The impact of stress on customer service representatives: a comparative study

Abstract

Restructuring and downsizing are facts of life and impact on employees via higher stress levels. Describes how a high technology communications organization, Technet Ltd, underwent restructuring when it changed the focus of its businesses and how this affected customer service representatives and their assignments. Reports the results of research carried out to study stress in customer contact employees in the small and medium business offices at Technet Ltd. Describes how the current research was compared with two prior studies in 1989 and 1992, utilizing a modified version of the original questionnaire. Analyses the results according to the literature and the prior studies, and makes conclusions and recommendations.

Citation

Gignac, A. and Appelbaum, S.H. (1997), "The impact of stress on customer service representatives: a comparative study", Journal of Workplace Learning, Vol. 9 No. 1, pp. 20-33. https://doi.org/10.1108/13665629710160421