TABLE OF CONTENTS
ACKNOWLEDGEMENTS I
ABSTRACT II
TABLE OF CONTENTS III
LIST OF TABLES VII
LIST OF FIGURES IX
CHAPTER ONE INTRODUCTION 1
1.1 Research Background 1
1.2 Motivations 3
1.3 Research Objectives 5
1.4 Research Framework 6
CHAPTER TWO LITERATURE REVIEW 8
2.1 Stress 8
2.1.1 Definition of Stress 8
2.1.2 Main Stressors 9
2.1.3 Stress Response 13
2.1.4 Impacts of Stress 16
2.1.5 Common Stress Coping Strategies 19
2.2 Methods of Therapies for Psychological Problems 27
2.2.1 Psychoanalytic Therapies 29
2.2.2 Humanistic Therapies 31
2.2.3 Behaviour Therapies 32
2.2.4 Cognitive Therapies 34
2.2.5 Biomedical Therapies 37
2.3 Service Design 39
2.3.1 Defining the Service 40
2.3.2 Service Design 42
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 45
3.1 Conceptual Framework 45
3.2 Research Questions 47
3.3 Quantitative Research 47
3.3.1 Questionnaire Design 47
3.3.2 Sampling Plan 49
3.3.3 Pilot Questionnaire Test 50
3.3.4 Questionnaire Distribution 51
3.3.5 Quantitative Result Analyses 51
3.4 Qualitative Research 53
CHAPTER FOUR QUANTITATIVE STUDY 55
4.1 Descriptive Statistic Analyses 55
4.1.1 Main Stressors 56
4.1.2 Attitude towards Stress 57
4.1.3 Activities to Release Stress 58
4.1.4 Places to Release Stress 60
4.1.5 Whom to Confide When Stressed 61
4.2 Analysis of Variance (ANOVA) of Stressors and Confidants 63
4.2.1 Based on Gender 63
4.2.2 Based on Education 65
4.2.3 Based on Occupation 67
4.2.4 Based on Age Groups 69
4.2.5 Based on Marital Status 71
4.2.6 Based on Nationality 73
4.3 Analysis of Variance (ANOVA) of Activity and Location 75
4.4 Analysis of Variance (ANOVA) of Stress Release Actions 77
4.5 Cross-tabulation Analysis on Location 78
4.5.1 Location vs. Gender 78
4.5.2 Location vs. Education 80
4.5.3 Location vs. Occupation 81
4.5.4 Location vs. Marital Status 83
4.5.5 Location vs. Age Groups 85
4.5.6 Location vs. Nationality 87
4.6 Cross-tabulation Analysis on Activities 88
4.6.1 Activities vs. Gender 89
4.6.2 Activities vs. Education 90
4.6.3 Activities vs. Occupation 92
4.6.4 Activities vs. Marital Status 94
4.6.5 Activities vs. Age Groups 96
4.6.6 Activities vs. Nationality 98
CHAPTER FIVE QUALITATIVE STUDY 101
5.1 Experimental Study 101
5.2 Service Design and Service Blueprint 102
5.3 Experiment Design 105
5.4 Experiment Results 110
5.5 Consultation with Psychologist 116
CHAPTER SIX CONCLUSIONS AND SUGGESTIONS 118
6.1 Discussions and Implications 118
6.2 Research Limitations and Suggestions 119
REFERENCES 122
APPENDICES 137
Appendix 1: Questionnaire Design 137
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