EFFECTS OF JOB STRESS ON WORK FAMILY CONFLICT AND DEVIENT BEHAVIOR

By

MUHAMMAD ASADULLAH SHAH PIRZADA Registration #: CIIT/MBO/FA11/041/LHR SESSION: Fall 2011-2012

DEPARTMENT OF MANAGEMENT SCIENCES, COMSATS Institute of Information & Technology, Lahore.

EFFECTS OF JOB STRESS ON WORK FAMILY CONFLICT AND DEVIENT BEHAVIOR

BY

MUHAMMAD ASADULLAH SHAH PIRZADA Registration #: CIIT/MBO/FA11/041/LHR SESSION: Fall 2011-2012 MBO 1.5 Research Project In Department of Management Sciences, COMSATS Institute of Information & Technology, Lahore.

COMSATS Institute of Information & Technology, Lahore.

EFFECTS OF JOB STRESS ON WORK FAMILY CONFLICT AND DEVIENT BEHAVIOR

A Research Project Presented to COMSATS Institute of Information &Technology, Lahore. In Partial Fulfillment of the Requirements for the Degree of Masters of Business Administration (MBA) BY MUHAMMAD ASADULLAH SHAH PIRZADA Registration #: CIIT/MBO/FA11/041/LHR 2011-2012

EFFECTS OF JOB STRESS ON WORK FAMILY CONFLICT AND DEVIENT BEHAVIOR

A Research Project presented to COMSATS institute of Information Technology, Lahore in partial fulfillment of the requirements for the degree of Masters of Business Administration (MBA) By Muhammad Asadullah Shah Pirzada. Registration# CIIT/MBO/FA11/041/LHR

SUPERVISOR

Mr. Farhan Ahmad Lecturer; Department of Management Sciences. COMSATS Institute of Information & Technology, Lahore.

DECLARATION
This research paper is the only of its kind. The content in this research paper has not been plagiarized from anywhere nor has it been taken from any other existing project, within or outside COMSATS Institute of Information Technology, Lahore. The material taken from any other website or article or book has been mentioned in the references.

_________________ Muhammad Asadullah Shah Pirzada Registration # CIIT/MBO/FA11/041/LHR

_________________ Mr. Farhan Ahmad Lecturer; Department of Management Sciences COMSATS Institute of Information &Technology, Lahore.

DEDICATION
I dedicate this research project to my teacher Mr. Farhan Ahmad for his guidance in each and every step of this research project. I also dedicate this project to my loving parents whose prayers have been source of determination and motivation for me.

ACKNOWLEDGEMENT
I would like to thank Mr. Farhan Ahmad for the continuous help that he has provided me with throughout this research paper. I would like to thank my parents whose prayers have been source of determination and motivation for me. I would also like to thank the officials of the organizations that I selected for my questionnaire analysis. Lastly, I would like to thank CIIT LHR for offering such a valuable subject. Surely, this will be helping us in many of our future projects.

Abstract:
The study was set out to investigate the effect of job stress on work family conflict and deviant behavior. The effects of job stress that have been examined under this study includes work load, home work interface, role ambiguity and performance pressure. A sample of 50 call agents was taken. The results shows that job stress affect work family conflict and deviant behavior. Statistical tools used to determine the relationship between variables. The histograms are used to depict the results observed by the study.

Findings indicate that factors like work load; performance pressure and improper timing of job contribute towards work family conflict and which subsequently leads employees use deviant behavior to avoid work. When employees are over burden with work they fail to justify the role demands both at work and family which leads employee towards job dissatisfaction.

Key Words Job Stress, Work Family Conflict, Deviant Behavior, Call Centers

Contents
DECLARATION ....................................................................................................................... 5 DEDICATION ......................................................................................................................... 6 ACKNOWLEDGEMENT ........................................................................................................... 7 Abstract: ............................................................................................................................... 8 Chapter No. 1 ..................................................................................................................... 13 (Introduction) ..................................................................................................................... 13 1.0 Introduction: ................................................................................................................. 14 1.1 Problem Statement: ...................................................................................................... 18 1.2 Objectives of the study .................................................................................................. 19 1.3 Research questions ....................................................................................................... 19 Chapter No. 2 ..................................................................................................................... 20 (Literature Review) ............................................................................................................. 20 2.0 Job stress literature review ........................................................................................... 21 2.1 Work family conflict literature review ........................................................................... 22 2.2 Deviant behavior literature review ................................................................................ 23 2.3 Hypothesis .................................................................................................................... 24 2.4 Theoretical Framework ................................................................................................. 24 Chapter No. 3 ..................................................................................................................... 25 (Research Methodology) ..................................................................................................... 25 Methodology ...................................................................................................................... 26 Variable .............................................................................................................................. 26 3.1 Significance of this study ............................................................................................... 26 3.2 Sample and Sampling Techniques.................................................................................. 26 3.2.1 Sampling Method ....................................................................................................... 26 3.3 Measurement and Instrumentation .............................................................................. 27 3.3.1 Job Stress Scale: ......................................................................................................... 27 3.3.2 Validity job stress ....................................................................................................... 27 9

