( ISSN 2277 - 9809 (online) ISSN 2348 - 9359 (Print) ) New DOI : 10.32804/IRJMSH

Impact Factor* - 6.2311


**Need Help in Content editing, Data Analysis.

Research Gateway

Adv For Editing Content

   No of Download : 103    Submit Your Rating     Cite This   Download        Certificate

EMOTIONAL CORRELATES OF QUALITY OF WORK LIFE: A STUDY OF CALL CENTRE EMPLOYEES

    3 Author(s):  SHILPA KAMBOJ , BINDU KUMARI , DR. RAJBIR SINGH

Vol -  5, Issue- 3 ,         Page(s) : 293 - 299  (2014 ) DOI : https://doi.org/10.32804/IRJMSH

Abstract

Emotional competence is considered to be important for an employee to achieve success at work which in turn will enhance quality of work life of call centre employees. Around seventy percent of Indian youth is employed in call centre and have to listen to the queries of their customers. They must be emotionally competent to deal with customers so that they feel contented with job. The purpose of the present study is to find out correlation between emotional competence and quality of work life. These variables were assessed by using Emotional Competence Scale given by Dr. Sharma and Dr. Lochan and Quality of Work Life Scale given by Angus S Mc Donald. The sample consisted of 138 males and females employees of various call centre of Haryana. Purposive Sampling was done and co relational design was followed. Results indicate a positive and significant co relation between emotional competence and quality of work life.

order prescription
order online

1. Arvey, R. D., & Sackett, P. R. (1993). Fairness in selection: current developments and perspectives, In Schmitt, N. and Borman, W. C. (Eds.).Personnel Selection in Organizations, Jossey-Bass, San Francisco, CA.

2. Celik, D. A., & Ulner Oz E. (2011).  The effect of emotional dissonance and quality of work life perceptions on absenteeism and turnover intentions among Turkish call centre employees. Social and Behavioral sciences (30). 2515-2519. 

3. Cole, N. D., & Flint, D. H. (2005). Opportunity knocks: perceptions of fairness in employee benefits. Compensation and Benefits Review, 37, 55-62.
4. Farahbakhsh, S. (2012). The role of emotional intelligence in increasing quality of work life in school principals. Social and Behavioral Sciences (46). 31-35.
5. Goleman, D., Boyatzis, R. and Mckee, A. (2006). Fundamental of organizational leadership: Emotional intelligence in management and organizational leadership.Translated by Bahman Ebrahimi, Tehran: industrial management organization Publications. 
6. Greenberg J, Baron R. (1997). Behavior in organizations. 6th Editions. New Jersey: Prentice-Hall- Inc. Englewood Cliffs. 
7. Lerner, Richard M., (2007).The Good Teen. New York: The Stonesong Press, LLC.
8. Mirkamali, M. (2003). Increasing job satisfaction by get meaning to teacher profession.Quarterly of Management in Education, 3 (24). 37- 40.
9. Newstrom w, Davis K. (2002) Organizational behavior: human behavior at work. 11th Editions. New York: Mc Graw Hill. 
10. Salmani, D. (2003) Quality of work life, improving organizational behavior. Tehran: Faculty of Management of Tehran University Publications.
11. White, C. (2003). An investigation into the core competencies of an ideal call centre agent. University of Pretoria.

*Contents are provided by Authors of articles. Please contact us if you having any query.






Bank Details