Empowerment, stress and satisfaction: an exploratory study of a call centre

The aim of this study was to explore the relationship between stress, satisfaction and the four dimensions of psychological empowerment (meaning, impact, self-determination and competence) within a call centre. The occupational stress indicator and Spreitzer's empowerment measure were used to c...

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Bibliographic Details
Published in:Leadership & organization development journal 2003-05, Vol.24 (3), p.131-140
Main Authors: Holdsworth, Lynn, Cartwright, Susan
Format: Article
Language:English
Subjects:
Call centers
Call centres
Employee turnover
Employees
Empowerment
Job satisfaction
Occupational stress
Statistical analysis
Stress
Studies
Turnover
Work environment
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Summary:The aim of this study was to explore the relationship between stress, satisfaction and the four dimensions of psychological empowerment (meaning, impact, self-determination and competence) within a call centre. The occupational stress indicator and Spreitzer's empowerment measure were used to collect data from a north west (UK) call centre (n=49). The study found the call centre agents were more stressed, less satisfied and reported poorer mental and physical health than the general working population. In addition the sample perceived themselves as less empowered than other workers in a traditional office environment. The empowerment dimensions of meaning, impact and particularly self-determination, seem to directly influence job satisfaction, but not health.
ISSN:0143-7739
1472-5347
DOI:10.1108/01437730310469552