Electronic Performance Monitoring, Job Design and Psychological Stress

This study helps establish how electronic performance monitoring may influence employee physical strain levels through job design. It identifies job design variables which differ between monitored and non-monitored employees in the telecommunications industry (using discriminant function analysis). These variables' relationships to psychological stress outcomes were examined using multiple regression analysis. A group of 704 employees in three job categories (telephone operator {n=228}, customer service representative {n=230}, and clerk {n=246}) responded to a questionnaire survey mailed to their residence. Four hundred thirty-four of the respondents were monitored and 264 were not. The results indicated that the monitored employees had significantly higher levels of reported psychological stress than the non-monitored employees. The discriminant function analysis of job design variables showed that a variety of job design factors discriminated between monitored and non-monitored employees. High levels of workload, few lulls between periods of high workload, high levels of career/future ambiguity, poor relationships with supervisors, as well as low levels of task meaningfulness and completeness were significant predictors of psychological stress outcomes (tension, anxiety, depression and fatigue).