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EFFECTS OF JOB STRESS ON WORK FAMILY
CONFLICT AND DEVIENT BEHAVIOR
By
MUHAMMAD ASADULLAH SHAH PIRZADA
Registration #: CIIT/MBO/FA11/041/LHR
SESSION: Fall 2011-2012
DEPARTMENT OF MANAGEMENT SCIENCES,
COMSATS Institute of Information & Technology,
Lahore.
2
EFFECTS OF JOB STRESS ON WORK FAMILY
CONFLICT AND DEVIENT BEHAVIOR
BY
MUHAMMAD ASADULLAH SHAH PIRZADA
Registration #: CIIT/MBO/FA11/041/LHR
SESSION: Fall 2011-2012
MBO 1.5 Research Project
In
Department of Management Sciences,
COMSATS Institute of Information & Technology,
Lahore.
3
COMSATS Institute of Information & Technology, Lahore.
EFFECTS OF JOB STRESS ON WORK FAMILY
CONFLICT AND DEVIENT BEHAVIOR
A Research Project Presented to COMSATS Institute of
Information &Technology, Lahore.
In Partial Fulfillment of the Requirements for the Degree of
Masters of Business Administration (MBA)
BY
MUHAMMAD ASADULLAH SHAH PIRZADA
Registration #: CIIT/MBO/FA11/041/LHR
2011-2012
4
EFFECTS OF JOB STRESS ON WORK FAMILY
CONFLICT AND DEVIENT BEHAVIOR
A Research Project presented to COMSATS institute of Information
Technology, Lahore in partial fulfillment of the requirements for the
degree of Masters of Business Administration (MBA) By Muhammad
Asadullah Shah Pirzada. Registration# CIIT/MBO/FA11/041/LHR
SUPERVISOR
Mr. Farhan Ahmad
Lecturer; Department of Management Sciences.
COMSATS Institute of Information & Technology, Lahore.
5
DECLARATION
This research paper is the only of its kind. The content in this research
paper has not been plagiarized from anywhere nor has it been taken from
any other existing project, within or outside COMSATS Institute of
Information Technology, Lahore. The material taken from any other
website or article or book has been mentioned in the references.
_________________
Muhammad Asadullah Shah Pirzada
Registration # CIIT/MBO/FA11/041/LHR
_________________
Mr. Farhan Ahmad
Lecturer; Department of Management Sciences
COMSATS Institute of Information &Technology, Lahore.
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DEDICATION
I dedicate this research project to my teacher Mr. Farhan
Ahmad for his guidance in each and every step of this research
project. I also dedicate this project to my loving parents whose
prayers have been source of determination and motivation for
me.
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ACKNOWLEDGEMENT
I would like to thank Mr. Farhan Ahmad for the continuous help that he
has provided me with throughout this research paper. I would like to
thank my parents whose prayers have been source of determination and
motivation for me. I would also like to thank the officials of the
organizations that I selected for my questionnaire analysis. Lastly, I
would like to thank CIIT LHR for offering such a valuable subject.
Surely, this will be helping us in many of our future projects.
8
Abstract:
The study was set out to investigate the effect of job stress on work family
conflict and deviant behavior. The effects of job stress that have been
examined under this study includes work load, home work interface, role
ambiguity and performance pressure. A sample of 50 call agents was taken.
The results shows that job stress affect work family conflict and deviant
behavior. Statistical tools used to determine the relationship between
variables. The histograms are used to depict the results observed by the study.
Findings indicate that factors like work load; performance pressure and
improper timing of job contribute towards work family conflict and which
subsequently leads employees use deviant behavior to avoid work. When
employees are over burden with work they fail to justify the role demands
both at work and family which leads employee towards job dissatisfaction.
Key Words Job Stress, Work Family Conflict, Deviant Behavior, Call
Centers
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Contents DECLARATION ....................................................................................................................... 5
DEDICATION ......................................................................................................................... 6
ACKNOWLEDGEMENT ........................................................................................................... 7
Abstract: ............................................................................................................................... 8
Chapter No. 1 ..................................................................................................................... 13
(Introduction) ..................................................................................................................... 13
1.0 Introduction: ................................................................................................................. 14
1.1 Problem Statement: ...................................................................................................... 18
1.2 Objectives of the study .................................................................................................. 19
1.3 Research questions ....................................................................................................... 19
Chapter No. 2 ..................................................................................................................... 20
(Literature Review) ............................................................................................................. 20
2.0 Job stress literature review ........................................................................................... 21
2.1 Work family conflict literature review ........................................................................... 22
2.2 Deviant behavior literature review ................................................................................ 23
2.3 Hypothesis .................................................................................................................... 24
2.4 Theoretical Framework ................................................................................................. 24
Chapter No. 3 ..................................................................................................................... 25
(Research Methodology) ..................................................................................................... 25
Methodology ...................................................................................................................... 26
Variable .............................................................................................................................. 26
3.1 Significance of this study ............................................................................................... 26
3.2 Sample and Sampling Techniques .................................................................................. 26
3.2.1 Sampling Method ....................................................................................................... 26
3.3 Measurement and Instrumentation .............................................................................. 27
3.3.1 Job Stress Scale: ......................................................................................................... 27
3.3.2 Validity job stress ....................................................................................................... 27
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3.3.3 Work Family Conflict scale .......................................................................................... 27
3.3.4 Validity Work Family Conflict ...................................................................................... 27
3.3.5 Deviant Behavior Scale ............................................................................................... 27
3.3.6 Validity Deviant Behavior ........................................................................................... 28
3.4 Data Collection Tools..................................................................................................... 28
3.5 Data collection: ............................................................................................................. 28
3.6 Sample Composition ..................................................................................................... 28
Table 1: Age ........................................................................................................................ 29
Table 2 Gender ................................................................................................................... 30
Table 3 Education ............................................................................................................... 31
Chapter No. 4 ..................................................................................................................... 32
(Results and Findings) ......................................................................................................... 32
4.0 Research Findings.......................................................................................................... 33
4.1 Table 1: Descriptive Statistics of Job Stress, Work Family Conflict and Deviant Behavior.33
