and employee’s incivility towards customers were found to be insignificant. This study addressed the existing gap in the literature by examining the trickle effect within and outside the boundaries of an organization. The results of this study laid down some useful managerial and theoretical implications.

Mindfulness and emotional exhaustion in call center agents in the Philippines: moderating roles of work and personal characteristics

This research explored the association between the mindfulness of call center agents in the Philippines and the level of emotional exhaustion they experienced. The study also contributes to the literature by investigating the role of call center agents' work (job demands and supervisory position) and personal characteristics (age and marital status) as moderating factors that might influence the effect of mindfulness on emotional exhaustion. Survey data were collected from 412 call center agents from 5 call center companies in the Philippines. Partial least squares structural equation modeling was used for data analysis. The results supported a negative association between mindfulness and emotional exhaustion. Moreover, the analysis of the moderating effect found that the negative effect of mindfulness on emotional exhaustion was particularly strong for call center agents who: (1) experienced high job demands; (2) held a supervisory position; (3) were single, and (4) were younger.

Emotional Dissonance in the Spanish Services Sector: The Role of Support in the Workplace

The purpose of this study was twofold. The first aim was to analyze the detrimental effect that emotional dissonance may have on service workers by testing its relationship with job satisfaction, intention to leave the organization, and organizational deviance. The second was to test whether two types of social support (i.e., co-worker and organizational support) and their combination moderate these relationships from a multilevel perspective. The sample was composed of 556 employees from Spanish service sector. Using random coefficient models analyses, results showed, first, that emotional dissonance was related to lower levels of job satisfaction (PE = -.1, p < .05) and higher levels of intention to leave the organization (PE = .12, p < .05); second, that co-worker support moderate the relationship between emotional dissonance and job satisfaction (PE = .10, p < .05), organizational deviance (PE = -.08, p < .05), and intention to leave the organization (PE = -.13, p < .05); third, organizational support, conceptualized as a collective construct at organizational level, moderate the relationship between emotional dissonance and organizational deviance (PE = -.08, p < .05); and finally, the combination of both types of support do not explained additional variance of the emotional dissonance-outcomes relation. These results underline the need to take into consideration different source of social support and their levels of analysis to better understand emotional dissonance and its outcomes.

Short Index of Job Satisfaction: Validity evidence from Portugal and Brazil

Job satisfaction is an important construct that is known to be associated with workers' performance and wellbeing. As such, to properly measure it, one must use adapted measures that show adequate validity evidence for the desired context. Such measures should preferably be short to allow the parsimonious use of various measures/constructs in the same data collection. The aim of this paper is to adapt the Portuguese version for Brazil and Portugal of the Short Index of Job Satisfaction (SIJS). The SIJS is a psychometric instrument that measures job satisfaction through five items. A cross-sectional study was conducted with two multi-occupational workers samples, one from Brazil (n = 599) and one other from Portugal (n = 572). The SIJS presented good validity evidence based on its internal structure, namely dimensionality, reliability, and measurement invariance across countries and sexes. It also revealed to be positively correlated with work engagement, and quality of work life (convergent evidence). It also has shown to be negatively associated with burnout (discriminant evidence). The SIJS showed promising validity evidence. The SIJS can be useful to be used together with other instruments, due to its small number of items, producing data with good psychometric properties.

The Nature of Job Crafting: Positive and Negative Relations with Job Satisfaction and Work-Family Conflict

This study investigated job crafting as mediator and its relation with job satisfaction and work-family conflict, considering job autonomy as antecedent. The research involved 389 participants working in a public organization. A structural equations model was estimated revealing that job autonomy is positively associated with job crafting and job satisfaction, and negatively associated with work-family conflict. Job crafting is positively related with job satisfaction and work-family conflict, as adverse effect of job crafting. As regards mediated effects, results show positive associations between job autonomy and both job satisfaction and work-family conflict through job crafting. This study contributes to literature, considering positive and negative outcomes, covering the lacking literature on job crafting and work-family conflict, and suggesting implications for employees' well-being.

Secondary Traumatic Stress: Relationship With Symptoms, Exhaustion, and Emotions Among Cemetery Workers

Background: Cemeteries workers are deserving of attention because they are exposed to various psychosocial risks: these workers are subject to painful contacts and daily exposed to a work content linked to death experiences and the emotions associated with them. Secondary trauma develops from this continuous contact with others' suffering; operators working with this type of traumatic content and dynamic could suffer from emotional disorders (Figley, 1995). Therefore, the secondary traumatic stress (STS) is seen as an occupational risk factor (Bride et al., 2004) and cemetery workers are subject to this risk. Studies on this topic have focused on the operators of emergencies, social, and health sectors; little attention has been given to cemetery workers. Aim: The present study considers the relations between the dimensions composing the STS and the psychological and physical symptoms, the perception of exhaustion, and the positive and negative emotions at work in a group of cemetery workers. Moreover, differences among occupational tasks are explored considering the different possibilities of contact with clients and trauma contagion. Methods: The study included a qualitative phase (interviews and focus groups) and subsequently a quantitative phase (self-report questionnaire) and involved 114 participants in a cemetery organization in northern Italy, divided into technicians employees (TE), technicians and specialists of decoration and garden (TS), gravediggers (GR) administrative and front office employees (AFO). Levels of secondary trauma and psychophysical symptoms were assessed, and correlations were calculated in the total sample and for the different job categories of employees. Results: AFO and TS showed the highest levels of STS and psychophysical symptoms, in particular for symptoms related to anxiety, sadness, insomnia, and gastric and musculoskeletal disorders. Conclusion: This study highlights the importance of considering the STS among also this category of workers, since they are exposed daily not only with death, but also with suffering people; grief and emotional skills are important to cope with these job characteristics cemetery workers are not trained on this. It is important to monitor symptomatic levels not only to avoid chronicity, but also to provide employees with psychological support and training about secondary trauma and its consequences.