3.3.3 Work Family Conflict scale .......................................................................................... 27 3.3.4 Validity Work Family Conflict ...................................................................................... 27 3.3.5 Deviant Behavior Scale ............................................................................................... 27 3.3.6 Validity Deviant Behavior ........................................................................................... 28 3.4 Data Collection Tools..................................................................................................... 28 3.5 Data collection: ............................................................................................................. 28 3.6 Sample Composition ..................................................................................................... 28 Table 1: Age ........................................................................................................................ 29 Table 2 Gender ................................................................................................................... 30 Table 3 Education ............................................................................................................... 31 Chapter No. 4 ..................................................................................................................... 32 (Results and Findings) ......................................................................................................... 32 4.0 Research Findings.......................................................................................................... 33 4.1 Table 1: Descriptive Statistics of Job Stress, Work Family Conflict and Deviant Behavior.33 4.2 Explanation of Mean value in table according to call center agents response ............... 33 4.2.1 Median value of job stress, work family conflict and deviant behavior explanation .... 34 4.2.2 Mode value of job stress, work family conflict and deviant behavior explanation ....... 34 4.3 Table 2: Explanation of Frequency, percent, valid percent and cumulative percent of job stress variable according to data collected from call agents ................................................ 35 4.3.1 Frequency .................................................................................................................. 35 4.3.2 Percent ...................................................................................................................... 35 4.3.3 Valid percent .............................................................................................................. 35 4.3.4 Cumulative percent .................................................................................................... 35 4.4 Table 3: Explanation of Frequency, percent, valid percent and cumulative percent of work family conflict variable according to data collected from call agents ........................... 36 4.4.1 Frequency .................................................................................................................. 36 4.4.2 Percent ...................................................................................................................... 36 4.4.3 Valid percent .............................................................................................................. 36

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4.4.4 Cumulative percent .................................................................................................... 36 4.5 Table 4: Explanation of Frequency, percent, valid percent and cumulative percent of deviant behavior variable according to data collected from call agents ............................... 37 4.5.1 Frequency .................................................................................................................. 37 4.5.2 Percent ...................................................................................................................... 37 4.5.3 Valid percent .............................................................................................................. 37 4.5.4 Cumulative percent .................................................................................................... 37 4.6.1 Graphical Explanation of Job stress, Work family conflict and deviant behavior .......... 38 4.6.3 Deviant Behavior Histogram ....................................................................................... 40 4.7 Regression .................................................................................................................... 41 4.8 Table 6 ANOVA of Work Family Conflict and Job Stress.................................................. 41 4.9 Table 7 Coefficients of Work Family Conflict and Job Stress ........................................... 42 4.10 Table 8 Taking job stress as independent variable and deviant behavior as dependent variable............................................................................................................................... 42 4.11 Table 9 ANOVA of Work Family Conflict and Job Stress ................................................ 43 4.12 Table 10 Coefficients of Work Family Conflict and Job Stress ....................................... 43 4.13 Discussion: .................................................................................................................. 44 4.14 Limitations of the study ............................................................................................... 45 Chapter No. 5 ..................................................................................................................... 46 (Conclusion and Recommendations) ................................................................................... 46 5.1 Conclusion .................................................................................................................... 47 5.2 Recommendations ........................................................................................................ 48 APPENDIX ........................................................................................................................... 49 REFRENCES ......................................................................................................................... 52

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List of Tables
Table 1: AGE ....................................................................................................................... 29 Table 2: GENDER ................................................................................................................. 30 Table 3: EDUCATION ........................................................................................................... 31 Table 4: DESCRIPTIVE STATISTICS OF JS,WFC,DB .................................................................. 33 Table 5: FREQUENCY JS ....................................................................................................... 35 Table 6: FREQUENCY WFC ................................................................................................... 36 Table 7: FREQUENCY DB ...................................................................................................... 37 Table 8: MODEL SUMMARY JS AND WFC ............................................................................. 41 Table 9: ANOVA JS AND WFC............................................................................................... 41 Table 10: COEFFICIENTS JS AND WFC .................................................................................. 42 Table 11: MODEL SUMMAY JS AND DB ................................................................................ 42 Table 12: ANOVA JS AND DB ............................................................................................... 43 Table 13: COEFFICIENTS JS AND DB ..................................................................................... 43

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Chapter No. 1 (Introduction)

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1.0 Introduction:
The model which is chosen for the research study is based on three variables. 1. Job stress 2. Work family conflict 3. Deviant behavior

Where job stress is independent variable and work family conflict, deviant behavior is dependent variable. Depression, divorce and work family conflict are being the common fact in Pakistan amongst young professionals. The reason for this is stress. Stress has physical and emotional effects on us and can create positive or negative feelings. As a negative pressure, it can result in feelings of distrust, rejection, anger, and depression and this will lead to many health problems. The targeted population for this research study is Call center agents in Lahore Pakistan. Different research gave different definitions of job stress for example. United States national institute of occupational safety and health (1999) written that job stress can be defined as the harmful, physical and emotional response that accrues when the requirement of the job do not match with the capabilities, recourses or needs of the worker. Job stress can lead to poor health and even injury. The main purpose of the above model is to find affect of job stress on work family conflict and deviant behavior. In most studies researchers linked job stress with health, poor performance and productivity but little work was done on job stress, work family conflict and deviant behavior. Job stress is the most discussed topic by researchers in any organization. Stress affects workers at their work place, outside work place and their health Bhagat, Allie, & Ford, (1991). There are so many causes of job stress in which work load is at above. According to research study mostly employees get stress due to extra work. They face a conflict of work with their family life. Timing is also important factor of work stress mostly in call centers the timing starts at night. After some time they start getting stress from this. According to research survey other health problems, also highlighted, included loss of voice, loss of hearing and, when a sudden burst of noise causes hearing difficulties Moore (2001).These all work stress factors leads employees to work family conflict.
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United Kingdom health and safety commission London written that stress is the reaction people have to excessive pressure or other types of demand placed on them Managing stress at work, (1999). As discussed above that major stress factor at call centers are work load, role ambiguity and timing problem. When call agents get high work load then they didnt get spare time to spend it with their family and due to work stress their family life is disturbed. Same in timing of job mostly in call canters timing starts from night after some days call agents start getting stress because they work at night and sleep in day time which affect their family life. When demands from family and work were equally mismatched and meeting demands of one field created difficulties in meeting demands of other field, it led to work-family conflict Gary, (1991). Work only collides with family life when it is over or the timing is not proper the term, work-family conflict generally refers to the inter-role conflict in which the role demands from work are incompatible with role demands from family Beutell & Greenhaus, (1985) More specifically, the relationship between work and family has been conceptualized as a bi-directional construct where work roles affect family roles and vice versa Gutek, Searle, & Klepa, (1991). Work family conflict is mostly common in female employers because it is difficult for them to manage job and family at a time. In females some are married and some are unmarried mostly unmarried females manage their work and family but married women always face difficulties in managing work and family. On the other hand male employees also face difficulty in managing work and family because mostly they have work load and due to that they are unable to give time to their families. In terms of emotions, the two most commonly measured signs of psychological distress stemming from work-family conflict are anxiety and depressed mood Grimshaw, (1999).

