Predicting Cyberslacking Behavior in Terms of Demographic Variables: A Call Center Case

Authors : Reha Özder

Pages : 231-248

Doi:10.35674/kent.1351091

View : 132 | Download : 120

Publication Date : 2023-10-29

Article Type : Research Paper

Abstract :This research aims to determine whether cyberslacking behaviors of call center employees have changed in terms of demographic characteristics such as gender, marital status, work style, age, and educational status. The research was conducted with the survey method on 334 employees working in a call center in 2021. T-test and one-way variance analysis were used in the data analysis. As a result of the study conducted at the level of two dimensions with the help of demographic factors, it turned out that female employees showed more significant cyberslacking behavior than male employees; single workers revealed more significant cyberslacking behavior than married workers; married workers revealed more insignificant cyberslacking behavior than single workers; full-time workers showed more negligible cyberslacking behavior than part-time workers; primary school graduates revealed more significant cyberslacking behavior than employees of other education levels; those with undergraduate and postgraduate education levels showed more negligible cyberslacking behavior than employees with other education levels; and employees in the 18-26 age range engaged in more trivial cyberslacking behavior than employees in the other age range.
Keywords : Kentsel Çalışma Yaşamı, Önemli Sanal Kaytarma, Önemsiz Sanal Kaytarma, Çağrı Merkezi

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