4.2 Explanation of Mean value in table according to call center agent’s response ............... 33
4.2.1 Median value of job stress, work family conflict and deviant behavior explanation .... 34
4.2.2 Mode value of job stress, work family conflict and deviant behavior explanation ....... 34
4.3 Table 2: Explanation of Frequency, percent, valid percent and cumulative percent of job
stress variable according to data collected from call agents ................................................ 35
4.3.1 Frequency .................................................................................................................. 35
4.3.2 Percent ...................................................................................................................... 35
4.3.3 Valid percent .............................................................................................................. 35
4.3.4 Cumulative percent .................................................................................................... 35
4.4 Table 3: Explanation of Frequency, percent, valid percent and cumulative percent of
work family conflict variable according to data collected from call agents ........................... 36
4.4.1 Frequency .................................................................................................................. 36
4.4.2 Percent ...................................................................................................................... 36
4.4.3 Valid percent .............................................................................................................. 36
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4.4.4 Cumulative percent .................................................................................................... 36
4.5 Table 4: Explanation of Frequency, percent, valid percent and cumulative percent of
deviant behavior variable according to data collected from call agents ............................... 37
4.5.1 Frequency .................................................................................................................. 37
4.5.2 Percent ...................................................................................................................... 37
4.5.3 Valid percent .............................................................................................................. 37
4.5.4 Cumulative percent .................................................................................................... 37
4.6.1 Graphical Explanation of Job stress, Work family conflict and deviant behavior .......... 38
4.6.3 Deviant Behavior Histogram ....................................................................................... 40
4.7 Regression .................................................................................................................... 41
4.8 Table 6 ANOVA of Work Family Conflict and Job Stress.................................................. 41
4.9 Table 7 Coefficients of Work Family Conflict and Job Stress ........................................... 42
4.10 Table 8 Taking job stress as independent variable and deviant behavior as dependent
variable ............................................................................................................................... 42
4.11 Table 9 ANOVA of Work Family Conflict and Job Stress ................................................ 43
4.12 Table 10 Coefficients of Work Family Conflict and Job Stress ....................................... 43
4.13 Discussion: .................................................................................................................. 44
4.14 Limitations of the study ............................................................................................... 45
Chapter No. 5 ..................................................................................................................... 46
(Conclusion and Recommendations) ................................................................................... 46
5.1 Conclusion .................................................................................................................... 47
5.2 Recommendations ........................................................................................................ 48
APPENDIX ........................................................................................................................... 49
REFRENCES ......................................................................................................................... 52
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List of Tables
Table 1: AGE ....................................................................................................................... 29
Table 2: GENDER ................................................................................................................. 30
Table 3: EDUCATION ........................................................................................................... 31
Table 4: DESCRIPTIVE STATISTICS OF JS,WFC,DB .................................................................. 33
Table 5: FREQUENCY JS ....................................................................................................... 35
Table 6: FREQUENCY WFC ................................................................................................... 36
Table 7: FREQUENCY DB ...................................................................................................... 37
Table 8: MODEL SUMMARY JS AND WFC ............................................................................. 41
Table 9: ANOVA JS AND WFC............................................................................................... 41
Table 10: COEFFICIENTS JS AND WFC .................................................................................. 42
Table 11: MODEL SUMMAY JS AND DB ................................................................................ 42
Table 12: ANOVA JS AND DB ............................................................................................... 43
Table 13: COEFFICIENTS JS AND DB ..................................................................................... 43
13
Chapter No. 1
(Introduction)
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1.0 Introduction:
The model which is chosen for the research study is based on three variables.
1. Job stress
2. Work family conflict
3. Deviant behavior
Where job stress is independent variable and work family conflict, deviant
behavior is dependent variable. Depression, divorce and work family conflict
are being the common fact in Pakistan amongst young professionals. The
reason for this is stress. Stress has physical and emotional effects on us and
can create positive or negative feelings. As a negative pressure, it can result in
feelings of distrust, rejection, anger, and depression and this will lead to many
health problems. The targeted population for this research study is Call center
agents in Lahore Pakistan. Different research gave different definitions of job
stress for example. United States national institute of occupational safety and
health (1999) written that job stress can be defined as the harmful, physical
and emotional response that accrues when the requirement of the job do not
match with the capabilities, recourses or needs of the worker. Job stress can
lead to poor health and even injury.
The main purpose of the above model is to find affect of job stress on work
family conflict and deviant behavior. In most studies researchers linked job
stress with health, poor performance and productivity but little work was done
on job stress, work family conflict and deviant behavior. Job stress is the most
discussed topic by researchers in any organization. Stress affects workers at
their work place, outside work place and their health Bhagat, Allie, & Ford,
(1991). There are so many causes of job stress in which work load is at above.
According to research study mostly employees get stress due to extra work.
They face a conflict of work with their family life. Timing is also important
factor of work stress mostly in call centers the timing starts at night. After
some time they start getting stress from this. According to research survey
other health problems, also highlighted, included loss of voice, loss of hearing
and, when a sudden burst of noise causes hearing difficulties Moore
(2001).These all work stress factors leads employees to work family conflict.
15
United Kingdom health and safety commission London written that stress is
the reaction people have to excessive pressure or other types of demand placed
on them Managing stress at work, (1999).
As discussed above that major stress factor at call centers are work load, role
ambiguity and timing problem. When call agents get high work load then they
didn’t get spare time to spend it with their family and due to work stress their
family life is disturbed. Same in timing of job mostly in call canters timing
starts from night after some days call agents start getting stress because they
work at night and sleep in day time which affect their family life.