Work-family conflict means a conflict of work and family interrelated roles Greenhaus & Beutell, (1985). This shows that work and family are interrelated with each other. Work family conflict issue is now most discussed issue in organizations because there is continuous change in the organizations as well as individuals life. These changes create work-family conflicts that have effect

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for both employee and organization because work family conflict spillover creates disturbance in both domains work and family.

The other main cause of work family conflict is taking job work at home. Some of work related factors are working shifts, sudden transfer, frequent overtime, and working hour changes which increase conflict risk. As employees are the major asset of any organizations thats why now organizations are trying to retain their employees. Mostly turnover of employees is due to work family conflict .This study is designed to examine the affects of Job stress on work family conflict and deviant behavior by taking job stress as an independent variable with work family conflict and deviant behavior as a dependent variable.

Deviant behavior is basically the response of the employees towards the situation at the organization. This response will be in positive or negative form. Positive form includes employees will work hard for the organization and negative response includes employees lame excuses, back biting, sue side, absentees etc. Different research is done by many researchers on this behavior of employees and they gave different definitions. Heritage, (2000) Defined deviate as to depart, as from a norm, purpose, or subject, whereas deviant (noun) is one that differs from a norm, especially a person whose behavior and attitudes differ from accepted social standards.

Academic researchers originally defined workplace deviance as employee behaviors that break important organizational norms and threaten to damage the organization or members of the organization Bennett & Robinson, (1995), from the above definition the researcher explains that negatively deviant behavior is against the norms of the organization. Mostly employees use the deviant behavior at work place due to work stress or they think that the manager is giving favor to others workers and not him. When employee starts feeling like this then he starts damaging the organization property and also fight with other employees.

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Deviant behavioris said to consist of voluntary acts that break major organizational norms and threaten the welfare of the organization or its members Roland E. Kidwell & Martin (2001) identified the following types of deviant behavior production (damaging quantity and quality of work), property (abusing or stealing company property), political (badmouthing others or spreading rumors), and personal aggression (being hostile or violent toward others) these are the deviant behaviors which are mostly used by the employees in the organization.

Then the results will be discussed according to the response of the call agents that whether job stress affects work family conflict and deviant behavior. Deviant behavior is also called counterproductive behavior according to Sackett, (2002) Counterproductive behavior is seen as an element of job performance and includes phenomena such as theft, property destruction, misuse of information, unsafe behavior, poor attendance, and poor quality work.

There are different types of deviant behavior like. Antisocial behavior brings harm or is intended to bring harm to an organization, Counterproductive behavior decrease the productivity of the organization by damaging the organization property. Dysfunctional behavior occurs when employees commit acts that have negative consequences for an individual within an organization and Organizational misbehavior is a deliberate act by organizational members that violates basic organizational and/or societal norms. These all are deviant behaviors which are acted by the employees. Some employees deviant behavior is situation based and some deviant behaviors are due to job stress and this is the major work of this study.

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1.1 Problem Statement:

In Pakistan job stress is very common problem this study is basically designed to check how call agents response when they feel they are stressed by the job demand. Reponses of call agents is measured by two variables work family conflict and deviant behavior.

Study is designed to examine the magnitude of job stress on work family conflict and deviant behavior which discovered the factors lead them to use deviant behavior. Which creates disturbance at work place arising conflicts among co workers and break organizational code of ethics.

The major cited reason is excessive work load on employees which demands more efforts leading them to anxiety and stress which subsequently arise work family conflict due to mental disturbance experienced at work This study will also find the out comes when job stress conflict with family life and uses of deviant behavior due to job stress.

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1.2 Objectives of the study

The objective of this study is to develop a better understanding about how job stress affect work family conflict and what the relationship between job stress and deviant behavior is among call centre agents Pakistan. As a whole the objective of this study is to identify the important factors of job stress due to which call agents feel that their job work is conflicting with their family life and then factors of job stress due to which call agents use deviant behavior at work place.

Basically this study was proposed as a limitation study where data was collected through job stress, work family conflict and deviant behavior questionnaire. The objectives of present study are as follows.

1. To study the effect of job stress on work family conflict. 2. To study the way deviant behavior is effected by job stress.

