While it is important to consider general sources of job stress that might affect female worker populations, it is widely recognized that a focus should be placed on particular stressors associated with a population. Customer service workers are a growing occupational group in the United States. As technology evolves, these workers are increasingly often subject to a particular type of potential job stressor- electronic monitoring. This paper will present findings from a Robert Wood Johnson funded cross-sectional survey of 195 local unions within the nationwide Communications Workers of America Union. Quantitative and qualitative data will be used to elucidate the relationship between gender, workplace monitoring and work climate. Approximately 52% of the sites had a workforce that was over half female and 46% had over half of their work location based in customer service, clerical, or directory assistance. A majority of the sites (72%) engaged in some form of electronic monitoring of employees. Preliminary data analyses suggest that workplaces that are predominantly female or have over 50% of their work location based in customer service related activities are more likely to have ongoing electronic monitoring of their work (Female OR=4.13; Customer OR=12.90). Furthermore, those workplaces that are predominantly female, have a majority of customer service based workers or engage in electronic monitoring also have poor work climates as evidenced by lower scores on a scale designed to measure ease of workplace communication. Qualitative data will be used to provide a contextual background to findings from the quantitative survey data.
Learning Objectives: At the conclusion of the presentation, the participant should be able to identify the complex relationship between gender, electronic monitoring practices and work climate, understand the context of monitoring as it relates to creating a viable work environment, and recognize the importance of using both quantitative and qualitative methodologies in conducting a needs assessment and subsequent interventions
Keywords: Occupational Health, Workplace Stressors
Presenting author's disclosure statement:
Organization/institution whose products or services will be discussed: None
I do not have any significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.