Performance, satisfaction and turnover in call centers - The effects of stress and optimism

This paper reports the results of a study, which measured the role of optimism and its effect on stress in call centers. Service providers at inbound call centers answered questionnaires designed to measure their personal orientation towards optimism, perceptions of job stress, work/nonwork conflict, performance, absenteeism and intent to turnover. We found that optimists did perceive lower levels of job stress and lower work/nonwork conflict. However, pessimists reported higher levels of performance and satisfaction and lower turnover intent. Implications for future research are discussed. (C) 2002 Elsevier Inc. All rights reserved.