1.3 Research questions

1. How job stress affect work family conflict 2. What is the relationship between job stress and deviant behavior

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Chapter No. 2 (Literature Review)

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2.0 Job stress literature review

Job Stress is basically the negative effects of excessive pressure or other types of demand placed on employees at work. Stress is not a disease it is a state, but if stress becomes excessive disease for a very long time then it effects on mental and physical health. According to Safety, (1999) work stress is defined as the harmful physical and emotional responses that occur when job requirements do not match the workers capabilities, resources, and needs. Managing work related stress is very much important for any organization because due to this employees will not do work properly and this will lead the organization towards loss as Palmer, Stephen, Cooper, & Thomas, (2004) described in his research related to job stress that stressed workers are also more likely to be unhealthy, poorly motivated, less productive and less safe at work and their organizations are less likely to succeed in a competitive market.

Job stress is also called work related stress some studies show that management role is also very important for job stress Kahn & Quinn, Stress in organization. Role Stress, (1970) have found in their research that workers in an organization can face occupational stress through the role stress that the management gave role stress means anything about an organizational role that produces unfavorable cost for the individual. There is a strong relationship between work stress and home many researchers did research on this as Alexandros-Stamatios, (2003) have found in their research that home-work interface can be known as the overlap between work and home; the two way relationship involves the source of stress at work affecting home life and vice versa affects of seafaring on home life, demands from work at home, no support from home, absent of stability in home life. It asks about whether home problems are brought to work and work has a negative impact on home life.

Multiple task performance is also reason of job stress many studies have been found on this as Cascio, (1995) and Quick (1997) founded in their research that rapidly changing global scene is increasing the pressure of workforce to perform maximum output and enhance competitiveness. Indeed, to perform better to their job, there is a requirement for workers to perform multiple
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tasks in the workplace to keep side by side of changing technologies. Townley, (2007) in his study indicates that the majority of the workers were unhappy with the current culture where they were required to work extended hours and manage with large workloads while simultaneously meeting production targets and deadlines.

2.1 Work family conflict literature review

Work family conflict is the major issue in most of the countries as well as in Pakistan also. Work family conflict occurs when work interfere with family life, like irregular, or inflexible work hours, work overload. Work family conflict occurs when work related demands interfere with home responsibilities and Family work conflict arises when family responsibilities impede work activities both types of conflict (WFC and FWC) have been negatively related to employees satisfaction Neteyer, (1996). In order to reduce work family conflict organization should be supportive because Supportive work-family culture has important effects on family satisfaction and job satisfaction, Organizational support for work-family issues is an important factor in reducing work family conflict Gordon,( 2007). When work and home spill over into one another, conflict can arise. This is known as work-family conflict Kahn, Wolfe, Quinn, Snoek, & Rosenthal, (1964). There are two types of work family conflict one is work on family conflict and family on work conflict. Role strain is a potential antecedent of Work on Family Conflict. Role strain arises when a workers responsibilities and duties are vague, ill-defined, and ambiguous, J & Knepper, (1993) Almost in all organization employees want to participate full but some organizations allow employees to take part in decision of organization. This will lead to job stress and job stress will lead towards work family conflict as Hepburn, Lovrich(1987), & Wilson, (1994) mentioned in their research that lack of decision-making has been found to be positively associated with job stress. Work family conflict correlated with number of working hours and family work conflict correlated with number of children living at home Netemeyer et al, (1996). In examining potentially stressful working conditions, it has been suggested that these conditions may have implications beyond an individual workers well being and that their effects can spill over into ones life at home Westman, (2001). It has
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been well established that long work hours, working evenings and weekends and inflexible schedules exacerbate work-family tensions MacDermid, (1994).

2.2 Deviant behavior literature review

Employees behavior at work generally can be characterized as either contributing to organizational goal or contributing to employees goal. In order to maintain good workplace behavior employee should align their goals with organization goals. If employee didnt align their goals with organization then this will lead towards work stress or job stress. Employees behavior can be described as good soldiers, smooth operators and saboteurs. Good soldiers take the organization goals as their own where as smooth operators give first priority to their own goals and the organizational goals and saboteurs are those who neither adopt organizational goals nor their own goals Hodson (1991). Counterproductive workplace behavior is that which harms organization.

Counterproductive workplace behavior refers to behavior by employees that harms an organization or its members Spector & Fox, (2002) and includes acts such as theft, verbal abuse, withholding of effort, lying, refusing to cooperate. Other workplace behavior is deviant behavior. There are two types of deviant behavior interpersonal and organizational. Interpersonal includes racial against other co worker. Organizational deviance means lying about the number of hours worked, ignoring a supervisor etc Aquino, Lewis, & Bradfield, (1999). Researchers gave different names to counterproductive workplace behavior like organizational aggression by Neuman& Baron, (1998); antisocial behavior by Giacalone & Greenberg, (1997), delinquency by Hogan & Hogan, (1989), deviance by Hollinger, (1986) and Robinson & Bennett, (1995). Researchers also mentioned that all these counterproductive behavior are related to job stress Spector and Fox (1998) developed a job stress model that suggests these behaviors are responses to job stress at work. Organization injustice is also a cause of job stress which leads to counterproductive action according to researchers. Cropanzano & Baron, (1991) linked injustice to emotions and workplace conflict.

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Skarlicki & Folger, (1997) Summarized research that indicates employees may respond to perceptions of unfair treatment with negative emotions, such as anger, offend, and dislike (Zohar, (1995) specically demonstrated the role of organizational justice in the job stress process as a role stressor. Above literature review shows that counterproductive actions or deviant behavior are positively related to job stress. Job stress leads employees to do these actions.

2.3 Hypothesis
The hypothesis for this study is based on above three variables. Purpose of the study is to find out H1: H2: Job stress leads to work family conflict Deviant behavior is adopted by job stress

2.4 Theoretical Framework

Research is based on two major variables that are affected by job stress. Work family conflict and deviant behavior.

