Analysis of job satisfaction in call centers in Spain
Author
José Luis Gallizo – (University of Lleida, Business Department)
Maria Pilar Curós – (University of Barcelona, Business Department)
Received August 10, 2019; accepted September 19, 2019.
Abstract
The goal of this study to determine what factors influence the job satisfaction amongst the telemarketers from Call Centre in Spain. We developed a suitable methodology to write a questionnaire, which was filled-in by telemarketers from different companies. By means of a thorough analysis of those completed surveys, we got some important results and conclusions. We have found that job satisfaction in Call Center companies, is an important factor that influences the service they provide to users. We also concluded that the job satisfaction of telemarketers in this sector is especially related to the marital status and educational level.
El objetivo de este estudio es determinar qué factores influyen en la satisfacción laboral entre los telemarketers de Call Center en España. Desarrollamos una metodología adecuada para escribir un cuestionario, el cual fue completado por telemarketers de diferentes compañías. Mediante un análisis exhaustivo de esas encuestas completadas, obtuvimos algunos resultados y conclusiones importantes. Hemos encontrado que la satisfacción laboral en las empresas de Call Center es un factor importante que influye en el servicio que brindan a los usuarios. También concluimos que la satisfacción laboral de los telemarketers en este sector está especialmente relacionada con el estado civil y el nivel educativo.
Citation
Gallizo, J. L., & Curós, M. P. (2018). Analysis of Job Satisfaction in Call Centers in Spain. European Accounting and Management Review, 6(1), 1-39.
Figures
Keywords
- Job Satisfaction
- Employee-Organization Relationship
- Stress/Well-being
- Gender Issues
Palabras clave
- Satisfacción laboral
- Relación entre trabajador-empresa
- Estrés/Bienestar
- Cuestiones de género
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