A Study on Stress Among Customer Service Officer and Executives in Central Region, Employees Provident Fund

A Study on Stress Among Customer Service Officer and Executives in Central Region, Employees Provident Fund

In modern lifestyle, stress is a common problem. However stress can be negative effects and positive effects depending on the individual. Negative effects of stress can affects individuals’ health and performance. Nevertheless positive stress can make an employee more energetic and strive harder t...

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Main Author: Kamisah, Abdul Latib
Format: Thesis
Language:eng
eng
Published: 2012
Subjects:
HF5548.7-5548.85 Industrial Psychology
Online Access:https://etd.uum.edu.my/3016/1/Kamisah_Abdul_Latib.pdf
https://etd.uum.edu.my/3016/3/Kamisah_Abdul_Latib.pdf
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id my-uum-etd.3016
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Din, Ghazali
topic HF5548.7-5548.85 Industrial Psychology
spellingShingle HF5548.7-5548.85 Industrial Psychology
Kamisah, Abdul Latib
A Study on Stress Among Customer Service Officer and Executives in Central Region, Employees Provident Fund
description In modern lifestyle, stress is a common problem. However stress can be negative effects and positive effects depending on the individual. Negative effects of stress can affects individuals’ health and performance. Nevertheless positive stress can make an employee more energetic and strive harder to achieve their goals and objectives. A study on stress among customer service executive and officers was conducted through questionnaires of 81 customer service executives and officers at Central Region, Employees Provident Fund. This research found that factors contribute to stress among customer service are customer attitudes and time constraint.
format Thesis
qualification_name masters
qualification_level Master's degree
author Kamisah, Abdul Latib
author_facet Kamisah, Abdul Latib
author_sort Kamisah, Abdul Latib
title A Study on Stress Among Customer Service Officer and Executives in Central Region, Employees Provident Fund
title_short A Study on Stress Among Customer Service Officer and Executives in Central Region, Employees Provident Fund
title_full A Study on Stress Among Customer Service Officer and Executives in Central Region, Employees Provident Fund
title_fullStr A Study on Stress Among Customer Service Officer and Executives in Central Region, Employees Provident Fund
title_full_unstemmed A Study on Stress Among Customer Service Officer and Executives in Central Region, Employees Provident Fund
title_sort study on stress among customer service officer and executives in central region, employees provident fund
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2012
url https://etd.uum.edu.my/3016/1/Kamisah_Abdul_Latib.pdf
https://etd.uum.edu.my/3016/3/Kamisah_Abdul_Latib.pdf
_version_ 1747827480903811072
spelling my-uum-etd.30162016-04-19T07:56:35Z A Study on Stress Among Customer Service Officer and Executives in Central Region, Employees Provident Fund 2012 Kamisah, Abdul Latib Din, Ghazali Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5548.7-5548.85 Industrial Psychology In modern lifestyle, stress is a common problem. However stress can be negative effects and positive effects depending on the individual. Negative effects of stress can affects individuals’ health and performance. Nevertheless positive stress can make an employee more energetic and strive harder to achieve their goals and objectives. A study on stress among customer service executive and officers was conducted through questionnaires of 81 customer service executives and officers at Central Region, Employees Provident Fund. This research found that factors contribute to stress among customer service are customer attitudes and time constraint. 2012 Thesis https://etd.uum.edu.my/3016/ https://etd.uum.edu.my/3016/1/Kamisah_Abdul_Latib.pdf text eng validuser https://etd.uum.edu.my/3016/3/Kamisah_Abdul_Latib.pdf text eng public masters masters Universiti Utara Malaysia Andries,F., Bijleveld, C.C.J.H., & Pot, F.D. (1991). Working conditions and mental strain of automation personnel. International Journal of Human-Computer Interaction, 2, 363-373 Bernard Katz, (1988). How to turn Customer Service into Customer Sales. NTC Business Books, USA. Black, C.(2008). Working for a Healthier Tomorrow. London Brian Luke Seaward. (2011). Managing Stress: Principle and Strategies for Health & Well Being Burke,R.J., Greenglass,E. (1996). Work stress, social support, psychological burnout and emotional and physical well being among teachers. Psycho. Helath Med.1:193-205 C.L.Cooper and R. Payne. (1978). Stress at Work. 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Library of Congres. Kyriacou, C. (1987). Teacher Stress and Burnout: An International Review. Educational Research, 29, 146 – 152. Lazarus, R, and Delongis, (1983). A Psychological Stress and Coping in Aging Lorraine L. Uken. (2007). 101 Ways to Improve Customer Serving Marshal, J. and Cooper, C.L. (1979). Executives Under Pressure: A Psycological Study. Praeger Publishers, New York. Matteson,M., & Ivancevitch,J.M. (1982). The how, what and why of stress management. Training Personnel Journal, October, p.768. Matteson,M.T.& Ivancevich, J.M. (1987). Controlling work stress. San Francisco: Jossey –Bass Maureen, F.D, Anthony, H. Winefield and Helen, R. Winefiled. (2003) Occupational Stress in the Service Professions. London Pattie Gibson-Odgers (2007). The world of customer service R.S. Schuler (1980). Definition and Conceptualization of Stress in Organization. Organizational Behaviour & Human Performance. Robbins, Stephen, P. (2001). Organizational Behaviour.Prentice Hall Upper Saddle River, New Jersey. Robert A. Karasek (1988). Job Charateristics in Relation to the Prevalence of Myocardial Infarction in the US Health Examination Survey (HES) Ron Karr, (1997). The Complete Idiot’s Guide to Great Customer Service. MacMillan General Reference (Alpha Boks), New York. Selye,H. (1980). Selye’s guide to stress research : Volume 1. New York : Van Nostrand Reinhold. Simon,P. and Jim, W.(1998). Creating a Stress Free Office Spielberg,C.D. and Reheiser, E.C. (1995). Measuring Occupational Stress : The Job Stress Survey. In Occupational Stress: A Handbook. Crandall,R., and Perrewe,P.L. (Eds). Washington : Taylor & Francis. Sue Grassbauer (2001). Managing Foodservice Operations: A Systems Approach for Healthcare Susan,C. and Cary,C. (2011). Innovations in Stress and Health Wertz, Edward W,. (1993); The Complete Customer Service Letter Book. Mc Graw – Hill. Inc, New York.

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