Dependent Variable

Independent variable

Work Family Conflict

Job Stress
Deviant behavior

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Chapter No. 3 (Research Methodology)

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Methodology
In this chapter research methodology is explained. First of all survey methodology is discussed then target population then measurement tools which are used for this study

Variable
Dependent variable Work family conflict, Deviant behavior Independent variable Job Stress

3.1 Significance of this study

Significance of this study is to find out whether job stress is affecting work family conflict and deviant behavior among the call agents of selected call centers.

3.2 Sample and Sampling Techniques

Targeted population for this research study is call centers located in Lahore. There are maximum number of call center in Lahore but only 2 call centers were included as a targeted population Total 90 questionnaire was distribute out of which 50 call agents gave the response . Non probability sampling technique was used to conduct the research. Non probability sample technique includes the selection of elements from a population using non random procedures. Convenience sample was used for setting the selection criteria. Convenience sample includes non random selection of subjects based on their availability.

3.2.1 Sampling Method

Current study is based on quantitative investigation based on survey methodology. Surveys methods are basically used for collection of data then interpretation of that data. Survey was conducted through questionnaires which were categorized as. 1. Job stress (4 items) 2. Work family conflict (5 items) 3. Deviant behavior ( 14 items)

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3.3 Measurement and Instrumentation

Previously developed measures are used for this study. All items were 5-Point Likert Scale i.e [5] = Strongly Agree, [4] = Agree, [3]= Neutral, [2]= Disagree & [1]= Strongly Disagree

3.3.1 Job Stress Scale:

This measure was developed by Parker (1983) and Decotiis (1983). The measure uses 4 items to measure job stress the items measure improper timing.

3.3.2 Validity job stress

Job stress was negatively correlated with organizational commitment and job satisfaction and positively related with role ambiguity and over load Jamal & Baba, (1992). Responses are obtained using a 5 point likert type scale where 1 = strongly disagreement and 5= strongly agreement. Out of 23 questions 4 questions are used for job stress.

3.3.3 Work Family Conflict scale

This measure was developed by Netemeyar, (1996). The measure uses 5 iteams to measure work family conflict.

3.3.4 Validity Work Family Conflict

Work family conflict negatively correlated with job satisfaction and life satisfaction and positively correlated with job tension, job stress. Work family conflict correlated positively with number of hours worked Netemeyer et al., 1996). Responses are obtained 5 point likert type.

3.3.5 Deviant Behavior Scale

This measure was developed by Aquino, Lewis and Bradfield (1999), the measure uses 14 items to measure deviant behavior of employees the item measure ethnic or racial slur against co workers. Calling in sick when not really ill, lying about the number of hours worked, or purposely ignoring supervisors instructions.

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3.3.6 Validity Deviant Behavior

Organizational deviance correlated positively with employee negative effect. Organizational deviance correlated negatively with interactive justice Aquino, Lewis, & Bradfield, (1999). Responses are obtained using 5 point likert type scale.

3.4 Data Collection Tools

For the purpose collecting data, developed questionnaire was used for job stress by Parker (1983) and Decotiis (1983). Work family conflict Netemeyar, (1996). deviant behavior Aquino, Lewis and Bradfield (1999), and

3.5 Data collection:

In order to collect data firstly permission was taken from the manager of the call center company. Data is collected in two shifts 1 in the morning shift and 2 nd in the night shift. Permission was taken from both morning and night shift manager. Total 90 questionnaire was distribute out of which 50 response were collected. As targeted population is call agents in call centers thats why fist research questionnaire was described to the respondents and promise was given to the employees that all information will only be used for the academic purpose nothing will be disclosed. After that paper based questioners was given to call agents some filled the questionnaire at once while other took some time to fill up the questionnaire. Data was collected from the two main call centers of Lahore.

3.6 Sample Composition

Information about demographic has been collected from questionnaire filled by call centre agents. Demographic information related to respondents includes organization size, age, gender, education and ownership.

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3.6.1 Sample Composition by Age Table 3.1 shows the age of the respondents.

Table 1: Age
Frequency Table
Table 1: AGE

Valid 22 23 24 25 26 27 28 30 31 Tota l

Age 3.1 Frequen Percent Valid Cumulative cy Percent Percent 4 8.0 8.0 8.0 7 14.0 14.0 22.0 14 28.0 28.0 50.0 10 20.0 20.0 70.0 8 2 3 1 1 50 16.0 4.0 6.0 2.0 2.0 100.0 16.0 4.0 6.0 2.0 2.0 100.0 86.0 90.0 96.0 98.0 100.0

In the above graph most of the respondents belong to age group 24 and 25 Accumulating the frequency percentage of 28 and 20% respectively

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3.6.2 Sample Composition by Gender Table 3.1 shows gender segregation of respondents of present study.

Table 2 Gender
Table 2: GENDER

Valid Male Femal e Total

Gender 3.2 Frequen Percent Valid cy Percent 41 9 50 82.0 18.0 100.0 82.0 18.0 100.0

Cumulative Percent 82.0 100.0

Above graph showing that most of the respondents were male because the call centers operate at night so it is quite obvious the less number of female employees are the result of cultural problem associated night jobs for female. As graph showing 82% of the respondents were male.

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3.6.3 Sample Composition by Education Table 3.3 shows gender segregation of respondents of present study.

Table 3 Education
Table 3: EDUCATION

Valid Bachelor Master's Total

Education 3.3 Frequency Percent Valid Percent 44 6 50 88.0 12.0 100.0 88.0 12.0 100.0

Cumulative Percent 88.0 100.0

Education was also the part of demographic. Above graph showing that mostly employees at call centers were at least bachelor degree. Among all 82% employees have bachelor degree and only 12% have master degree.

