Article 1, Volume 6 Issue 1

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 Review6(1), 1-39.

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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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Article 4, Volume 6 Issue 2

The dehumanization and demoralization of Management Control Systems: Can we possibly re-humanize and re- moralize them? Author Josep M. Rosanas – (IESE Business School – Crèdit Andorrà Chair of Organizations, Markets and Humanism) DOI: 10.26595/eamr.2014.6.2.4 Download PDF View HTML Received April 1, 2020; accepted May 6, 2020. Abstract English In the last few decades, there

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Article 3, Volume 6 Issue 2

Study of an SB2 Beneficiary’s Pension Plan Author   Enriqueta Mancilla-Redón – (Universidad La Salle México) Carmen Lozano Arizmendi – (Universidad La Salle México) DOI: 10.26595/eamr.2014.6.2.3 Download PDF View HTML Received February 17, 2020; accepted May 22, 2020. Abstract English The individual account pension system established by the Social Security Act 1997 shows that the

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Article 2, Volume 6 Issue 2

Systematic Literature Review on Service Quality in Business Schools Author Llorenç Bagur-Femenías – (UPF Barcelona School of Management) Marian Buil – (Escola de Ciències Socials i de l’Empresa Tecnocampus – UPF) Josep Llach – (Universitat de Girona) DOI: 10.26595/eamr.2014.6.2.2 Download PDF View HTML Received April 25, 2020; accepted May 6, 2020. Abstract English This paper

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Article 4, Volume 1 Issue 2:

What makes a woman to choose to work in a family company instead of a looking for a position in the work market or creating her own company?: a literature review

Author

Anna Akhmedova – (Universitat Internacional de Catalunya)

Rita Cavalloti – (Universitat Internacional de Catalunya)

Frederic Marimon – (Universitat Internacional de Catalunya)

Received March 17, 2014; accepted May 12, 2015.

Abstract

Despite seeming attractiveness to women, family firms fail to attract females to high-level positions. Previous research was citing primogeniture, daughter invisibility and role incongruity among possible explanations. However, recent studies suggest that such “barriers to leadership” cannot statistically explain existing gap. Most of research loses sight that professionals with family business background have diverse career options and succession is only one of them. A review of literature on succession showed that men and women have slightly different understanding of extrinsic and intrinsic benefits and different valuing of transcendent motives. Furthermore, men and women perceive abilities and chances to success as a function of social experiences, which partially explains underrepresentation. In general, the literature on successors’ motivation is scarce and inconclusive. This research area will gain from empirical studies – both quantitative and qualitative, using humanistic and cognitive frameworks to study career intentions of young professionals and female incumbents of family firms.

 

A pesar de parecer atractivo para las mujeres, las empresas familiares no logran atraer a las mujeres a puestos de alto nivel. Investigaciones anteriores citaban primogenitura, invisibilidad de la hija e incongruencia de roles entre las posibles explicaciones. Sin embargo, estudios recientes sugieren que tales “barreras al liderazgo” no pueden explicar estadísticamente la brecha existente. La mayor parte de la investigación pierde de vista que los profesionales con experiencia en negocios familiares tienen diversas opciones de carrera y la sucesión es solo una de ellas. Una revisión de la literatura sobre sucesión mostró que los hombres y las mujeres tienen una comprensión ligeramente diferente de los beneficios extrínsecos e intrínsecos y una valoración diferente de los motivos trascendentes. Además, los hombres y las mujeres perciben las habilidades y las posibilidades de éxito en función de las experiencias sociales, lo que explica en parte la falta de representación. En general, la literatura sobre la motivación de los sucesores es escasa e inconclusa. Esta área de investigación se beneficiará de los estudios empíricos, tanto cuantitativos como cualitativos, utilizando marcos humanísticos y cognitivos para estudiar las intenciones profesionales de los jóvenes profesionales y las mujeres titulares de empresas familiares.

Citation

Akhmedova, A., Cavallotti, R., & Viadiu, F. M. (2015). What Makes a Woman to Choose to Work in a Family Company Instead of a Looking for a Position in the Work Market or Creating Her Own Company?: a Literature Review. A Literature Review. European Accounting and Management Review2(1).

