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Stressors affecting Employee Assistance Programme personnel within a call centre environment
Dissertation (MSocSci (Employee Assistance Programme))--University of Pretoria, 2007.
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| Format: | Thesis |
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University of Pretoria
2013
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| _version_ | 1867613479693713408 |
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| access_status_str | Open Access |
| author2 | Taute, Florinda M. |
| author_browse | Taute, Florinda M. |
| author_facet | Taute, Florinda M. |
| collection | Thesis |
| dc_rights_str_mv | © 2006, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Dissertation (MSocSci (Employee Assistance Programme))--University of Pretoria, 2007. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/25272 |
| institution | University of Pretoria (South Africa) |
| last_indexed | 2026-06-10T12:36:48.396Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2013 |
| publishDateRange | 2013 |
| publishDateSort | 2013 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/25272 Stressors affecting Employee Assistance Programme personnel within a call centre environment Taute, Florinda M. dvwyk@carewaysgroup.com Van Wyk, Dina Elizabeth No key words available UCTD Dissertation (MSocSci (Employee Assistance Programme))--University of Pretoria, 2007. The goal of the study was the identification of stressors affecting EAP personnel in a call-centre environment. The purpose of the study was exploratory in nature, since the researcher set out to gain insight into which stressors in the EAP call centre were impacting on personnel. The researcher followed a qualitative approach, while the data collection method was a semi-structured interview. Twelve personnel in the call centre were randomly chosen to ensure that every person received an equal opportunity to participate. The semi-structured interview was chosen as the data collection method, and 12 employees voluntarily took part in the study. Job design, role ambiguity and conflict, physical health issues and communication were the stressors identified. An extensive literature study was conducted, confirming that the stressors identified were causing job dissatisfaction, low productivity and poor motivation in the call centre. The researcher made recommendations to assist management in implemening interventions so that the work environment can be improved. Social Work and Criminology unrestricted 2013-09-06T20:09:12Z 2007-06-05 2013-09-06T20:09:12Z 2006-02-20 2007-06-05 2007-06-05 Dissertation Van Wyk, D 2006, Stressors affecting Employee Assistance Programme personnel within a call centre environment, MSocSci dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/25272 > http://hdl.handle.net/2263/25272 http://upetd.up.ac.za/thesis/available/etd-06052007-114841/ © 2006, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | No key words available UCTD Stressors affecting Employee Assistance Programme personnel within a call centre environment |
| title | Stressors affecting Employee Assistance Programme personnel within a call centre environment |
| title_full | Stressors affecting Employee Assistance Programme personnel within a call centre environment |
| title_fullStr | Stressors affecting Employee Assistance Programme personnel within a call centre environment |
| title_full_unstemmed | Stressors affecting Employee Assistance Programme personnel within a call centre environment |
| title_short | Stressors affecting Employee Assistance Programme personnel within a call centre environment |
| title_sort | stressors affecting employee assistance programme personnel within a call centre environment |
| topic | No key words available UCTD |
| url | http://hdl.handle.net/2263/25272 http://upetd.up.ac.za/thesis/available/etd-06052007-114841/ |