dc.contributor.author |
Van Wyk, Dina
|
|
dc.contributor.author |
Taute, Florinda M.
|
|
dc.date.accessioned |
2011-03-30T07:28:57Z |
|
dc.date.available |
2011-03-30T07:28:57Z |
|
dc.date.issued |
2010-07 |
|
dc.description.abstract |
This article reports on the results of a study of which the aim was to identify
stressors affecting Employee Assistance Programme (EAP) personnel in a
call centre that provides psycho-social services to employees of contracted
companies in South Africa. The researcher implemented a qualitative
approach, using a semi-structured interview schedule to interview the EAP
call-centre personnel face to face to provide direct, first-hand knowledge.
Twelve participants were recruited through the probability sampling
technique. Three core topics will be discussed namely; the stress triggers in a
call centre in South Africa, the key stressors of personnel of a call centre as
identified through research and the effect of these stressors on job
satisfaction, productivity and motivation of EAP personnel in a call centre
environment. The data that are presented should provide management of call
centres with guidelines to improve work performance of personnel. |
en_US |
dc.identifier.citation |
Van Wyk, D & Taute, T 2010, 'Stressors affecting employee assistance programme personnel within a call centre environment in South Africa', Social Work Practitioner-Researcher, vol. 22, no. 2, pp. 259-276. |
en_US |
dc.identifier.issn |
1011-2324 |
|
dc.identifier.uri |
http://hdl.handle.net/2263/16133 |
|
dc.language.iso |
en |
en_US |
dc.publisher |
Department of Social Work, University of Johannesburg |
en_US |
dc.rights |
Department of Social Work, University of Johannesburg |
en_US |
dc.subject |
Stressors |
en_US |
dc.subject |
Employee assistance programme (EAP) |
en_US |
dc.subject |
Call centre |
en_US |
dc.subject.lcsh |
Employee Assistance Programs |
en |
dc.title |
Stressors affecting employee assistance programme personnel within a call centre environment in South Africa |
en_US |
dc.type |
Article |
en_US |