The Relationships Between Job Characteristics and Job Satisfaction Among Call Center Workers

摘要: Empirical studies have shown that employee turnover rates in call centers positions are significantly greater than most other job positions. This quantitative study examined the relationship of center employees’ satisfaction and characteristics using Hackman Oldham’s Job Characteristics Model as primary theoretical framework. Specifically, looked at components Motivating Potential Score, including three psychological states five characteristics, relation to satisfaction. surveyed employees within a large payroll human resources services company New York State. The results demonstrated there was strong positive correlation between Score. In addition, showed states, experienced meaningfulness knowledge almost equally had strongest perceived Feedback greatest among overall sample workers. These findings highlight opportunity conduct additional research gain insights into design, training for both workers their management, initiatives motivating female employees. Overall, this provides understanding Degree Type Dissertation Name Doctor Education (EdD) Department Executive Leadership First Supervisor Maria Cianca Second Timothy Franz Subject Categories dissertation is available Fisher Digital Publications: http://fisherpub.sjfc.edu/education_etd/199 Relationships Between Satisfaction Among Call Center Workers