When demands from family and work were equally mismatched and meeting
demands of one field created difficulties in meeting demands of other field, it
led to work-family conflict Gary, (1991). Work only collides with family life
when it is over or the timing is not proper the term, work-family conflict
generally refers to the inter-role conflict in which the role demands from work
are incompatible with role demands from family Beutell & Greenhaus, (1985)
More specifically, the relationship between work and family has been
conceptualized as a bi-directional construct where work roles affect family
roles and vice versa Gutek, Searle, & Klepa, (1991). Work family conflict is
mostly common in female employers because it is difficult for them to manage
job and family at a time. In females some are married and some are unmarried
mostly unmarried females manage their work and family but married women
always face difficulties in managing work and family.
On the other hand male employees also face difficulty in managing work and
family because mostly they have work load and due to that they are unable to
give time to their families. In terms of emotions, the two most commonly
measured signs of psychological distress stemming from work-family conflict
are anxiety and depressed mood Grimshaw, (1999).
Work-family conflict means a conflict of work and family interrelated roles
Greenhaus & Beutell, (1985). This shows that work and family are interrelated
with each other. Work family conflict issue is now most discussed issue in
organizations because there is continuous change in the organizations as well
as individuals life. These changes create work-family conflicts that have effect
16
for both employee and organization because work family conflict spillover
creates disturbance in both domains work and family.
The other main cause of work family conflict is taking job work at home.
Some of work related factors are working shifts, sudden transfer, frequent
overtime, and working hour changes which increase conflict risk. As
employees are the major asset of any organizations that’s why now
organizations are trying to retain their employees. Mostly turnover of
employees is due to work family conflict .This study is designed to examine
the affects of Job stress on work family conflict and deviant behavior by
taking job stress as an independent variable with work family conflict and
deviant behavior as a dependent variable.
Deviant behavior is basically the response of the employees towards the
situation at the organization. This response will be in positive or negative
form. Positive form includes employees will work hard for the organization
and negative response includes employees lame excuses, back biting, sue side,
absentees etc. Different research is done by many researchers on this behavior
of employees and they gave different definitions. Heritage, (2000) Defined
deviate as “to depart, as from a norm, purpose, or subject,” whereas deviant
(noun) is “one that differs from a norm, especially a person whose behavior
and attitudes differ from accepted social standards”.
Academic researchers originally defined workplace deviance as employee
behaviors that break important organizational norms and threaten to damage
the organization or members of the organization Bennett & Robinson, (1995),
from the above definition the researcher explains that negatively deviant
behavior is against the norms of the organization. Mostly employees use the
deviant behavior at work place due to work stress or they think that the
manager is giving favor to others workers and not him. When employee starts
feeling like this then he starts damaging the organization property and also
fight with other employees.
17
Deviant behavioris said to consist of voluntary acts that break major
organizational norms and threaten the welfare of the organization or its
members Roland E. Kidwell & Martin (2001) identified the following types of
deviant behavior production (damaging quantity and quality of work),
property (abusing or stealing company property), political (badmouthing
others or spreading rumors), and personal aggression (being hostile or violent
toward others) these are the deviant behaviors which are mostly used by the
employees in the organization.
Then the results will be discussed according to the response of the call agents
that whether job stress affects work family conflict and deviant behavior.
Deviant behavior is also called counterproductive behavior according to
Sackett, (2002) Counterproductive behavior is seen as an element of job
performance and includes phenomena such as theft, property destruction,
misuse of information, unsafe behavior, poor attendance, and poor quality
work.
There are different types of deviant behavior like. Antisocial behavior brings
harm or is intended to bring harm to an organization, Counterproductive
behavior decrease the productivity of the organization by damaging the
organization property. Dysfunctional behavior occurs when employees
commit acts that have negative consequences for an individual within an
organization and Organizational misbehavior is a deliberate act by
organizational members that violates basic organizational and/or societal
norms. These all are deviant behaviors which are acted by the employees.
Some employee’s deviant behavior is situation based and some deviant
behaviors are due to job stress and this is the major work of this study.
18
1.1 Problem Statement:
In Pakistan job stress is very common problem this study is basically designed to
check how call agents response when they feel they are stressed by the job demand.
Reponses of call agents is measured by two variables work family conflict and
deviant behavior.
Study is designed to examine the magnitude of job stress on work family conflict and
deviant behavior which discovered the factors lead them to use deviant behavior.
Which creates disturbance at work place arising conflicts among co workers and
break organizational code of ethics.
The major cited reason is excessive work load on employees which demands more
efforts leading them to anxiety and stress which subsequently arise work family
conflict due to mental disturbance experienced at work This study will also find the
out comes when job stress conflict with family life and uses of deviant behavior due
to job stress.
19
1.2 Objectives of the study
The objective of this study is to develop a better understanding about how job stress
affect work family conflict and what the relationship between job stress and deviant
behavior is among call centre agents Pakistan. As a whole the objective of this study
is to identify the important factors of job stress due to which call agents feel that their
job work is conflicting with their family life and then factors of job stress due to
which call agents use deviant behavior at work place.
Basically this study was proposed as a limitation study where data was collected
through job stress, work family conflict and deviant behavior questionnaire.
The objectives of present study are as follows.
1. To study the effect of job stress on work family conflict.
2. To study the way deviant behavior is effected by job stress.
1.3 Research questions
1. How job stress affect work family conflict
2. What is the relationship between job stress and deviant behavior
20
Chapter No. 2
(Literature Review)
21
2.0 Job stress literature review
Job Stress is basically the negative effects of excessive pressure or other types of
demand placed on employees at work. Stress is not a disease it is a state, but if stress
becomes excessive disease for a very long time then it effects on mental and physical
health. According to Safety, (1999) work stress is defined as the harmful physical and
emotional responses that occur when job requirements do not match the worker’s
capabilities, resources, and needs. Managing work related stress is very much
important for any organization because due to this employees will not do work
properly and this will lead the organization towards loss as Palmer, Stephen, Cooper,
& Thomas, (2004) described in his research related to job stress that stressed workers
are also more likely to be unhealthy, poorly motivated, less productive and less safe at
work and their organizations are less likely to succeed in a competitive market.
