Publication: The effect of person-job fit, person-organization fit and social support on job stress: a study in call centers
Abstract
BİREY-İŞ UYUMU, BİREY-ÖRGÜT UYUMU VE SOSYAL DESTEĞİN, İŞ STRESİ ÜZERİNDEKİ ETKİLERİ: ÇAĞRI MERKEZLERİNDE BİR ÇALIŞMA Modern çalışma yaşamındaki en önemli zorluklardan biri, çalışanların sağlığını, işyerindeki stres yaratan faktörlerin olumsuz etkisinden korumaktır. Stres yönetimi faaliyetlerini etkin şekilde yerine getirebilmek için, stresin ana nedenlerini belirlemek son derece önemlidir. Birey-Çevre Uyumu Teorisi’ne göre, bireyin çevresiyle olan uyumu, stresin anlaşılmasında anahtar bir role sahiptir. Buna ek olarak, özellikle işyerindeki kaynaklardan elde edilen sosyal destek, stresle başa çıkmanın önemli bir yolu olarak literatürde belirtilmiştir. Bu çalışmanın amacı, birey-çevre uyumu ve iş stresi arasındaki ilişkinin türünü, ayrıca iş arkadaşları ve yöneticilerden edinilen sosyal desteğin, bu ilişkiyi etkileyip etkilemediğini belirlemektir. Birey-çevre uyumu, iki farklı kavram ile ölçülmüştür: Birey-iş uyumu ve birey-örgüt uyumu. Toplam 117 maddeden oluşan ve İş Profili, Örgütsel Kültür Profili, Sosyal Destek Ölçeği, İş Stresi Ölçeği ve demografik soruları içeren bir anket, 144 çağrı merkezi çalışanına uygulanmıştır. Araştırmanın sonuçlarına göre, “zorlu durumlarla başaçıkma” birey-iş uyumu faktörü ile “işle ilgili hoşnutsuzluk” iş stresi faktörü arasında, “takım-odaklılık” birey-örgüt uyumu faktörü ile “kaçınma” iş stresi faktörü arasında, “kalite-odaklılık” birey-örgüt uyumu faktörü ile “işle ilgili hoşnutsuzluk” arasında ve ayrıca, “yüksek performansın takdir edilmesi” birey-örgüt uyumu faktörü ile “tükenme” iş stresi faktörü arasında olumsuz yönde anlamlı ilişkiler bulunmuştur. Ayrıca, bulgular “işarkadaşı desteği” ve “yönetici desteği” şartlı değişkenlerinin, birey-iş uyumu ile iş stresi faktörleri arasındaki ve birey-örgüt uyumu ile iş stresi faktörleri arasındaki ilişkileri etkilediğini ortaya koymuş, ancak bu etkileşim beklentilerin tersine, sosyal desteğin yüksek olduğu durumda meydana çıkmıştır. Sonuçlar, destekleyici literatür bulguları doğrultusunda tartışılmış ve gelecekteki araştırmalar için öneriler belirtilmiştir.
One of the challenges of worklife is the management of employee well-being against workplace stressors. Main causes of employee stress should be identified in order to manage stress effectively. As Person-Environment Fit Theory of job stress proposes, the congruence between an individual and his/ her environment is key in understanding job stress. Also, social support is deemed to be critical in coping with stress. This study was conducted to find the nature of the relationship between person-environment congruence and job stress, and also whether social support from co-workers and supervisors moderated this relationship. Person-environment congruence was assessed using two constructs: Person-job fit and person-organization fit. A 117-item questionnaire including Job Profile, Organizational Culture Profile, Social Support Instrument, Job Stress Instrument, and demographic questions was administered in a sample of 144 call center employees. The study findings revealed that there existed significant negative relationships between “managing difficult situations” (person-job fit) and “frustration about job” (job stress), between “team orientation” (person-organization fit) and “avoidance” (job stress), between “quality orientation” (person-organization fit) and “frustration about job”, and between “recognition of high performance” (person-organization fit) and “exhaustion” (job stress). The findings also supported the moderating effects of “co-worker support” and “supervisor support” on the relationships between person-job fit and job stress factors, as well as on the relationships between person-organization fit and job stress factors, although the nature of these effects were contrary to expectations. The results were discussed in terms of relevant literature findings and implications for future research.
One of the challenges of worklife is the management of employee well-being against workplace stressors. Main causes of employee stress should be identified in order to manage stress effectively. As Person-Environment Fit Theory of job stress proposes, the congruence between an individual and his/ her environment is key in understanding job stress. Also, social support is deemed to be critical in coping with stress. This study was conducted to find the nature of the relationship between person-environment congruence and job stress, and also whether social support from co-workers and supervisors moderated this relationship. Person-environment congruence was assessed using two constructs: Person-job fit and person-organization fit. A 117-item questionnaire including Job Profile, Organizational Culture Profile, Social Support Instrument, Job Stress Instrument, and demographic questions was administered in a sample of 144 call center employees. The study findings revealed that there existed significant negative relationships between “managing difficult situations” (person-job fit) and “frustration about job” (job stress), between “team orientation” (person-organization fit) and “avoidance” (job stress), between “quality orientation” (person-organization fit) and “frustration about job”, and between “recognition of high performance” (person-organization fit) and “exhaustion” (job stress). The findings also supported the moderating effects of “co-worker support” and “supervisor support” on the relationships between person-job fit and job stress factors, as well as on the relationships between person-organization fit and job stress factors, although the nature of these effects were contrary to expectations. The results were discussed in terms of relevant literature findings and implications for future research.