Vol. 9 No. 4 (2021): Business & Management Studies: An International Journal
Articles

Working from home and task performance of employees in the COVID-19 period: A study on call center employees

Mustafa Aslan
Gelişim University, İstanbul, Türkiye
Fatih Yaman
İstanbul Technical University, İstanbul, Türkiye

Published 2021-12-25

How to Cite

Aslan, M., Yaman, F., Aksu, A., & Topgül, E. (2021). Working from home and task performance of employees in the COVID-19 period: A study on call center employees. Business &Amp; Management Studies: An International Journal, 9(4), 1255–1269. https://doi.org/10.15295/bmij.v9i4.1887

Abstract

The COVID-19 epidemic affected our country and the whole world and caused radical changes in work life. While some businesses asked their employees to work from workplaces on certain days of the week and from their homes for the remaining days, some companies wanted their employees who perform specific duties to work entirely from their homes. Lack of direct control in work from home, the blurring border between people's private and work lives, employees the comfort and safety of the home environment, having spare time for themselves, and especially saving the commuting time between home and workplace should affect the perception of employees' about their task performance. This idea caused this study to be conducted. This study was carried out in a call center firm that has a total of 260 employees. The firm has employees working only from home, from the workplace, and from both home and workplace on certain days of the week. All firm employees participated in this study, and they were asked to compare their current general task and specific task performances with the pre-COVID-19 period. The data collected were subjected to statistical analysis using the SPSS statistical software package. The relationships determined by interpreting the correlation table and differentiation between groups were examined by one-way ANOVA analysis. The results show that the work performance perceptions of those who work from home alone or work from home on certain days of the week have increased compared to those who work only from the workplace. This study revealed that working from home affects employees positively. In addition, this study also contributed the concept of specific task performance to the literature.

Downloads

Download data is not yet available.