Job stress is also called work related stress some
studies show that management role is also very important for job stress Kahn &
Quinn, Stress in organization. Role Stress, (1970) have found in their research that
workers in an organization can face occupational stress through the role stress that the
management gave role stress means anything about an organizational role that
produces unfavorable cost for the individual. There is a strong relationship between
work stress and home many researchers did research on this as Alexandros-Stamatios,
(2003) have found in their research that home-work interface can be known as the
overlap between work and home; the two way relationship involves the source of
stress at work affecting home life and vice versa affects of seafaring on home life,
demands from work at home, no support from home, absent of stability in home life.
It asks about whether home problems are brought to work and work has a negative
impact on home life.
Multiple task performance is also reason of job
stress many studies have been found on this as Cascio, (1995) and Quick (1997)
founded in their research that rapidly changing global scene is increasing the pressure
of workforce to perform maximum output and enhance competitiveness. Indeed, to
perform better to their job, there is a requirement for workers to perform multiple
22
tasks in the workplace to keep side by side of changing technologies. Townley, (2007)
in his study indicates that the majority of the workers were unhappy with the current
culture where they were required to work extended hours and manage with large
workloads while simultaneously meeting production targets and deadlines.
2.1 Work family conflict literature review
Work family conflict is the major issue in most of the countries as well as in Pakistan
also. Work family conflict occurs when work interfere with family life, like irregular,
or inflexible work hours, work overload. Work family conflict occurs when work
related demands interfere with home responsibilities and Family work conflict arises
when family responsibilities impede work activities both types of conflict (WFC and
FWC) have been negatively related to employees’ satisfaction Neteyer, (1996). In
order to reduce work family conflict organization should be supportive because
Supportive work-family culture has important effects on family satisfaction and job
satisfaction, Organizational support for work-family issues is an important factor in
reducing work family conflict Gordon,( 2007).
When work and home spill over into one another, conflict can arise. This is known as
work-family conflict Kahn, Wolfe, Quinn, Snoek, & Rosenthal, (1964). There are two
types of work family conflict one is work on family conflict and family on work
conflict. Role strain is a potential antecedent of Work on Family Conflict. Role strain
arises when a worker’s responsibilities and duties are vague, ill-defined, and
ambiguous, J & Knepper, (1993)
Almost in all organization employees want to
participate full but some organizations allow employees to take part in decision of
organization. This will lead to job stress and job stress will lead towards work family
conflict as Hepburn, Lovrich(1987), & Wilson, (1994) mentioned in their research
that lack of decision-making has been found to be positively associated with job
stress. Work family conflict correlated with number of working hours and family
work conflict correlated with number of children living at home Netemeyer et al,
(1996). In examining potentially stressful working conditions, it has been suggested
that these conditions may have implications beyond an individual worker’s well being
and that their effects can spill over into one’s life at home Westman, (2001). It has
23
been well established that long work hours, working evenings and weekends and
inflexible schedules exacerbate work-family tensions MacDermid, (1994).
2.2 Deviant behavior literature review
Employee’s behavior at work generally can be characterized as either contributing to
organizational goal or contributing to employee’s goal. In order to maintain good
workplace behavior employee should align their goals with organization goals. If
employee didn’t align their goals with organization then this will lead towards work
stress or job stress. Employee’s behavior can be described as good soldiers, smooth
operators and saboteurs. Good soldiers take the organization goals as their own where
as smooth operators give first priority to their own goals and the organizational goals
and saboteurs are those who neither adopt organizational goals nor their own goals
Hodson (1991).
Counterproductive workplace behavior is that which harms organization.
Counterproductive workplace behavior refers to behavior by employees that harms an
organization or its members Spector & Fox, (2002) and includes acts such as theft,
verbal abuse, withholding of effort, lying, refusing to cooperate.
Other workplace behavior is deviant
behavior. There are two types of deviant behavior interpersonal and organizational.
Interpersonal includes racial against other co worker. Organizational deviance means
lying about the number of hours worked, ignoring a supervisor etc Aquino, Lewis, &
Bradfield, (1999). Researchers gave different names to counterproductive workplace
behavior like organizational aggression by Neuman& Baron, (1998); antisocial
behavior by Giacalone & Greenberg, (1997), delinquency by Hogan & Hogan,
(1989), deviance by Hollinger, (1986) and Robinson & Bennett, (1995). Researchers
also mentioned that all these counterproductive behavior are related to job stress
Spector and Fox (1998) developed a job stress model that suggests these behaviors are
responses to job stress at work. Organization injustice is also a cause of job stress
which leads to counterproductive action according to researchers. Cropanzano &
Baron, (1991) linked injustice to emotions and workplace conflict.
24
Skarlicki & Folger, (1997) Summarized research that indicates employees may
respond to perceptions of unfair treatment with negative emotions, such as anger,
offend, and dislike (Zohar, (1995) specifically demonstrated the role of organizational
justice in the job stress process as a role stressor. Above literature review shows that
counterproductive actions or deviant behavior are positively related to job stress. Job
stress leads employees to do these actions.
2.3 Hypothesis
The hypothesis for this study is based on above three variables. Purpose of the study
is to find out
H1: Job stress leads to work family conflict
H2: Deviant behavior is adopted by job stress
2.4 Theoretical Framework
Research is based on two major variables that are affected by job stress. Work family
conflict and deviant behavior.
