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.

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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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 3, Volume 3 Issue 1:

An analysis of CSR in human resource management practices and its impact on employee job satisfaction in Catalonia, Spain

Author

Dolors Celma – (Tecnocampus – Universitat Pompeu Fabra)

Esther Martínez-García – (Universitat de Girona)

Josep Mª Raya – (Tecnocampus – Universitat Pompeu Fabra)

Received June 8, 2016; accepted November 5, 2016.

Abstract

Incorporating Corporate Social Responsibility (CSR) into HRM may be a way of integrating employee wellbeing within the workplace. This article provides an empirical analysis of the impact CSR human resource management practices (HRMP) have on job satisfaction (JS). Our aim is to determine which practices contribute most to enhancing employee JS. In an attempt to be as comprehensive as possible, the analysis includes a broad array of HRMP and different dimensions of JS as well as overall JS. Results taken from a representative sample of 1,647 Spanish employees in Catalonia show that in general CSR in HRMP increases JS; some practices (such as wage level) are only relevant for specific dimensions of JS, while others (such as job security) stand out due to their positive effects on all or the majority of JS dimensions. Implications for policymakers and firms interested in attracting and retaining employees by creating high JS are discussed.

La incorporación de la Responsabilidad Social Corporativa (RSC) en la gestión de recursos humanos puede ser una forma de integrar el bienestar de los empleados en el lugar de trabajo. Este artículo proporciona un análisis empírico del impacto que las prácticas de gestión de recursos humanos de RSC (HRMP) tienen en la satisfacción laboral (JS). Nuestro objetivo es determinar qué prácticas contribuyen más a mejorar JS de los empleados. En un intento por ser lo más completo posible, el análisis incluye una amplia gama de HRMP y diferentes dimensiones de JS, así como JS en general. Los resultados tomados de una muestra representativa de 1.647 empleados españoles en Cataluña muestran que, en general, la RSC en HRMP aumenta JS; algunas prácticas (como el nivel salarial) solo son relevantes para dimensiones específicas de JS, mientras que otras (como la seguridad laboral) se destacan por sus efectos positivos en todas o la mayoría de las dimensiones de JS. Se discuten las implicaciones para los formuladores de políticas y las empresas interesadas en atraer y retener a los empleados mediante la creación de un alto nivel de JS.

Citation

Dolors Celma-Benaiges, M., Martínez-García, E., & Raya, J. (2016). An analysis of CSR in human resource management practices and its impact on employee job satisfaction in Catalonia, Spain. European Accounting and Management Review3(1), 45-71.

Figures

Keywords

  • Job satisfaction
  • Corporate Social Responsibility
  • Human resource management
  • Dimensions of job satisfaction
  • Job quality

Palabras clave

  • Satisfacción laboral
  • Responsabilidad social corporativa
  • Gestión de recursos humanos
  • Dimensiones de satisfacción laboral
  • Calidad del trabajo

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Related Posts

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

Read More »

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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