[Effect of work and organizational characteristics on workers in call centers: longitudinal study in an information service company].
To investigate the effect of work and organizational characteristics on workers' health status, with job dissatisfaction and intentions to leave as "organizational health", we conducted a longitudinal study using a questionnaire survey in call centers of an information service company from July to August in 2001 and 2002. The response rates were 96.2% and 92.0%, respectively. For the statistical analysis, the completed data of 296 technical support staff, which was more than 80% of the data, was used. We identified seven subscales composed of 29 items of work and organizational characteristics as scales of "organizational characteristics" and "work and workplace characteristics". The results of hierarchical multiple regression analysis showed quantitative and qualitative job-overload influenced psychological health status and poor supervisor support influenced all outcome variables. Moreover, "organizational characteristics" influenced cumulative fatigue and job dissatisfaction, showing an indirect effect with poor supervisor support and coworker support. This study suggests that measures of work and organizational characteristics are useful interventions for "organizational health".
Tei
Maki
M
Department of Mental Health, School of Health Sciences and Nursing, Graduate School of Medicine, The University of Tokyo, Hongo, Bunkyo-ku, Tokyo, Japan. temaki-tky@umin.ac.jp
Yamazaki
Yoshihiko
Y
D000328:Adult; D005260:Female; D006304:Health Status; D006801:Humans; D007588:Job Satisfaction; D008137:Longitudinal Studies; D008297:Male; D008603:Mental Health; D016272:Occupational Health; D012044:Regression Analysis; D012944:Social Support; D013315:Stress, Psychological; D011795:Surveys and Questionnaires; D013672:Technology; D017132:Workplace