Dependent Variable Independent variable
Work Family
Conflict
Deviant behavior
Job Stress
25
Chapter No. 3
(Research Methodology)
26
Methodology
In this chapter research methodology is explained. First of all survey methodology is
discussed then target population then measurement tools which are used for this study
Variable
Dependent variable
Work family conflict, Deviant behavior
Independent variable
Job Stress
3.1 Significance of this study
Significance of this study is to find out whether job stress is affecting work family
conflict and deviant behavior among the call agents of selected call centers.
3.2 Sample and Sampling Techniques
Targeted population for this research study is call centers located in Lahore. There are
maximum number of call center in Lahore but only 2 call centers were included as a
targeted population Total 90 questionnaire was distribute out of which 50 call agents
gave the response . Non probability sampling technique was used to conduct the
research. Non probability sample technique includes the selection of elements from a
population using non random procedures. Convenience sample was used for setting
the selection criteria. Convenience sample includes non random selection of subjects
based on their availability.
3.2.1 Sampling Method
Current study is based on quantitative investigation based on survey methodology.
Surveys methods are basically used for collection of data then interpretation of that
data. Survey was conducted through questionnaires which were categorized as.
1. Job stress (4 items)
2. Work family conflict (5 items)
3. Deviant behavior ( 14 items)
27
3.3 Measurement and Instrumentation
Previously developed measures are used for this study.
All items were “5-Point Likert Scale i.e [5] = Strongly Agree, [4] = Agree, [3]=
Neutral, [2]= Disagree & [1]= Strongly Disagree
3.3.1 Job Stress Scale:
This measure was developed by Parker (1983) and Decotiis (1983). The measure uses
4 items to measure job stress the items measure improper timing.
3.3.2 Validity job stress
Job stress was negatively correlated with organizational commitment and job
satisfaction and positively related with role ambiguity and over load Jamal & Baba,
(1992). Responses are obtained using a 5 point likert – type scale where 1 = strongly
disagreement and 5= strongly agreement. Out of 23 questions 4 questions are used for
job stress.
3.3.3 Work Family Conflict scale
This measure was developed by Netemeyar, (1996). The measure uses 5 iteams to
measure work family conflict.
3.3.4 Validity Work Family Conflict
Work family conflict negatively correlated with job satisfaction and life satisfaction
and positively correlated with job tension, job stress. Work family conflict correlated
positively with number of hours worked Netemeyer et al., 1996). Responses are
obtained 5 point likert type.
3.3.5 Deviant Behavior Scale
This measure was developed by Aquino, Lewis and Bradfield (1999), the measure
uses 14 items to measure deviant behavior of employees the item measure ethnic or
racial slur against co workers. Calling in sick when not really ill, lying about the
number of hours worked, or purposely ignoring supervisor’s instructions.
28
3.3.6 Validity Deviant Behavior
Organizational deviance correlated positively with employee negative effect.
Organizational deviance correlated negatively with interactive justice Aquino, Lewis,
& Bradfield, (1999). Responses are obtained using 5 point likert type scale.
3.4 Data Collection Tools
For the purpose collecting data, developed questionnaire was used for job stress by
Parker (1983) and Decotiis (1983). Work family conflict Netemeyar, (1996). and
deviant behavior Aquino, Lewis and Bradfield (1999),
3.5 Data collection:
In order to collect data firstly permission was taken from the manager of the call
center company. Data is collected in two shifts 1 in the morning shift and 2nd
in the
night shift. Permission was taken from both morning and night shift manager. Total
90 questionnaire was distribute out of which 50 response were collected. As targeted
population is call agents in call centers that’s why fist research questionnaire was
described to the respondents and promise was given to the employees that all
information will only be used for the academic purpose nothing will be disclosed.
After that paper based questioners was given to call agents some filled the
questionnaire at once while other took some time to fill up the questionnaire. Data
was collected from the two main call centers of Lahore.
3.6 Sample Composition
Information about demographic has been collected from questionnaire filled by call
centre agents. Demographic information related to respondents includes organization
size, age, gender, education and ownership.
29
3.6.1 Sample Composition by Age
Table 3.1 shows the age of the respondents.
Table 1: Age
Frequency Table Table 1: AGE
Age 3.1
Valid Frequen
cy
Percent Valid
Percent
Cumulative
Percent
22 4 8.0 8.0 8.0
23 7 14.0 14.0 22.0
24 14 28.0 28.0 50.0
25 10 20.0 20.0 70.0
26 8 16.0 16.0 86.0
27 2 4.0 4.0 90.0
28 3 6.0 6.0 96.0
30 1 2.0 2.0 98.0
31 1 2.0 2.0 100.0
Tota
l 50 100.0 100.0
In the above graph most of the respondents belong to age group 24 and 25
Accumulating the frequency percentage of 28 and 20% respectively
30
3.6.2 Sample Composition by Gender
Table 3.1 shows gender segregation of respondents of present study.
Table 2 Gender
Table 2: GENDER
Gender 3.2
Valid Frequen
cy
Percent Valid
Percent
Cumulative
Percent
Male 41 82.0 82.0 82.0
Femal
e 9 18.0 18.0 100.0
Total 50 100.0 100.0
Above graph showing that most of the respondents were male because the call centers
operate at night so it is quite obvious the less number of female employees are the
result of cultural problem associated night jobs for female. As graph showing 82% of
the respondents were male.
31
3.6.3 Sample Composition by Education
Table 3.3 shows gender segregation of respondents of present study.
Table 3 Education
Table 3: EDUCATION
Education 3.3
Valid Frequency Percent Valid Percent Cumulative
Percent
Bachelor 44 88.0 88.0 88.0
Master's 6 12.0 12.0 100.0
Total 50 100.0 100.0
Education was also the part of demographic. Above graph showing that mostly
employees at call centers were at least bachelor degree. Among all 82% employees
have bachelor degree and only 12% have master degree.
