ANVESHAK-International Journal of Management

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Work Stress among Receptionists: A Comparative Study


Affiliations
1 Department of Management Studies, DMI-St. John the Baptist University, Mangochi-265, Malawi, Central African Republic
     

   Subscribe/Renew Journal


This descriptive research work has been undertaken in Tirunelveli city, Tamilnadu as a comparative study to identify and differentiate the sources stress and impact of stress among the receptionists working in both private multi-specialty hospitals and private single specialty hospitals. The sources of stress has been identified under two dimensions namely organization structure and processes related stressors and receptionists' specific stressors. Sampling has been done in two phases. In the first phase, the subject has been stratified into two groups: the receptionist working in private multi-specialty hospital and the receptionist working in private single specialty hospitals using stratified random sampling technique. In the second phase, 100 receptionists have been sampled from both divisions (50 respondents from private multi-specialty hospitals and 50 respondents from private single specialty hospitals) using judgement sampling technique. The study has applied mean, standard deviation, coefficient of variation and Kruskal Wallis test to analyze the data. The result of the study has proved that most of the stressors discussed under the headings of organization structure and processes related stressors and receptionists' specific stressors have equally perceived by the receptionists working in both kinds of hospitals.

Keywords

Stress, Stressor, Morale, Coping, Receptionist, Hospital, Tirunelveli City.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Aasia, Manzoor, Hardia, Awan, and Mariam, Sabita (2012), "Investigating the Impact of Work Stress on Job Performance: A study on Textile Sector of Faisalabad", Asian Journal of Business and Management Studies, Vol. 2, No, 1, pp. 20-28.

  • Abualrub, R. and Alzaru, I. (2008), "Job Stress, Recognition, Job Performance and Intention to Stay at Work among Jordanian Hospital Nurses", Journal of Nursing Management, Vol. 16, No. 3, pp. 227-236.

  • Singh, Ajeet Kumar and Gogia, Nidhi Bhatia (2014), "To Study the Effect of Work Stress on Performance and Productivity of Hoteliers in Hotels of Delhi and NCT", Indian Journal of Applied Research, Vol. 4, No. 2, pp. 4-7.

  • Khasawneh, Akif Latifi Al and Futa, Aahar Mohammed (2013), "The Relationship between Job Stress and Nurses Performance in the Jordanian Hospitals: A Case Study in King Abdullah the Founder hospital", Asian Journal of Business Management, Vol. 5, No. 2, pp. 267-275.

  • Alves, S. (2005), "A Study of Occupational Stress, Scope of Practice, and Collaboration in Nurse Anesthetists Practicing In Anesthesia Care Team Settings", AANA Journal, Vol. 73, No. 6, pp. 443.

  • Arbalisarjou, Ajdarizaman, Khaled, Omeidi and Razieh, Jalalinejad (2013), "The Relationship between Job Stress and Performance among the Hospital Nurses", World of Sciences Journal, Vol. 2, pp. 181-188.

  • Bailey, R.D. (1985), Coping with Stress in Caring. Blackwell Scientific.

  • Baum, A., Gatchel, R.J. and Krantz, D. (1997), An Introduction to Health Psychology. New York: The McGraw-Hill Companies, Inc.

  • Bianchi, E. (2004), "Stress and Coping among Cardiovascular Nurses: A Survey in Brazil", Issues in Mental Health Nursing, Vol. 25, No. 7, pp. 737-745

  • Bojana Knezevic et al. (2011), "Work Related Stress and Work Ability among Croatian University Hospital Midwives", Midwifery, Vol. 27, No. 2, pp. 146-153.

  • Caplan, R.D. and Jones, K.W. (1975), "Effects of Work Load, Role Ambiguity and Type A Personality on Anxiety, Depression, and Heart Rate", Journal of Applied Psychology, Vol. 60, pp. 713-719

  • Child, I.L. (1941), "Morale: Bibliographic Review", Psychological Bulletin, Vol. 39, pp. 393-420.

  • Deary, I., Blenkin, H. and Endler, N.S. (1996), "Models of Job-Related Stress and Personal Achievement among Consultant Doctors", Br J Psychology, Vol. 87, pp. 3-29.

