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

  • Tracy L. Tutena, Presha E. Neidermeyerb
  • Published 2003


This paper reports the results of a study, which measured the role of optimism and its effect on stress in call centers. Service providers at inbound call centers answered questionnaires designed to measure their personal orientation towards optimism, perceptions of job stress, work/nonwork conflict, performance, absenteeism and intent to turnover. We found… (More)

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