32
Chapter No. 4
(Results and Findings)
33
4.0 Research Findings
4.1 Table 1: Descriptive Statistics of Job Stress, Work Family
Conflict and Deviant Behavior.
Table 4 Descriptive
Table 4: DESCRIPTIVE STATISTICS OF JS,WFC,DB
JS WFC DB
VALID 50 50 50
MEAN 4.00 4.25 3.8
MEDIAN 4.32 4.00 4.00
MODE 4.00 3.75 4.21
STD. DEVIATION .7341 .6184 .5919
4.2 Explanation of Mean value in table according to call center
agent’s response
Questioner was conducted for job stress, work family conflict and deviant behavior in
which there were total 23 questions.
4 Questions for job stress
5 for work family conflict
14 for deviant behavior.
Targeted population was call centers agents and data was collected from 2 different
call centers during moring and night shifts. Sampling size was 50. Questioner was
developed on LikertType scale. Statistical tolls are applied to find out values from the
questioner data.
As in the above given data N shows the number of total questioners which were 50.
The mean, or average, is calculated by adding up the scores and dividing the total by
the number of scores.
The mean value of job stress is 4 .On likert scale 4 = agree. This shows that job stress
plays important role in call agents life. They are agreeing that there is a positive
relation between job and stress.
34
There were total 5 different questions for work family conflicts section. 5 point likert
scale is used to get the response of call agents. Mean value of work family conflict is
4.25. Call agents gave positive response towards work family conflict. They are
agreeing that work family conflict arises due to job stress.
Last variable of the research study is Deviant behavior. This behavior is negatively
behavior from the employee’s side. Mean value of deviant behavior is 3.8. This shows
that call agents are agreeing on using deviant behavior due to job stress
4.2.1 Median value of job stress, work family conflict and deviant
behavior explanation
Median is a mathematical result which indicates that one half of the group is higher
and one half lower. It is basically the middle value of the observation. Median value
of job stress section is 4 and on Likert scale 4 = agree. Same in work family conflict
median value is 4.
Most call agents were agreeing that due to job stress their work family conflict arise.
4.2.2 Mode value of job stress, work family conflict and deviant
behavior explanation
The mode is the number that appears most often in a set of numbers. Mode value for
job stress is 4. This shows that 4 responses appears maximum time. Mode value of
wok family conflict is also 4 after rounding up. Same as job stress targeted population
agree that their work family conflict arise due to job stress. Mode value of deviant
behavior in the table is 4 after rounding down. This shows positive response.
35
4.3 Table 2: Explanation of Frequency, percent, valid percent and
cumulative percent of job stress variable according to data
collected from call agents
Table 5 Job Stress
Table 5: FREQUENCY JS
Valid Frequency Percent Valid percent Commutative
1.00 2 6.0 6.0 6.0
2.00 5 16.0 16.0 22.0
3.00 14 26.0 26.0 48.0
4.00 24 42.0 42.0 90.0
5.00 5 10.0 10.0 100.0
Total 50 100 100
4.3.1 Frequency
Frequency of a particular data value is the number of times the data value occurs. In
the above job stress table there are different frequency values. Option 4.00 in table
accrues maximum time. Which means that call agents were agree that job stress affect
their life.
4.3.2 Percent
The maximum percentage represents the maxim response from the call agents like in
the above table the maximum percentage is 42% for option 4.00.
4.3.3 Valid percent
Valid percentage it uses only those who responded to the question. This is normally
used for all data analysis. This column is also showing the maximum response which
is 42% for option 4.00. Which means that call agents were agree that job stress affect
their life.
4.3.4 Cumulative percent
When adding the valid percent column together row by row, you get the
corresponding cumulative percentage. Table showing that option 4.00 accrued
maximum time as cumulative percent is 90.0.
36
4.4 Table 3: Explanation of Frequency, percent, valid percent and
cumulative percent of work family conflict variable according to
data collected from call agents
Table 6 Work family conflict
Table 6: FREQUENCY WFC
Valid Frequency Percent Valid percent Commutative
2.00 3 16.0 16.0 16.0
3.00 19 30.0 30.0 46.0
4.00 24 51.0 51.0 97.0
5.00 4 3.0 3.0 100.0
Total 50 100.0 100.0
4.4.1 Frequency
According to the table Option 4 = agree repeated maximum time
4.4.2 Percent
The maximum percentage represents the maxim response from the call agents. Like in
the above table the maximum percentage is 51% for option 4.00 = agree. This option
accrued 24 times which means that call agents were agree that due to job stress work
family conflict arises.
4.4.3 Valid percent
Valid percentage uses only those who responded to the question. This is normally
used for all data analysis. This column is also showing the maximum response which
is 51% for option 4.00 = agree. This shows call agents were agree that job stress affect
their family life and due to job stress work family conflict arises.
4.4.4 Cumulative percent
When adding the valid percent column together row by row, you get the
corresponding cumulative percentage. Table showing that option 4.00 = agree accrued
maximum times as cumulative percent is 97.0.
As a whole call agents feels that there is positive relationship between job stress and
work family conflict.
37
4.5 Table 4: Explanation of Frequency, percent, valid percent and
cumulative percent of deviant behavior variable according to
data collected from call agents
Table 7 Deviant Behavior
Table 7: FREQUENCY DB
Valid Frequency Percent Valid percent Commutative
1.00 1 2.0 2.0 2.0
2.00 10 22.0 22.0 24.0
3.00 15 35.0 35.0 59.0
4.00 24 41.0 41.0 100.0
Total 50 100.0 100.0
4.5.1 Frequency
Response 4.00 accrued maximum time. Which shows that call agents were agreeing
about using of deviant behavior due to job stress.
4.5.2 Percent
The maximum percentage represents the maxim response from the call agents. Like in
the above table the maximum percentage is 41% for option 4.00 = agree. This option
accrued 24 times which means that call agents were agreeing that they use deviant
behavior due to job stress. .