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Keywords

  • Gender
  • Career motivation
  • Family firms
  • Succession

Palabras clave

  • Género
  • Motivación profesional
  • Empresas familiares
  • Sucesión

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Article 4, Volume 6 Issue 2

The dehumanization and demoralization of Management Control Systems: Can we possibly re-humanize and re- moralize them? Author Josep M. Rosanas – (IESE Business School – Crèdit Andorrà Chair of Organizations, Markets and Humanism) DOI: 10.26595/eamr.2014.6.2.4 Download PDF View HTML Received April 1, 2020; accepted May 6, 2020. Abstract English In the last few decades, there

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Article 3, Volume 6 Issue 2

Study of an SB2 Beneficiary’s Pension Plan Author   Enriqueta Mancilla-Redón – (Universidad La Salle México) Carmen Lozano Arizmendi – (Universidad La Salle México) DOI: 10.26595/eamr.2014.6.2.3 Download PDF View HTML Received February 17, 2020; accepted May 22, 2020. Abstract English The individual account pension system established by the Social Security Act 1997 shows that the

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Article 2, Volume 6 Issue 2

Systematic Literature Review on Service Quality in Business Schools Author Llorenç Bagur-Femenías – (UPF Barcelona School of Management) Marian Buil – (Escola de Ciències Socials i de l’Empresa Tecnocampus – UPF) Josep Llach – (Universitat de Girona) DOI: 10.26595/eamr.2014.6.2.2 Download PDF View HTML Received April 25, 2020; accepted May 6, 2020. Abstract English This paper

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Article 1, Volume 1 Issue 1:

Strategic management decisions in power positions to achieve business excellence in small service businesses: does gender matter?

Author

María del Mar Alonso-Almeida – (Universidad Autónoma de Madrid)

Kerstin Bremser – (Pforzheim University)

Received April 1, 2014; accepted June 17, 2014.

Abstract

The paper presents the results of a 2009 survey of 136 Spanish small service businesses. Male and female owners of travel agencies were interviewed to indicate their crisis readiness and measures taken to confront the crisis. Gender based differences in strategic decision-making were detected. Whereas men and women were equally successful to overcome the crisis, their strategies differed. Women were on average significantly younger, employed measures focusing on price, kept social measures intact and employed to a lesser extent drastic measures to reduce costs (layoffs, dismissals). Men used drastic measures most. The differences in strategic choice can be attributed to a gender specific leadership style.

El documento presenta los resultados de una encuesta realizada en 2009 a 136 pequeñas empresas españolas de servicios. Se entrevistó a los propietarios de las agencias de viajes para indicar su preparación para la crisis y las medidas adoptadas para enfrentarla. Se detectaron diferencias de género en la toma de decisiones estratégicas. Mientras que hombres y mujeres tuvieron el mismo éxito para superar la crisis, sus estrategias diferían. En promedio, las mujeres eran significativamente más jóvenes, emplearon medidas centradas en el precio, mantuvieron intactas las medidas sociales y emplearon en menor medida medidas drásticas para reducir los costos (despidos). Los hombres usaron medidas más drásticas. Las diferencias en la elección estratégica se pueden atribuir a un estilo de liderazgo específico de género.

Citation

Alonso‐Almeida, M. D. M., & Bremser, K. (2014). Strategic management decisions in power positions to achieve business excellence in small service businesses: does gender matter?. European Accounting and Management Review1(1).

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Keywords

  • Gender
  • Tourism
  • Small services
  • Crisis management
  • Decision-taking

Palabras clave

  • Género
  • Turismo
  • Servicios pequeños
  • Gestión de crisis
  • Toma de decisiones

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Article 4, Volume 6 Issue 2

The dehumanization and demoralization of Management Control Systems: Can we possibly re-humanize and re- moralize them? Author Josep M. Rosanas – (IESE Business School – Crèdit Andorrà Chair of Organizations, Markets and Humanism) DOI: 10.26595/eamr.2014.6.2.4 Download PDF View HTML Received April 1, 2020; accepted May 6, 2020. Abstract English In the last few decades, there

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Article 3, Volume 6 Issue 2

Study of an SB2 Beneficiary’s Pension Plan Author   Enriqueta Mancilla-Redón – (Universidad La Salle México) Carmen Lozano Arizmendi – (Universidad La Salle México) DOI: 10.26595/eamr.2014.6.2.3 Download PDF View HTML Received February 17, 2020; accepted May 22, 2020. Abstract English The individual account pension system established by the Social Security Act 1997 shows that the

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Article 2, Volume 6 Issue 2

Systematic Literature Review on Service Quality in Business Schools Author Llorenç Bagur-Femenías – (UPF Barcelona School of Management) Marian Buil – (Escola de Ciències Socials i de l’Empresa Tecnocampus – UPF) Josep Llach – (Universitat de Girona) DOI: 10.26595/eamr.2014.6.2.2 Download PDF View HTML Received April 25, 2020; accepted May 6, 2020. Abstract English This paper

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