  • Dewe, P.J. (1993), "Examining the Nature of Work Stress: Individual Evaluations of Stressful Experiences and Coping", Journal of Human Relations, Vol. 42, No. 11, pp. 993-1013.

  • Doyle, E. and Christines (2003), Work and Organizational Psychology, An. Introduction with Attitude, Psychology Press, Taylor and Francis Group, pp. 111-158.

  • Ferris, G.R., Frink, D.O., Gilmore, D.C. and Kacmar, K.M. (1994), "Understanding as an Antidote for the Dysfunctional Consequences of Organizational Politics as a Stressor", Journal of Applied Social Psychology, Vol. 24, pp. 1204-1220.

  • French, J.R.P. and Caplan, R.D. (1972), "Organizational Stress and Individual Strain", in A.J. Marrow, Ed., The Failure of Success, AMACOM, New York, New York

  • Glimer, B. (1961), Industrial Psychology. New York: McGraw-Hill. Goldstein, H.K., Research Standards and Methods for Social Science Worker, Whitehall Company: Northbrook.

  • Guion, R.M. (1958), "Industrial Morale: The Problem of Terminology", Personnel Psychology, Vol. 11, No. 1, pp. 59-61.

  • Harvey, D and Brown, D.R. (2006), An Experimental Approach to Organization Development (7th Ed.), pp. 254-257, Prentice Hall, New Jersey.

  • Haynes, P. and Fryer, G. (1999), "Changing Patterns of HRM and Employment Relations in New Zealand: The Large Hotel Industry", Asia Pacific Journal of Human Resources, Vol. 37, No. 2, pp. 33-43.

  • Johnsrud, L.K. (1996), Maintaining Morale: A Guide to Assessing the Morale of Midlevel Administrators and Faculty. Washington. DC: College and University Personnel Association

  • Kanter, R.M. (1977), Men and Women of the Corporation. New York: Bas Books. [24] Nakakis, Konstantinos and Christina, Ouzouni (2008), "Factors Influencing Stress and Job Satisfaction of Nurses Working in Psychiatric Units: A Research Review", HSJ-Health Science Journal, Vol. 2, No. 4, pp. 1-13.

  • Lazarus, R.S. (1966), Psychological Stress and the Coping Process. New York: McGraw- Hill.

  • Lazarus, R. and Folkman, S. (1984), Stress, Appraisal and Coping. New York: Springer

  • Lindholm, M. (2006), "Working Conditions, Psychosocial Resources and Work Stress in Nurses and Physicians in Chief Managers' Positions", Journal of Nursing Management, Vol. 14, No. 4, pp. 300-309.

  • Margolis, B.L., Kroes, W.H. and Quinn, R.P. (1974), "Job Stress: An Unlisted Occupational Hazard", Journal of Occupational Medicine, pp. 659-661.

  • Mc Vicar (2003), "Work Place Stress in Nursing: A Literature Review", Journal of Advanced Nursing, Vol. 44, No. 6, pp. 555-565.

  • Mojoyinola, J.K. (1984), "Occupational Stress among the Student Nurses of University College Hospital (U.C.H)", Ibadan: It’s Effects on Their Mental Health and Well-Being. Unpublished B.Sc. Project, University of Ibadan

  • Narayan et al. (1999), "Stress in the Workplace: A Comparison of Gender and Occupations", J Org Behav, Vol. 20, No. 1, pp. 63-73.

  • Nakasis, K. and Ouzouni, C. (2008), "Factors Influencing Stress and Job Satisfaction of Nurses Working in Psychiatric Units", Health science, Vol. 2, No. 4, pp. 183-195.

  • Olaleye, B.A. (2002), Psycho-Social Effects of Job Stress and Burn-out Syndrome among Nurses in State-Owned Hospitals in Oyo State. M.S.W. Project, (Unpublished) University of Ibadan, Nigeria.

  • Rajan, D. (2014), "Stress: Among Radiographers", SCMS Journal of Indian Management, Vol. 11, No. 2, pp. 71-86.

  • Rajan, D. (2012), "Stress and Coping among Receptionists", Academicia, Vol. 2, No. 12, pp. 93-112.

  • Rajan, D. and Joseph, A.V. (2012), "Stress and Coping among Pharmacists", Academicia: An International Multi Disciplinary Research Journal, Vol. 2, No. 10, pp. 121-141.