4.5.3 Valid percent
This column also showing that response of call agents towards agree.
4.5.4 Cumulative percent
When adding the valid percent column together row by row, you get the
corresponding cumulative percentage this is already discussed above. Table showing
that option 4.00 = agree accrued maximum.
38
4.6 Histogram Explanation
4.6.1 Graphical Explanation of Job stress, Work family conflict and
deviant behavior
Job stress
Job stress bar chart explanation
This is basically the graphically representation of the frequency and the job stress. As
already discussed in the explanation of job stress we can now easily see that how the
graph line is moving upward between 4 to 5 options. On Likert Scale the 4 option
represents agree and the 5 option represents completely agree. As a whole call agents
feel that stress is positively related with job.
39
4.6.2 Work family conflict Histogram
Work family conflict bar chart explanation
Now comparison of work family conflict with job stress. Maximum response of call
agents in this section can be clearly seen from the bar chart on the left side there are
frequency values and on the bottom there are work family conflict response from call
agents. Graph showing that 4.00 = agree have maximum frequency. So according to
the data it is easily understandable that call agents agree that there is a positive
relationship between work family conflict and job stress.
40
4.6.3 Deviant Behavior Histogram
Maximum response of call agents in this section can be clearly seen from the bar chart
on the left side there are frequency values and on the bottom there are deviant
behavior response from call agents. Graph showing that 4.00 = agree have maximum
frequency. So according to the data it is easily understandable that call agents agree
that their use of deviant behavior is due to job stress.
41
4.7 Regression
4.7.1 Table 5 Taking job stress as an independent variable and work family
conflict as a dependent variable
Table 8: MODEL SUMMARY JS AND WFC
Table 8 Model Summary
Model R R Square Adjusted R
Square
Std. Error of
the Estimate
1 .320a .102 .089 .729
a. Predictors: (Constant), JS
Above regression model shows the value of adjusted R-square 0.089 which indicates
9% variation exist in the model of job stress and work family conflict. This shows that
9% of work family conflict is explained by job stress.
4.8 Table 6 ANOVA of Work Family Conflict and Job Stress
Table 9: ANOVA JS AND WFC
Table 9 ANOVAa
Model Sum of
Squares
df Mean Square F Sig.
1
Regression 4.179 1 4.179 7.871 .007b
Residual 36.631 69 .531
Total 40.810 70
a. Dependent Variable: WFC
b. Predictors: (Constant), JS
ANOVA (Analysis of variance test statistics) indicates that the model is significant.
The ANOVA shows that Job stress is significantly affects dependent variable where
(F= 7.781) (Sig 0.007).
42
4.9 Table 7 Coefficients of Work Family Conflict and Job Stress
Table 10: COEFFICIENTS JS AND WFC
Table 10 Coefficientsa
Model Unstandardized
Coefficients
Standardized
Coefficients
t Sig.
B Std. Error Beta
1 (Constant) 2.086 .546 3.820 .000
JS .450 .161 .320 2.806 .007
a. Dependent Variable:WFC
From above regression model we can observe that both job stress and work family
conflict are significant where p=.000 and 0.007 respectively variables formulating the
following regression equation as work family conflict= 2.086+0.450 (Job stress). The
beta coefficients tell how strongly the independent variable associated with the
dependent variable is. This shows that 1 unit of job stress effect 2.086+0.450 unit of
work family conflict.
4.10 Table 8 Taking job stress as independent variable and
deviant behavior as dependent variable
Regression
Table 11: MODEL SUMMAY JS AND DB
Table 11 Model Summary
Model R R Square Adjusted R
Square
Std. Error of
the Estimate
1 .432a .186 .175 .582
a. Predictors: (Constant), JS
Above regression model the value of adjusted R-square 0.175 which indicates 18%
variation exist in the model of job stress and deviant behavior. This shows that 18% of
deviant behavior is explained by job stress.
43
4.11 Table 9 ANOVA of Work Family Conflict and Job Stress
Table 12: ANOVA JS AND DB
Table 12 ANOVAa
Model Sum of
Squares
df Mean Square F Sig.
1
Regression 5.350 1 5.350 15.810 .000b
Residual 23.348 69 .338
Total 28.697 70
a. Dependent Variable: DB
b. Predictors: (Constant), JS
ANOVA (Analysis of variance test statistics) indicates that the model is significant.
The ANOVA shows that independent variables job stress is significantly related with
deviant behavior where (F= 15.810) (Sig 0.000).
4.12 Table 10 Coefficients of Work Family Conflict and Job Stress
Table 13: COEFFICIENTS JS AND DB
Table 13 Coefficientsa
Model Unstandardized
Coefficients
Standardized
Coefficients
t Sig.
B Std. Error Beta
1 (Constant) 1.936 .436 4.441 .000
JS .510 .128 .432 3.976 .000
a. Dependent Variable: DB
From above regression model we can observe that both job stress and deviant
behavior are significant at 0.01 level where p=.000 in both variables formulating the
following regression equation as deviant behavior= 1.936+0.510 (job stress). This
shows that 1 unit of job stress effects 1.936+0.510 units of deviant behavior.
44
4.13 Discussion:
When demands from family and work were equally mismatched and meeting
demands of one field created difficulties in meeting demands of other field, it led to
work-family conflict Gary, (1991). Work only collides with family life when it is over
or the timing is not proper the term, work-family conflict generally refers to the inter-
role conflict in which the role demands from work are incompatible with role
demands from family Beutell & Greenhaus, (1985). More specifically, the
relationship between work and family has been conceptualized as a bi-directional
construct where work roles affect family roles and vice versa Gutek, Searle, & Klepa,
(1991). Through regression analysis between job stress and work family conflict it
was evident that job stress is significant contributer towards work family conflict. As
it was discussed by Beutell & Greenhaus, (1985). In call centers timing starts at night
that is why employees have to take rest during day time creating un avoid able
circumstances which leads towards work family conflict as it was discussed by
Beutell & Greenhaus, (1985). Hence it is observed during the study that job stress can
bring conflict in work and family life.