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Chapter No. 4 (Results and Findings)

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4.0 Research Findings 4.1 Table 1: Descriptive Statistics of Job Stress, Work Family Conflict and Deviant Behavior.
Table 4 Descriptive
Table 4: DESCRIPTIVE STATISTICS OF JS,WFC,DB

JS VALID MEAN MEDIAN MODE STD. DEVIATION 50 4.00 4.32 4.00 .7341

WFC 50 4.25 4.00 3.75 .6184

DB 50 3.8 4.00 4.21 .5919

4.2 Explanation of Mean value in table according to call center agents response
Questioner was conducted for job stress, work family conflict and deviant behavior in which there were total 23 questions. 4 Questions for job stress 5 for work family conflict 14 for deviant behavior.

Targeted population was call centers agents and data was collected from 2 different call centers during moring and night shifts. Sampling size was 50. Questioner was developed on LikertType scale. Statistical tolls are applied to find out values from the questioner data.

As in the above given data N shows the number of total questioners which were 50. The mean, or average, is calculated by adding up the scores and dividing the total by the number of scores. The mean value of job stress is 4 .On likert scale 4 = agree. This shows that job stress plays important role in call agents life. They are agreeing that there is a positive relation between job and stress.

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There were total 5 different questions for work family conflicts section. 5 point likert scale is used to get the response of call agents. Mean value of work family conflict is 4.25. Call agents gave positive response towards work family conflict. They are agreeing that work family conflict arises due to job stress.

Last variable of the research study is Deviant behavior. This behavior is negatively behavior from the employees side. Mean value of deviant behavior is 3.8. This shows that call agents are agreeing on using deviant behavior due to job stress

4.2.1 Median value of job stress, work family conflict and deviant behavior explanation
Median is a mathematical result which indicates that one half of the group is higher and one half lower. It is basically the middle value of the observation. Median value of job stress section is 4 and on Likert scale 4 = agree. Same in work family conflict median value is 4. Most call agents were agreeing that due to job stress their work family conflict arise.

4.2.2 Mode value of job stress, work family conflict and deviant behavior explanation
The mode is the number that appears most often in a set of numbers. Mode value for job stress is 4. This shows that 4 responses appears maximum time. Mode value of wok family conflict is also 4 after rounding up. Same as job stress targeted population agree that their work family conflict arise due to job stress. Mode value of deviant behavior in the table is 4 after rounding down. This shows positive response.

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4.3 Table 2: Explanation of Frequency, percent, valid percent and cumulative percent of job stress variable according to data collected from call agents
Table 5 Job Stress
Table 5: FREQUENCY JS

Valid 1.00 2.00 3.00 4.00 5.00 Total

Frequency 2 5 14 24 5 50

Percent 6.0 16.0 26.0 42.0 10.0 100

Valid percent 6.0 16.0 26.0 42.0 10.0 100

Commutative 6.0 22.0 48.0 90.0 100.0

4.3.1 Frequency
Frequency of a particular data value is the number of times the data value occurs. In the above job stress table there are different frequency values. Option 4.00 in table accrues maximum time. Which means that call agents were agree that job stress affect their life.

4.3.2 Percent
The maximum percentage represents the maxim response from the call agents like in the above table the maximum percentage is 42% for option 4.00.

4.3.3 Valid percent

Valid percentage it uses only those who responded to the question. This is normally used for all data analysis. This column is also showing the maximum response which is 42% for option 4.00. Which means that call agents were agree that job stress affect their life.

4.3.4 Cumulative percent

When adding the valid percent column together row by row, you get the corresponding cumulative percentage. Table showing that option 4.00 accrued maximum time as cumulative percent is 90.0.
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4.4 Table 3: Explanation of Frequency, percent, valid percent and cumulative percent of work family conflict variable according to data collected from call agents
Table 6 Work family conflict
Table 6: FREQUENCY WFC

Valid 2.00 3.00 4.00 5.00 Total

Frequency 3 19 24 4 50

Percent 16.0 30.0 51.0 3.0 100.0

Valid percent 16.0 30.0 51.0 3.0 100.0

Commutative 16.0 46.0 97.0 100.0

4.4.1 Frequency
According to the table Option 4 = agree repeated maximum time

4.4.2 Percent
The maximum percentage represents the maxim response from the call agents. Like in the above table the maximum percentage is 51% for option 4.00 = agree. This option accrued 24 times which means that call agents were agree that due to job stress work family conflict arises.

4.4.3 Valid percent

Valid percentage uses only those who responded to the question. This is normally used for all data analysis. This column is also showing the maximum response which is 51% for option 4.00 = agree. This shows call agents were agree that job stress affect their family life and due to job stress work family conflict arises.

4.4.4 Cumulative percent

When adding the valid percent column together row by row, you get the corresponding cumulative percentage. Table showing that option 4.00 = agree accrued maximum times as cumulative percent is 97.0. As a whole call agents feels that there is positive relationship between job stress and work family conflict.
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4.5 Table 4: Explanation of Frequency, percent, valid percent and cumulative percent of deviant behavior variable according to data collected from call agents
Table 7 Deviant Behavior
Table 7: FREQUENCY DB

Valid 1.00 2.00 3.00 4.00 Total

Frequency 1 10 15 24 50

Percent 2.0 22.0 35.0 41.0 100.0

Valid percent 2.0 22.0 35.0 41.0 100.0

Commutative 2.0 24.0 59.0 100.0

4.5.1 Frequency
Response 4.00 accrued maximum time. Which shows that call agents were agreeing about using of deviant behavior due to job stress.