  • Rajan, D. and Joseph, A.V. (2012), "Job Stress among Hospital Managers", International Journal of Business and Management Tomorrow, Vol. 2, No. 11, pp. 1-14.

  • Rajan, D. and Joseph, A.V. (2012), "Work Stress among Medical Record Technicians". International Journal of Business and Management Tomorrow, Vol. 2, No. 11, pp. 1-14.

  • Rajan, D. and Venkateswaran, S. (2014), "Awareness about Impact of Work Stress: A Comparative Study among Paramedics", College Sadhana: Journal for Bloomers of Research, Vol. 6, No. 2, pp. 954-962.

  • Ricardo, Blaug et al., Stress at Work: A Report Prepared for the Work Foundation’s Principal Partners.

  • Saha, D. et al. (2011), "Understanding Job Stress among Health Care Staff", Online journal of Health and Allied Sciences, Vol. 10, No. 1, pp. 1-4.

  • Sehlen, S. et al. (2009), "Job Stress and Job Satisfaction of Physicians, Radiographers, Nurses and Physicists Working in Radiotherapy: A Multicenter Analysis by the DEGRO Quality of Life Work Group", Radiation Oncology, Vol. 4, p. 6.

  • Smith, R.G. and Westen, R.J. (1951), Studies of Morale Metrology and Criteria. Respell, Usaf Training Command San Ontonion Texas.

  • Spector, P.E. (2002), "Employee Control and Occupational Stress", Current Directions in Psychological Science, Vol. 11, No. 4, p. 133.

  • Suresh, N. (2013), "Stress and Its Impact on Women Working in BPOs", International Journal of Management and Development Studies, Vol. 1, No. 60, pp. 69-74.

  • Swee, W.F. et al. (2007), "Work Stress Prevalence among the Management in an International Tobacco Company in Malaysia", Med and Health, Vol. 2(1), pp. 93-98. [47] Shah, Syed Muneer Ahmad, Memon, Sanam and Saba, Kanwal (2014), "Occupational Stress among Female Academic Staff of Higher Educational Institutions of Sindh", International Journal of Computers and Technology, Vol. 13, No. (5), pp. 4518-4523.

  • Viteles, M.S. (1953), Motivation and, Morale in Industry. New York: W.W. Nortan & Company, Inc.

  • World Health Organization, International Council of Nurses, Royal College of Nursing U.K., 2003. International Nurse Mobility: Trends and Policy Implications. Internet http://www.icn.ch/PR22_03.htm

  • Yau Yu Sui., Xiao, X.Y., King Lee, L.Y., Tsang, A.Y., Wong, S.L. and Wong, K.F. (2012), "Job Stress among Nurse", Applied Nursing Research, Vol. 25, No. 2, pp. 60-64.


Abstract Views: 1501

PDF Views: 4




  • Work Stress among Receptionists: A Comparative Study

Abstract Views: 1501  |  PDF Views: 4

Authors

D. Rajan
Department of Management Studies, DMI-St. John the Baptist University, Mangochi-265, Malawi, Central African Republic

Abstract


This descriptive research work has been undertaken in Tirunelveli city, Tamilnadu as a comparative study to identify and differentiate the sources stress and impact of stress among the receptionists working in both private multi-specialty hospitals and private single specialty hospitals. The sources of stress has been identified under two dimensions namely organization structure and processes related stressors and receptionists' specific stressors. Sampling has been done in two phases. In the first phase, the subject has been stratified into two groups: the receptionist working in private multi-specialty hospital and the receptionist working in private single specialty hospitals using stratified random sampling technique. In the second phase, 100 receptionists have been sampled from both divisions (50 respondents from private multi-specialty hospitals and 50 respondents from private single specialty hospitals) using judgement sampling technique. The study has applied mean, standard deviation, coefficient of variation and Kruskal Wallis test to analyze the data. The result of the study has proved that most of the stressors discussed under the headings of organization structure and processes related stressors and receptionists' specific stressors have equally perceived by the receptionists working in both kinds of hospitals.

Keywords


Stress, Stressor, Morale, Coping, Receptionist, Hospital, Tirunelveli City.

References





DOI: https://doi.org/10.15410/aijm%2F2015%2Fv4i1%2F59881