Moderating effect of dispositional attribution to emotional exhaustion and apathy of call center agents in Cavite / by Angela Marie C. Galang, Mon D. Tica, and Alexis D. Tumbagahan.
Material type:
TextLanguage: English Publication details: Indang, Cavite : Cavite State University- Main Campus, 2019.Description: xiv, 69 pages : illustrations ; 28 cmContent type: - text
- unmediated
- volume
- 155.9 G13 2019
- College of Arts and Sciences (CAS), Department of Social Sciences and Humanities
| Item type | Current library | Collection | Call number | Materials specified | URL | Status | Notes | Date due | Barcode |
|---|---|---|---|---|---|---|---|---|---|
Theses / Manuscripts
|
Ladislao N. Diwa Memorial Library Theses Section | Non-fiction | 155.9 G13 2019 (Browse shelf(Opens below)) | Link to resource | Room use only | T-8141 | 00079360 |
Thesis (Bachelor of Science in Psychology) Cavite State University.
Includes bibliographical references.
College of Arts and Sciences (CAS), Department of Social Sciences and Humanities
GALANG, ANGELA MARIE C., TICA, MON D., and TUMBAGAHAN, ALEXIS B. Moderating Effect of Dispositional Attribution to Emotional Exhaustion and Away of Call Center Agents in Cavite. Undergraduate Thesis. Bachelor of Science in Psychology, Cavite State University, Indang, Cavite. March 2019. Adviser: Ms. Armi Grace B. Desingatio, MAEd, LPT, RPm.
This study was primarily conducted with the intention to determine; (1) the level air emotional exhaustion of the call center agents; (2) the level of apathy of the call center agents; (3) the level of dispositional attribution of call center agents in terms of accidental behavior, choice, hedonistic relevance, intentional behavior, personalism, and social desirability; (4) significant relationship between emotional exhaustion and apathy, motional exhaustion and dispositional attribution, and dispositional attribution and way; (5) moderating effect of dispositional attribution to emotional exhaustion and apathy of call center agents.
The study utilized a descriptive correlation research design. The participants were 500 call center agents throughout Cavite area which are working in any Business Process Outsourcing (BPO) company with the criteria of six months of tenure as well as handling voice accounts. Furthermore, quota sampling was used in choosing the participants. For data gathering, the researchers used three instruments, first is the Maslach's Burnout Inventory by Maslach et al. which composed of 7 items; second is the Job Apathy Scale by Schmidt et al. which is composed of 10 items; and lastly, a self-made inventory entitled Dispositional Attribution Scale for Call Center Agents which is composed of 30 items.
The study found out that majority of the call center agents in Cavite experienced moderate emotional exhaustion, moderate apathy, and low dispositional attribution. On die other hand, in terms of moderating effect of dispositional attribution, only one variable could moderate such stress and loss of interest and that is Personalism. Most importantly, the study identified there is no relationship among dispositional attribution, emotional exhaustion, and apathy. Generally, the result entailed that an agent working in BPO company could be internally motivated and has a positive character but could still be instigated with moderate stress and loss of interest at their work in which could be moderated in how their bosses and executives handle their communication and influence each other respectively.
Submitted to the University Library May 29, 2019 T-8141