Academic researchers originally defined workplace deviance as employee behaviors
that break important organizational norms and threaten to damage the organization or
members of the organization Bennett & Robinson, (1995). Deviant behavior is said to
consist of voluntary acts that break major organizational norms and threaten the
welfare of the organization or its members Roland E. Kidwell & Martin (2001). Fox
(1998) developed a job stress model that suggests deviant behaviors are responses to
job stress at work. Organization injustice is also a cause of job stress which leads to
counterproductive action according to researchers. Cropanzano & Baron, (1991)
linked injustice to emotions and workplace conflict. Through regression analysis
between job stress and deviant behavior it was evident that job stress is significant
contributer towards using deviant behavior as discussed by Fox (1998). From study it
was found that deviant behavior can cause disturbance at work and hampers the
organizational healthy working environment which cause trouble for co workers as
discussed by Roland E. Kidwell & Martin (2001). Hence it is observed during the
study that job stress can lead employees to use deviant behavior which effects not
only other employees but over all organizational working enviroment.
45
4.14 Limitations of the study
The outcomes of this research are associated with samples taken from call centers
operating in. More research needs to be carried out to broaden the scope of the
research topic due to prevailing dynamics of different business environment with
respect to country where it has operations.
Sample size of the study was relatively smaller due to fewer numbers of
complete responses, taking that in to account the research has adequate
representation of target population.
In depth studies should be conducted to discover the organizational practices
and facilities provided to employees and allocation of adequate recourses with
respect to training of work force.
Lack of time implies convenience sampling to be used as the first choice
which might lead to bias but all possible efforts are made to avoid any bias.
46
Chapter No. 5
(Conclusion and Recommendations)
47
5.1 Conclusion
The study showed the significant affect of job stress on work family conflict and
deviant behavior faced by call centre agents. Based on the above analysis the study
has generally found that job stress is affecting WFC and deviant behavior.
Specifically it was observed that job stress leads to work family conflict and deviant
behavior observed during regression analysis.
A large number of respondent somewhat reflects to be involved in deviant behavior to
avoid job stress as mean of avoidance work family conflict all the above findings
show that there is a significant relationship of job stress with work family conflict and
deviant behavior. Since the call centers operating in Pakistan works mostly with USA
and Canadian based companies as out sourcing service provider where it is
noteworthy to consider the time zone difference between Pakistan and North America
which is the cause for call centers in Pakistan to operate at night to facilitate the
clients residing in USA and Canada.
As hypothesis for this research were to find out significant relationship of job stress
with work family conflict and job stress with deviant behavior among call centre
agents so the results show that there is a significant relationship of job stress with
work family conflict and deviant behavior.
Both of the proposed hypotheses in study shows significant impact on job stress, work
family conflict and deviant behavior.
48
5.2 Recommendations
This study has found that job stress is most significant factor lead towards work
family conflict and deviant behavior. Call centre operating in Pakistan should
incorporate work load management and stress management initiative as part of their
operating strategies. Since most of call centers witness higher employee turnover.
Due to excessive pressure of quality control mechanism designed by call centers
employees get very little or no break in between calls which leads them to over stress
causing them to indulge in deviant behavior. Call centers should not only focus on
financial performance of the firm but the non financial performance should be
considered while designing call quality control strategy. Adequate breaks and stress
management techniques should be deployed due to unnatural demands of the job.
Affective stress management will minimize the collision of work and family. The
study indicated some improvements regarding stress management, work family
conflict and deviant behavior so that it can mutually beneficial for organization and
employees.
49
APPENDIX
50
I am Muhammad Asadullah Shah Pirzada doing MBA from Comsats Institute of
Information & Technology Lahore and this questionnaire is related to my research
project Effects of Job Stress on Work Family Conflict and Deviant Behavior. I am
highly appreciative for your time devotion and effort to fill this questionnaire.
Please indicate your agreement with each of following statements from 1 to 5.
1 “strongly disagree” 2 “disagree” 3 “neutral” 4 “agree” 5 “strongly
agree”
Com
ple
te
ly
Dis
agree
Dis
agre
e
Neu
tral
Agree
Com
ple
te
ly A
gree
Job Stress 1 2 3 4 5
1 Working here makes it hard to spend enough with my family
2 Working here leaves little time for other activities
3 I frequently get the feeling I am married to the company
4 I spend so much time at work , I can’t see the forest for the trees
Work Family Conflict 1 2 3 4 5
1 The demands of my work interfere with my home family life
2 The amount of time my job takes up makes it difficult to fulfill family responsibilities
3 Things I want to do at home do not get done because of the demands my job puts on me
4 My job produces strain that makes it difficult to make changes
to my plans for family activities
5 Due to work related duties I have to make changes to my plans for family activities
Deviant Behavior 1 2 3 4 5
1 Made an ethnic, racial or religious slur against co worker
2 Swore at co-workers
3 Refused to talk to a co-worker
4 Gossiped about my supervisor
5 Made an obscene comment or gesture at co-worker
6 Teased a co-worker in front of other employees
7 Intentionally arrived late for work
8 Called in sick when I was not really ill
9 Took undeserved breaks to avoid work
10 Made unauthorized use of organization property
11 Left work early without permission
12 Lied about the number of hours I worked
13 Worked on a personal matter on the job instead of working for my employer
14 Purposely ignored my supervisor’s instructions
51
Name: (Optional) _______________________________
Designation: __________________________
Experience in company: ______ years
Name of Your Organization: ____________________________________
Your company is Public Limited Private Limited
Gender: Male Female
Age: 20-25 26-30 31-35 Above
Education: Bachelors Masters MS/M.Phil
52
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