References

  1. Aksu, A. (2020), Dönüştürücü Liderliğin Entelektüel Yetkinlikleri Bağlamında Y Kuşağının Performansına Etkisinin Araştırılması, Yayınlanmamış Doktora Tezi, İstanbul: İstanbul Arel Üniversitesi Lisansüstü Eğitim Enstitüsü.
  2. Brammer, S., Branicki, L., & Linnenluecke, M. (2020), “COVID-19, Socıetalızatıon, And The Future Of Busıness In Socıety”, Academy of Management Perspectives, Vol. 34, No. 4, 493-507.
  3. Carpenter S. (2018). “Ten Steps in Scale Development and Reporting: A Guide for Researchers”, Communication Methods and Measures, Vol. 12, No. 1, 25-44.
  4. “Çağrı Merkezi Derneği” (2019), www.cagrimerkezleridernegi.org, (Erişim Tarihi: 20 Mart 2021).
  5. Çatal, Ö. (2021), “Türkiye’de Çağrı Merkezi İşletmelerinin Koronavirüs (Covid-19) Pandemisi Deneyimleri: ‘Yeni Normal’ Üzerine Bir Araştırma”, Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 83-95.
  6. Çöl, G. (2011), “Algılanan Güçlendirmenin İşgören Performansı Üzerine Etkileri”, Doğuş Üniversitesi Dergisi, Vol. 9, No. 1, 35-46.
  7. Field, A. (2018), Discovering statistics using IBM SPSS statistics (5. Baskı), Londra: SAGE Publications.
  8. Fields, D. (2002), Taking Measure of Work: A Guide to Validated Scales for Organizational Research and Diagnosis, Thousand Oaks, CA: SAGE Publications.
  9. Gül, C. (2013), Bankacılık Sektöründe Görev Performans ve Bağlamsal Performans: Yalova İlinde Bir Araştırma, Yayınlanmamış Yüksek Lisans Tezi, Yalova: Yalova Üniversitesi Sosyal Bilimler Enstitüsü.
  10. Hair, J. F. J., Black, W. C., Babin, B. J., & Anderson, R. E. (2010), Multivariate Data Analysis (17. Baskı). NJ: Prentice Hall.
  11. Hamdan, H., Junaedi, I., & Utama, I. (2020), The Changes in Business Culture after the COVID-19 Pandemic in Indonesian Perspective”, Technium Social Sciences Journal, Technium Science, Vol. 13, No. 1, 80-89.
  12. Hrabí, M. (2020, September), “Call centres: going voicefirst voice first in the post-Covid world”, Biometric Technology Today, 10-12.
  13. Kılıç, G. (2006), Eğitim Kurumlarında Liderlik Tarzları ve Örgüt Kültürünün Performans Üzerindeki Etkisi, Yayınlanmamış Yüksek Lisans Tezi, Kayseri: Erciyes Üniversitesi Sosyal Bilimler Enstitüsü.
  14. Kirkman, B. L., & Rosen, B. (1999), “Beyond Self-management: Antecedents and Consequences of Team Empowerment”, Academy of Management Journal, Vol. 42, No. 1, 58-74.
  15. Leung, A. (2007), “Matching Ethical Work Climate to In-Role and Extra-Role Behaviors in a Collectivist Work Setting”, Journal of Business Ethics, Vol. 79, No. 1/2, 43-55.
  16. Lyberg, L., Biemer, P., Collins, M., De Leeuw, E., Dippo, C., Schwarz, N., & Trewin, D. (1997), Survey measurement and process quality. New York: Wiley.
  17. Özdemir, R. M. (2020), Çağrı Merkezi Yöneticisi El Kitabı. İstanbul: Ceres Yayınları.
  18. Pradhan, R., & Jena, L. (2016), “Employee Performance at Workplace: Conceptual Model and Empirical Validation”, Business Perspectives and Research, Vol. 5, No. 1, 1-17.
  19. Sarstedt M., & Mooi E. (2014), Factor Analysis. In: A Concise Guide to Market Research (Springer Texts in Business and Economics), Berlin: Springer.
  20. Sayın, E., & Aybek, Ü. A. (2021). Uzaktan çalışma salgın sonrasında devam edebilir mi? TRT Haber, https://www.trthaber.com/haber/yasam/uzaktan-calisma-salgin-sonrasinda-devam-edebilir-mi-556812.html, (Erişim Tarihi: 25 Mart 2021).
  21. SERKA – Serhat Kalkına Ajansı (2011). TRA2 Bölgesinin Kalkınmasında Çağrı Merkezi Fırsatı, T.C. Serhat Kalkınma Ajansı.
  22. Sönmez, V. (2020), “Covid-19 Kaygısının İş Gören Performansı ve Motivasyonu Üzerine Etkisi: Hizmet Sektöründe Bir Araştırma”, Avrasya Sosyal ve Ekonomi Araştırmaları Dergisi (ASEAD), Vol. 7, No. 12, 154-175.
  23. Taşkın, D., & Taşkın, Ç. (2018), “Çağrı Merkezi Hizmetlerinde Müşteri Beklentisi Boyutlarının Müşteri Tatmini Üzerindeki Etkisinin PLS-Sem İle Ölçümü”, İşletme Araştırmaları Dergisi, Vol. 10, No. 1, 465-481.
  24. Tiryaki, H. (2016), Yeni Bir Esnek Çalışma Modeli: Uzaktan Çalışma. Lebib Yalın Mevzuat Dergisi, 151, http://www.lebibyalkin.com.tr/mevzuat/makaleler/lebib-yalkin-mevzuat-dergisi_mdergi_/2016-temmuz-say-151_mdergi_8778a-00_/yeni-bir-esnek-calisma-modeli-uzaktan-calisma.html, (Erişim Tarihi: 31 Mart 2021).
  25. Tutar, H. (2002), “Sanal Ofislerde Koordinasyon ve ĠletiĢim: Teorik Bir Çerçeve”, Gazi Üniversitesi Ticaret ve Turizm Eğitim Fakültesi Dergisi, 2, 15-30.
  26. Türkgözü, Ö., & Sazkaya, M. (2020), “Psikolojik Sözleşme İhlalinin Örgütsel Sinizm Üzerine Etkisinin İncelenmesi: Çağrı Merkezi Sektöründe Bir Araştırma”, ADAM AKADEMİ Sosyal Bilimler Dergisi, Vol. 10, No. 2, 399 - 424.
  27. Uyargil, C., & Uluhan, R. (2000), “İş Analizi ve İş Dizaynı”, Sadullah Öz (Editör) İnsan Kaynakları Yönetimi (s. 51-82), Istanbul: Dönence Basım ve Yayın Hizmetleri.
  28. Van Dyne, L., Cummings, L., & Parks, J. (1995), “Extra-role behaviors: In pursuit of construct and definitional clarity”, Research in Organizational Behavior, 17, 215-285.
  29. Van Scotter, J. (1994), Evidence for the Usefullness of Task Performance, Job Dedication, and Interpersonel Facilitation as Components of Overall Performance. Yayınlanmamış Doktora Tezi, Florida: University of Florida.
  30. WHO Timeline - COVID-19. (2020, Nisan 27). https://www.who.int/news/item/27-04-2020-who-timeline---covid-19, (Erişim Tarihi: 20 Mart 2021).
  31. Wiersinga, W., & Prescott, H. (2020, August 25), “What Is COVID-19?”, JAMA, Vol. 324(8), 816.