4.5.2 Percent
The maximum percentage represents the maxim response from the call agents. Like in the above table the maximum percentage is 41% for option 4.00 = agree. This option accrued 24 times which means that call agents were agreeing that they use deviant behavior due to job stress. .

4.5.3 Valid percent

This column also showing that response of call agents towards agree.

4.5.4 Cumulative percent

When adding the valid percent column together row by row, you get the corresponding cumulative percentage this is already discussed above. Table showing that option 4.00 = agree accrued maximum.

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4.6 Histogram Explanation

4.6.1 Graphical Explanation of Job stress, Work family conflict and deviant behavior
Job stress

Job stress bar chart explanation This is basically the graphically representation of the frequency and the job stress. As already discussed in the explanation of job stress we can now easily see that how the graph line is moving upward between 4 to 5 options. On Likert Scale the 4 option represents agree and the 5 option represents completely agree. As a whole call agents feel that stress is positively related with job.

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4.6.2

Work family conflict Histogram

Work family conflict bar chart explanation Now comparison of work family conflict with job stress. Maximum response of call agents in this section can be clearly seen from the bar chart on the left side there are frequency values and on the bottom there are work family conflict response from call agents. Graph showing that 4.00 = agree have maximum frequency. So according to the data it is easily understandable that call agents agree that there is a positive relationship between work family conflict and job stress.

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4.6.3 Deviant Behavior Histogram

Maximum response of call agents in this section can be clearly seen from the bar chart on the left side there are frequency values and on the bottom there are deviant behavior response from call agents. Graph showing that 4.00 = agree have maximum frequency. So according to the data it is easily understandable that call agents agree that their use of deviant behavior is due to job stress.

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4.7 Regression
4.7.1 Table 5 Taking job stress as an independent variable and work family conflict as a dependent variable
Table 8: MODEL SUMMARY JS AND WFC

Table 8 Model Summary Model R .320a R Square Adjusted R Square 1 .102 .089 Std. Error of the Estimate .729

a. Predictors: (Constant), JS Above regression model shows the value of adjusted R-square 0.089 which indicates 9% variation exist in the model of job stress and work family conflict. This shows that 9% of work family conflict is explained by job stress.

4.8 Table 6 ANOVA of Work Family Conflict and Job Stress

Table 9: ANOVA JS AND WFC

Table 9 ANOVAa Model Sum of Squares Regression 1 Residual Total a. Dependent Variable: WFC b. Predictors: (Constant), JS 4.179 36.631 40.810 1 69 70 4.179 .531 7.871 .007b df Mean Square F Sig.

ANOVA (Analysis of variance test statistics) indicates that the model is significant. The ANOVA shows that Job stress is significantly affects dependent variable where (F= 7.781) (Sig 0.007).

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4.9 Table 7 Coefficients of Work Family Conflict and Job Stress

Table 10: COEFFICIENTS JS AND WFC

Table 10 Coefficientsa Model Unstandardized Coefficients B (Constant) 1 JS a. Dependent Variable:WFC From above regression model we can observe that both job stress and work family conflict are significant where p=.000 and 0.007 respectively variables formulating the following regression equation as work family conflict= 2.086+0.450 (Job stress). The beta coefficients tell how strongly the independent variable associated with the dependent variable is. This shows that 1 unit of job stress effect 2.086+0.450 unit of work family conflict. .450 .161 .320 2.806 .007 2.086 Std. Error .546 Standardized Coefficients Beta 3.820 .000 t Sig.

4.10 Table 8 Taking job stress as independent variable and deviant behavior as dependent variable
Regression
Table 11: MODEL SUMMAY JS AND DB

Table 11 Model Summary Model R .432a R Square Adjusted R Square 1 .186 .175 Std. Error of the Estimate .582

a. Predictors: (Constant), JS Above regression model the value of adjusted R-square 0.175 which indicates 18% variation exist in the model of job stress and deviant behavior. This shows that 18% of deviant behavior is explained by job stress.

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4.11 Table 9 ANOVA of Work Family Conflict and Job Stress

Table 12: ANOVA JS AND DB

Table 12 ANOVAa Model Sum of Squares Regression 1 Residual Total a. Dependent Variable: DB b. Predictors: (Constant), JS ANOVA (Analysis of variance test statistics) indicates that the model is significant. The ANOVA shows that independent variables job stress is significantly related with deviant behavior where (F= 15.810) (Sig 0.000). 5.350 23.348 28.697 1 69 70 5.350 .338 15.810 .000b df Mean Square F Sig.

4.12 Table 10 Coefficients of Work Family Conflict and Job Stress

Table 13: COEFFICIENTS JS AND DB

Table 13 Coefficientsa Model Unstandardized Coefficients B (Constant) 1 JS a. Dependent Variable: DB From above regression model we can observe that both job stress and deviant behavior are significant at 0.01 level where p=.000 in both variables formulating the following regression equation as deviant behavior= 1.936+0.510 (job stress). This shows that 1 unit of job stress effects 1.936+0.510 units of deviant behavior. .510 .128 .432 3.976 .000 1.936 Std. Error .436 Standardized Coefficients Beta 4.441 .000 t Sig.

