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Experimental Psychology (Russia)

Publisher: Moscow State University of Psychology and Education

ISSN (printed version): 2072-7593

ISSN (online): 2311-7036

DOI: http://dx.doi.org/10.17759/exppsy

License: CC BY-NC 4.0

Started in 2008

Published quarterly

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Open Access Journal

 

The role of workloads stability in forming the functional state of call centers employees 1208

Barabanschikova V.V., PhD in Psychology, Associated Professor, Department of Psychology, Lomonosov Moscow State University, Moscow, Russia, vvb-msu@bk.ru
Epanchintseva A.V., Graduate, Department of Psychology, Lomonosov Moscow State University, Moscow, Russia, Moscow, Russia, bitterjoy@yandex.ru
Abstract
This paper is devoted to the analysis of workload patterns as a predictor of job stress and boredom in call center operators. 182 call center operators from two large Russian telecommunication companies participated in presented research. According to the job analysis subjects were devoted into two groups: call center employees with constant workload patterns and call center employees with varied workload patterns. The results showed, that call center employees’ job stress manifestations syndromes depends on the job monotony level caused by the workload patterns constancy. The unequal boredom predictors are defined in two examined groups. The only significant predictor in the 1st group (constant workload) is mental satiation. There are complex of significant predictors (actual stress, chronic stress, mental satiation and negative attitude to the work substance) in the 2nd group (variable workload)

Keywords: human functional state, job stress, workload, job monotony, boredom, call-center

Column: Labor Psychology

For Reference

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