Momčilo Dobrodolac, Libor Švadlenka, Marjana Čubranić-Dobrodolac, Svetlana Čičević and Bojan Stanivuković
The purpose of this paper is to propose a methodology for the comparison of business units and to illustrate its implementation. Job stress is introduced as a mediator variable. A…
Abstract
Purpose
The purpose of this paper is to propose a methodology for the comparison of business units and to illustrate its implementation. Job stress is introduced as a mediator variable. A postal company is taken as a case study and its three business units are compared. The units (i.e. employees who have direct contact with customers) analyzed are postal clerks, couriers and call center operators.
Design/methodology/approach
Quantitative data were collected using two questionnaires: the first to assess the state of predefined organizational parameters, and the second to measure the stress levels of employees. The χ2 test of independence (χ2 test) and Fisher’s exact test are used to calculate correlation. Work stress score and stress distribution index, which are proposed in this study, are used to quantify the levels of stress, the state of organizational parameters and possible improvement points, as well as to compare the business units.
Findings
According to the results, the most demanding job is that of couriers, followed by postal clerks and call center operators.
Originality/value
The proposed model could be used to assess and improve businesses and to reduce the stress levels of employees. Further, a model for the comparison of business units might be a useful tool for managers in defining working hours, breaks, length of holiday periods and even in creating a wage structure.