التفاصيل البيبلوغرافية
| العنوان: |
The Effect of Work Stress and Work Values on Turnover Intention of Generation Z Employees in Call Center Company (Case Study of PT ABC in Java, Indonesia) |
| المؤلفون: |
Darian Kashfitanto, Hary Febriansyah |
| المصدر: |
International Journal of Current Science Research and Review, 06(07), 3962-3974, (2023-07-05) |
| بيانات النشر: |
Zenodo |
| سنة النشر: |
2023 |
| المجموعة: |
Zenodo |
| مصطلحات موضوعية: |
Call Center, Employee Turnover, Generation Z, Management, Turnover Intention |
| الوصف: |
A various of previous research have found that different generation has a positive and negative traits. Generation Z is a generation that born between 1995 and 2012. Generation Z have distinct qualities including the need for convenience, are watchful and worried about their emotional, physical, and financial safety, and also have a realistic view of the importance of their profession. There has been found a high turnover rate of the Generation Z. Employees in a call center interact with customers over the phone or through other technological devices. Because of the constant interaction with angry customers seeking information, support, and help, working at a call center can be difficult. This exposes the customer service representative to a range of stressful circumstances and negative feelings. The employees experience work related stress and are emotionally exhausted, and tend to express themselves by increasing their intention to leave the company. The main issues in many call centers include a high employee turnover rate, which is believed to be as high as 40% annually also it is believed that many contact centers face is a high employee turnover rate that is higher than any other industries. PT ABC is a focused company specializes in outsourcing business process management with a call center business which is part of BPO or Business Process Outsourcing. The business emphasis is one of the PT ABC has held for a very long time. Based on the interview with HR Support of the PT ABC in Bandung, the TAM division is the division that consider with the most and the highest employee turnover rate compared to other divisions and the majority are the young employees, every month turnover is found in the division, one of the reason stated by the HR Officer is that the factor of the turnover probably due to the workload. This research was made using a quantitative method and random sampling that have been conducted in April 2023 in PT ABC in Java, Indonesia. Based on the previous research this research ... |
| نوع الوثيقة: |
article in journal/newspaper |
| اللغة: |
English |
| Relation: |
https://doi.org/10.5281/zenodo.8115512; https://doi.org/10.5281/zenodo.8115513; oai:zenodo.org:8115513 |
| DOI: |
10.5281/zenodo.8115513 |
| الاتاحة: |
https://doi.org/10.5281/zenodo.8115513 |
| Rights: |
info:eu-repo/semantics/openAccess ; Creative Commons Attribution 4.0 International ; https://creativecommons.org/licenses/by/4.0/legalcode |
| رقم الانضمام: |
edsbas.460E645 |
| قاعدة البيانات: |
BASE |