Keywords
How to Cite
Abstract
Standardization of answers and cost reduction
efforts have provided a specific relevance to call
centers in the commercial strategy of many service
companies.
The aim of this research is to analyze to what extent
job characteristics, as identified by Hackman and
Oldham (1980), are essential determinants for
the level of satisfaction of the contact employee
in a call center.
Indeed, literature clearly suggests that job
characteristics have a huge influence on employees´
work performance, their level of satisfaction,
and, as a consequence, on the quality of services
provided to the customers.
In order to answer these questions, we have
performed a case study, based on a questionnaire
survey.
Findings reveal that employees feel that their
jobs are highly structured and that they are
being closely monitored, what might worsen
their performance regarding the contact with the
customer, mainly in what concerns customization,
flexibility and adequate answer in a single contact.
In order to increase frontline employees’
performance, a proposal that enhances job
autonomy and values intrinsic satisfaction is made.
The research suggests the need to change the
way companies view contact employee’s job, in
a call center context, not always perceived and
designed as strategic or determinant for customers’
satisfaction, which calls for additional institutional
investment in the redesign of such job.
If a paper is approved for publication, its copyright has to be transferred by the author(s) to the Review of Business Management – RBGN.
Accordingly, authors are REQUIRED to send RBGN a duly completed and signed Copyright Transfer Form. Please refer to the following template: [Copyright Transfer]
The conditions set out by the Copyright Transfer Form state that the Review of Business Management – RBGN owns, free of charge and permanently, the copyright of the papers it publishes. Although the authors are required to sign the Copyright Transfer Form, RBGN allows authors to hold and use their own copyright without restrictions.
The texts published by RBGN are the sole responsibility of their authors.
The review has adopted the CC-BY Creative Commons Attribution 4.0 allowing redistribution and reuse of papers on condition that the authorship is properly credited.