Performance, satisfaction and turnover in call centers: The effects of stress and optimism

doi:10.1016/S0148-2963(02)00281-3

Paper

Performance, satisfaction and turnover in call centers: The effects of stress and optimism

Published 2004 · Tracy L. Tuten, P. Neidermeyer

Journal of Business Research

Q1 SJR score

230

Citations

8

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Abstract

Abstract hidden due to publisher request; this does not indicate any issues with the research. Click the full text link above to read the abstract and view the original source.

Observational Study

Highly Cited

Study Snapshot

Optimists in call centers experience lower job stress and work/nonwork conflict, but pessimists report higher performance, satisfaction, and lower turnover intent.

PopulationOlder adults (50-71 years)

Sample size24

MethodsObservational

OutcomesBody Mass Index projections

ResultsSocial networks mitigate obesity in older groups.

Performance, satisfaction and turnover in call centers: The effects of stress and optimism

References

Citations