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Assessing the Potential Relationship of Job Demands and Job Resources to Absenteeism and Turnover Intention in 911 Call Centers
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Assessing the Potential Relationship of Job Demands and Job Resources
to Absenteeism and Turnover Intention in 911 Call Centers
by
Malcolm Scott Sotebeer
Walden University 2011
Walden University’s approval number for this study is 08-15-11-0109571-XP-August 14, 2012.
Abstract
Emergency 911 call centers are the public’s direct link to emergency fire, police, and medical response services. Absenteeism and turnover can potentially disrupt 911 call center operations by placing undue burdens on fewer working employees. Prior research on call centers in general indicates a relationship between working conditions, such as job demands and job resources, and absenteeism and turnover intention. However, 911 call centers have not been studied in the United States with the singular focus on researching the underlying factors related to absenteeism and turnover intention, despite the fact that there are over 6100 emergency 911 call response centers that serve over 97% of the American public. This quantitative study of 911 call centers will use survey data to answer the primary research question, which asks whether job demands and job resources specific to 911 call centers relate to absenteeism and turnover intention. The research will employ descriptive statistical methods to examine call center-specific working conditions operationalized with the indicators of work load, changes in tasks, emotional demands, computer or technology problems, social support, supervisory coaching, performance feedback, and time control. Correlation analysis will be used to test the study hypotheses. The efficient and effective management of 911 call center operations is a matter of life, safety, and the responsible stewardship of public resources. Efforts to understand employee absenteeism and turnover intention in 911 call centers offer future opportunities to improve individual-level and organization-wide performance with a direct and measurable public benefit, both socially and economically.
Assessing the Potential Relationship of Job Demands and Job Resources
to Absenteeism and Turnover Intention in 911 Call Centers
by
Malcolm Scott Sotebeer
Walden University 2011
Walden University’s approval number for this study is 08-15-11-0109571-XP-August 14, 2012.
Abstract
Emergency 911 call centers are the public’s direct link to emergency fire, police, and medical response services. Absenteeism and turnover can potentially disrupt 911 call center operations by placing undue burdens on fewer working employees. Prior research on call centers in general indicates a relationship between working conditions, such as job demands and job resources, and absenteeism and turnover intention. However, 911 call centers have not been studied in the United States with the singular focus on researching the underlying factors related to absenteeism and turnover intention, despite the fact that there are over 6100 emergency 911 call response centers that serve over 97% of the American public. This quantitative study of 911 call centers will use survey data to answer the primary research question, which asks whether job demands and job resources specific to 911 call centers relate to absenteeism and turnover intention. The research will employ descriptive statistical methods to examine call center-specific working conditions operationalized with the indicators of work load, changes in tasks, emotional demands, computer or technology problems, social support, supervisory coaching, performance feedback, and time control. Correlation analysis will be used to test the study hypotheses. The efficient and effective management of 911 call center operations is a matter of life, safety, and the responsible stewardship of public resources. Efforts to understand employee absenteeism and turnover intention in 911 call centers offer future opportunities to improve individual-level and organization-wide performance with a direct and measurable public benefit, both socially and economically.