Effects of Window Proximity on Perceptions of Employees in the Call Center Offices

dc.authorid Ozkan, Aysen/0000-0003-2677-6133
dc.authorscopusid 15082028600
dc.authorscopusid 41961082000
dc.authorscopusid 57209909788
dc.authorscopusid 57215876092
dc.authorwosid GÜNEŞ, ELİF/AAA-3274-2019
dc.authorwosid Ozkan, Aysen/I-9010-2013
dc.contributor.author Yildirim, Kemal
dc.contributor.author Ozkan, Aysen
dc.contributor.author Gunes, Elif
dc.contributor.author Mestan, Ahmet
dc.contributor.other Interior Architecture and Environmental Design
dc.date.accessioned 2024-07-05T15:38:21Z
dc.date.available 2024-07-05T15:38:21Z
dc.date.issued 2020
dc.department Atılım University en_US
dc.department-temp [Yildirim, Kemal; Mestan, Ahmet] Gazi Univ, Dept Woodworking Ind Engn, Ankara, Turkey; [Ozkan, Aysen] Hacettepe Univ, Dept Interior Architecture & Environm Design, Ankara, Turkey; [Gunes, Elif] Atilim Univ, Dept Interior Architecture & Environm Design, Ankara, Turkey en_US
dc.description Ozkan, Aysen/0000-0003-2677-6133 en_US
dc.description.abstract Purpose The purpose of this study is to determine the effects of window proximity on perceptions of employees in the call center offices. Design/methodology/approach A semantic differential scale composed of nine bipolar adjectives, four of which dealt with "planning," three of "privacy," while the rest measured "lighting" was applied for evaluation. In total, 92 employees at the TEPE Call Center in the Bilkent District, Ankara, Turkey participated in the research. Findings The results showed that window proximity directly affected the call center employees' perceptions. In addition, a positive approach was even less affected when the location of the workstation was more at the inner part of the workspace. On the contrary, workstations in front of the window were evaluated more positively, presumably because the employees were happy at feeling roomy and by giving them a higher level of privacy, while also minimizing distractions and interruptions. It was also found that call center employees with secondary education responded more positively than higher educated employees. Originality/value This study presents suggestions that would be useful for increasing the working and solution-focused perceptual performance values in call center environments from the new generation of work areas. They should be appropriate for the psychological and physical needs of employees in twenty-first-century communication environments, especially in spatial environments and for the suitability of the technological equipment used. en_US
dc.description.sponsorship TEPE Call Center en_US
dc.description.sponsorship The authors would like to thank both TEPE Call Center and Customer Service Director for their support and permission, and Ellen Andrea Yazar for her careful translation and proofreading of the English text. en_US
dc.identifier.citationcount 4
dc.identifier.doi 10.1108/F-11-2018-0145
dc.identifier.endpage 594 en_US
dc.identifier.issn 0263-2772
dc.identifier.issn 1758-7131
dc.identifier.issue 7-8 en_US
dc.identifier.scopus 2-s2.0-85082188690
dc.identifier.startpage 577 en_US
dc.identifier.uri https://doi.org/10.1108/F-11-2018-0145
dc.identifier.uri https://hdl.handle.net/20.500.14411/3101
dc.identifier.volume 38 en_US
dc.identifier.wos WOS:000524833500001
dc.institutionauthor Güneş, Elif
dc.language.iso en en_US
dc.publisher Emerald Group Publishing Ltd en_US
dc.relation.publicationcategory Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı en_US
dc.rights info:eu-repo/semantics/closedAccess en_US
dc.scopus.citedbyCount 6
dc.subject User satisfaction en_US
dc.subject Educational level en_US
dc.subject Workspace en_US
dc.subject Call center en_US
dc.subject Window proximity en_US
dc.subject Workstation arrangement en_US
dc.title Effects of Window Proximity on Perceptions of Employees in the Call Center Offices en_US
dc.type Article en_US
dc.wos.citedbyCount 6
dspace.entity.type Publication
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