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Exploring Monitoring, Work Environment and Flexibility as Predictors of Job Satisfaction within Australian Call Centres

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Author(s): John Annakis | Antonio Lobo | Soma Pillay

Journal: International Journal of Business and Management
ISSN 1833-3850

Volume: 6;
Issue: 8;
Date: 2011;
Original page

ABSTRACT
The purpose of this paper is to investigate predictors of workers’ job satisfaction from the labour process andequity theoretical perspectives. The study employed a qualitative approach and draws on data from in depth focusgroups of customer service representatives (CSR). The sample for this study was drawn from three Australian callcentres 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 understandingof these dimensions is critical to understanding CSR job satisfaction perceptions in an industry which exhibits highlabour turnover and absenteeism. This study provides new insights on how to manage effectively job satisfactionwithin call centre environments through the incorporation of more multi-dimensional aspects that are considered tobe strong determinants of CSR job satisfaction. The study contributes to the literature by investigating a moremulti-dimensional approach to studying job satisfaction in call centre environments. The intensive case studyapproach highlights the implications for HRM.
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