Cabacas, Cindy N. <br/><br/>
Influence of emotional dissonance and job burnout on well-being of call center employees of BPO companies in selected areas of Cavite / 
by Cindy N. Cabacas, Joan S. Dela Cruz and Keith Alrie Lallayne F. Garcia. 
 - Indang, Cavite :  Cavite State University- Main Campus,  2018. 
 - xvi, 66 pages :   illustrations ;	  28 cm 
<br/><br/> Thesis (Bachelor of Science in Business Management) Cavite State University 
<br/><br/>Includes bibliographical references. 
<br/><br/>College of Economics, Management and Development Studies (CEMDS)  College of Economics, Management and Development Studies (CEMDS) 
<br/><br/> CABACAS, CINDY No, DELA CRUZ, JOAN so, and GARCIA, KEITH ALRIE<br/>LALLAYNE F. Influence of Emotional Dissonance and Job Burnout on Well-being of Call<br/>Center Employees of BPO Companies in Selected Areas of Cavite. Undergraduate<br/>Thesis. Bachelor of Science in Business Management Major in Human Resource<br/>Development Management. Cavite State University, Indang, Cavite. June 2018. Adviser:<br/>Ms. Tania Marie P. Melo.<br/><br/>This study was conducted to determine the effects of emotional dissonance and job<br/>burnout on well-being of call center employees in Business Process Outsourcing (BPO)<br/>companies in selected areas of Cavite. Specifically, it aimed to: (l) determine the socio<br/>demographic profile of call center employees in selected BPO companies; (2) determine the<br/>level of emotional dissonance of call center employees; (3) determine the level of job burnout of<br/>call center employees; (4) determine the well-being of call center employees; (5) compare the<br/>emotional dissonance of participants according to their socio demographic;(6) compare the job<br/>burnout level of participants according to their socio demographic profile; (7) compare the state<br/>of being of participants according to their socio-demographic profile; (8) identify the relationship<br/>between emotional dissonance and well-being of call center; and (9) and assess relationship<br/>between job burnout and well-being of call center employees.<br/>The participants of the study were 207 call center employees from four companies in<br/>selected areas of Cavite. A questionnaire was used to gather data from the participants.<br/>Frequency count, percentage, mean, and standard deviation were computed to answer the<br/>objectives. Five-point Likert scale was also used to measure the variables. Spearman rank<br/>correlation, point biserial correlation and Chi-square test were used to determine the<br/>relationship between variables.<br/>Results for the sociodemographic profile yielded 49.3 percent of the participants were<br/>male while 50.7 percent of them were female; their age ranged from 24 to 40 years.<br/>77.8 percent were single, while 22. 2 percent of them were married, participants were<br/>relatively new in their job, having three years and below of length of service. The participants<br/>worked in thrice shift schedule. Also, 79.7 percent of them were regular employees.<br/><br/>Results revealed that there was a very high emotional dissonance of felt and display<br/>emotions at work. There was a high level of job burnout at work. Also, there was a good level<br/>of state of being at work.<br/>It was found out that civil status, length of service, work shift and work status were<br/><br/>significantly relationship with emotional dissonance, level of job burnout and level of well-<br/>being. There is a significant relationship between emotional dissonance and level of job<br/><br/>burnout. There is a significant relationship between emotional dissonance and well-being and<br/>there is also a significant relationship between the level of job burnout and level of well-being<br/>of the call center employees. 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Job Stress<br/>Job burnout<br/>Well-being
<br/><br/><label>Dewey Class. No.: </label>158.7  / C11 2018