Exploring predictors of job satisfaction in call centres - The case of Australia
- Authors: Annakis, John , Lobo, Antonio , Pillay, Soma
- Date: 2011
- Type: Text , Journal article
- Relation: Corporate Ownership and Control Vol. 8, no. 3 D (2011), p. 376-395
- Full Text: false
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- Description: In this paper we examine predictors of job satisfaction within the call centre industry. Using a qualitative methodology, we investigate the nature and extent of job satisfaction of customer service representatives in two large Australian call centres. The findings from the study confirm that monitoring, personal privacy and flexibility correlate to workers' wellbeing and job satisfaction.
Exploring monitoring, work environment and flexibility as predictors of job satisfaction within Australian call centres
- Authors: Annakis, John , Lobo, Antonio , Pillay, Soma
- Date: 2011
- Type: Text , Journal article
- Relation: International Journal of Business and Management Vol. 6, no. 8 (2011), p. 75-93
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- Reviewed:
- Description: The purpose of this paper is to investigate predictors of workers’ job satisfaction from the labour process and equity theoretical perspectives. The study employed a qualitative approach and draws on data from in depth focus groups of customer service representatives (CSR). The sample for this study was drawn from three Australian call centres operating in a variety of business sectors. The study highlights that three dimensions: monitoring, flexibility and work environment are significantly correlated to CSR job satisfaction. Developing an understanding of these dimensions is critical to understanding CSR job satisfaction perceptions in an industry which exhibits high labour turnover and absenteeism. This study provides new insights on how to manage effectively job satisfaction within call centre environments through the incorporation of more multi-dimensional aspects that are considered to be strong determinants of CSR job satisfaction. The study contributes to the literature by investigating a more multi-dimensional approach to studying job satisfaction in call centre environments. The intensive case study approach highlights the implications for HRM.