PRIORITIZING STRESS MANAGEMENT STRATEGIES FOR KAHRAMAA CUSTOMER SERVICE DEPARTMENT: ANALYTIC NETWORK PROCESS AND SUPERMATRIX APPROACHt

Abstract

Stress is a ubiquitous phenomenon that has several fiscal and practical consequences on both the employees and the employers. Implementing stress management strategy in the workplace is a critical issue for leaders and managers. Studying stress and reducing its impact on employees is very helpful for organizations. The aim of this paper is to present an applicable and reliable evaluation method to assess decision makers in Kahramaa Customer Service Department to prioritize and select the most appropriate stress reduction strategy. To meet the aims and objectives of the study, the Analytical Network Process (ANP) method is used to determine the best possible strategy to reduce stress based on reliable assessment criteria that are designed to suit the case of Kahramaa Customer Service Department. The research compared the best strategy out of four different stress reduction strategies which are problem-focused strategy, emotional focused strategy, job characteristics and role ambiguity strategy, and corporate wellness program. The study focused on the prioritization of those strategies by assessing the criteria and sub-criteria of each of the dimensions used for the assessment. The criteria importance and relativity were driven by a comprehensive literature review to support the pairwise comparisons using and utilizing experts’ and scholars’ opinions. The research concluded that the most effective strategies for stress reduction are social support strategies, problem-solving strategies, HR strategies, and environmental strategies. The ANP analysis shows that the corporate wellness program is the most effective and optimal strategy for stress reduction for Kahramaa Customer Service Department employees. The corporate wellness program received the highest scores among other strategies based on the criteria selection and prioritization. The assessment criteria, the sub-criteria, and the alternatives can be altered and customized to outfit any government or semi-government organization in Qatar. This study is focused and aims to assess decision makers. Such studies are not common in the Qatari market. Qatar market is rapidly growing. The government and semi-government organizations in Qatar are racing against time to cope with modern business strategies to fulfil their role in the growing eco-system of the country. Such studies can be a simple, straightforward, and reliable approach to assess managers in government and semi-government organizations on how to improve the working conditions of their employees and reduce stress. Reducing stress is an urging matter to organizations such as Kahramaa. Employees perform better when they are not stressed. Their productivity grows, as well as their commitment, dedication, and loyalty. On the other hand, stressed employees will not be creative enough and will not be effective members in the organization. Accordingly, all organizations in Qatar that have the same problem of Kahrama can highly benefit from this study.