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4.13 Discussion:
When demands from family and work were equally mismatched and meeting demands of one field created difficulties in meeting demands of other field, it led to work-family conflict Gary, (1991). Work only collides with family life when it is over or the timing is not proper the term, work-family conflict generally refers to the interrole conflict in which the role demands from work are incompatible with role demands from family Beutell & Greenhaus, (1985). More specifically, the relationship between work and family has been conceptualized as a bi-directional construct where work roles affect family roles and vice versa Gutek, Searle, & Klepa, (1991). Through regression analysis between job stress and work family conflict it was evident that job stress is significant contributer towards work family conflict. As it was discussed by Beutell & Greenhaus, (1985). In call centers timing starts at night that is why employees have to take rest during day time creating un avoid able circumstances which leads towards work family conflict as it was discussed by Beutell & Greenhaus, (1985). Hence it is observed during the study that job stress can bring conflict in work and family life. Academic researchers originally defined workplace deviance as employee behaviors that break important organizational norms and threaten to damage the organization or members of the organization Bennett & Robinson, (1995). Deviant behavior is said to consist of voluntary acts that break major organizational norms and threaten the welfare of the organization or its members Roland E. Kidwell & Martin (2001). Fox (1998) developed a job stress model that suggests deviant behaviors are responses to job stress at work. Organization injustice is also a cause of job stress which leads to counterproductive action according to researchers. Cropanzano & Baron, (1991) linked injustice to emotions and workplace conflict. Through regression analysis between job stress and deviant behavior it was evident that job stress is significant contributer towards using deviant behavior as discussed by Fox (1998). From study it was found that deviant behavior can cause disturbance at work and hampers the organizational healthy working environment which cause trouble for co workers as discussed by Roland E. Kidwell & Martin (2001). Hence it is observed during the study that job stress can lead employees to use deviant behavior which effects not only other employees but over all organizational working enviroment.

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4.14 Limitations of the study

The outcomes of this research are associated with samples taken from call centers operating in. More research needs to be carried out to broaden the scope of the research topic due to prevailing dynamics of different business environment with respect to country where it has operations. Sample size of the study was relatively smaller due to fewer numbers of complete responses, taking that in to account the research has adequate representation of target population. In depth studies should be conducted to discover the organizational practices and facilities provided to employees and allocation of adequate recourses with respect to training of work force. Lack of time implies convenience sampling to be used as the first choice which might lead to bias but all possible efforts are made to avoid any bias.

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Chapter No. 5 (Conclusion and Recommendations)

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5.1 Conclusion
The study showed the significant affect of job stress on work family conflict and deviant behavior faced by call centre agents. Based on the above analysis the study has generally found that job stress is affecting WFC and deviant behavior. Specifically it was observed that job stress leads to work family conflict and deviant behavior observed during regression analysis. A large number of respondent somewhat reflects to be involved in deviant behavior to avoid job stress as mean of avoidance work family conflict all the above findings show that there is a significant relationship of job stress with work family conflict and deviant behavior. Since the call centers operating in Pakistan works mostly with USA and Canadian based companies as out sourcing service provider where it is noteworthy to consider the time zone difference between Pakistan and North America which is the cause for call centers in Pakistan to operate at night to facilitate the clients residing in USA and Canada. As hypothesis for this research were to find out significant relationship of job stress with work family conflict and job stress with deviant behavior among call centre agents so the results show that there is a significant relationship of job stress with work family conflict and deviant behavior. Both of the proposed hypotheses in study shows significant impact on job stress, work family conflict and deviant behavior.

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5.2 Recommendations
This study has found that job stress is most significant factor lead towards work family conflict and deviant behavior. Call centre operating in Pakistan should incorporate work load management and stress management initiative as part of their operating strategies. Since most of call centers witness higher employee turnover. Due to excessive pressure of quality control mechanism designed by call centers employees get very little or no break in between calls which leads them to over stress causing them to indulge in deviant behavior. Call centers should not only focus on financial performance of the firm but the non financial performance should be considered while designing call quality control strategy. Adequate breaks and stress management techniques should be deployed due to unnatural demands of the job. Affective stress management will minimize the collision of work and family. The study indicated some improvements regarding stress management, work family conflict and deviant behavior so that it can mutually beneficial for organization and employees.

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APPENDIX

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I am Muhammad Asadullah Shah Pirzada doing MBA from Comsats Institute of Information & Technology Lahore and this questionnaire is related to my research project Effects of Job Stress on Work Family Conflict and Deviant Behavior. I am highly appreciative for your time devotion and effort to fill this questionnaire. Please indicate your agreement with each of following statements from 1 to 5.
1 strongly disagree 2 disagree 3 neutral agree 4 agree 5 strongly

Complete ly Disagree

Job Stress 1 Working here makes it hard to spend enough with my family 2 Working here leaves little time for other activities 3 I frequently get the feeling I am married to the company 4 I spend so much time at work , I cant see the forest for the trees Work Family Conflict 1 The demands of my work interfere with my home family life 2 The amount of time my job takes up makes it difficult to fulfill family responsibilities 3 Things I want to do at home do not get done because of the demands my job puts on me 4 My job produces strain that makes it difficult to make changes to my plans for family activities 5 Due to work related duties I have to make changes to my plans for family activities Deviant Behavior 1 Made an ethnic, racial or religious slur against co worker 2 Swore at co-workers 3 Refused to talk to a co-worker 4 Gossiped about my supervisor 5 Made an obscene comment or gesture at co-worker 6 Teased a co-worker in front of other employees 7 Intentionally arrived late for work 8 Called in sick when I was not really ill 9 Took undeserved breaks to avoid work 10 Made unauthorized use of organization property 11 Left work early without permission 12 Lied about the number of hours I worked 13 Worked on a personal matter on the job instead of working for my employer 14 Purposely ignored my supervisors instructions

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Complete ly Agree
5 5 5

Disagree

Neutral

Agree

Name: (Optional) _______________________________ Designation: __________________________ Experience in company: ______ years Name of Your Organization: ____________________________________ Your company is Gender: Age: Education: Male 20-25 Bachelors Public Limited Female 26-30 Masters 31-35 Above Private Limited

MS/M.Phil

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