Relationship Model of Technostress and Ergonomics Risk Factors in Call Center Industry
Ryan Jeffrey P. Curbano
Ryan Jeffrey P. Curbano, Lyceum Philippines University Laguna.
Manuscript received on 05 April 2019 | Revised Manuscript received on 14 April 2019 | Manuscript Published on 24 May 2019 | PP: 68-73 | Volume-8 Issue-6S3 April 2019 | Retrieval Number: F10120486S319/19©BEIESP
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open-access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: He advancement of information and communication technology brings an innovative way of doing business and due to the rapid introduction of technology in the workplace may cause the organization to suffer technology stress. This study aimed to develop an interplay model of technostress and ergonomics risk factors in business process outsourcing industries. To achieve the objective of this study, a sample was conducted to 572 call center agents. After the data filtering process which involves the amputation of insincere responses, 383 research participants from different business process outsourcing industries. This study employed a quantitative descriptive survey method. The questionnaire underwent factor loading and reliability analysis. Structural equation modeling technique was used to test the relationship and predictive capabilities of the variables. Findings showed that ICT users experienced technostress due to information overload and technological advancement in the workplace. Moreover, the effect of technostress in workplace manifest in the emotional and physical aspect of the user. This study found out a significant predictor of technostress in work body posture and workplace design. Overall, the findings provide some insights for the managers of business process outsourcing industries on technostress and ergonomics risk factors in ensuring a healthy work environment through ergonomics intervention strategies.
Keywords: Technology Management, Technostress, Workplace, Ergonomics Risk Factor.
Scope of the Article: Knowledge Modelling, Integration, Transformation, and Management