Work motivation, organisational identification, and well-being in call centre work

  title={Work motivation, organisational identification, and well-being in call centre work},
  author={J{\"u}rgen Wegge and Rolf van Dick and Gary K. Fisher and Christiane Wecking and Kai Moltzen},
  journal={Work \& Stress},
  pages={60 - 83}
Abstract Previous work has not considered the interplay of motivational forces linked to the task with those linked to the social identity of employees. The aim of the present study is to combine these approaches. Two studies with call centre agents (N=211, N=161) were conducted in which the relationships of objective working conditions (e.g., inbound vs. outbound work), subjective measures of motivating potential of work, and organisational identification were analysed. Job satisfaction… 
Work engagement, burnout and related constructs as predictors of turnover intentions : original research
Orientation: The focus of the study was to investigate the predictive relationship between the work engagement-burnout continuum and turnover intentions. Research purpose: The main purpose of the
Engaged or Not? A Comparative Study on Factors Inducing Work Engagement in Call Center and Service Sector Work
The aim of this study was to compare the possibilities of experiencing positive well-being in call centers and other service sector work. The article focuses on the prevalence of working conditions
The relationship between extrinsic motivation, job satisfaction and life satisfaction amongst employees in a public organisation
Orientation: There is much research on extrinsic motivation, job satisfaction and life satisfaction in organisations. However, empirical evidence on how such factors affect employees in public
Motivation requested - Work motivation and the work environment of IT consultants
DOCTORAL DISSERTATION AT THE UNIVERSITY OF GOTHENBURG, 2011 Abstract Wallgren, L. G. (2011). Motivation requested - Work motivation and the work environment ofIT consultants. Department of
Turnover intentions in a call center: The role of emotional dissonance, job resources, and job satisfaction
The role of emotional dissonance (job demand), and two resources, job autonomy and supervisors’ support, in the perception of job satisfaction and turnover intentions among an Italian call center are detected and the role of resources in fosteringJob satisfaction and in decreasing turnover intentions is suggested.
The new short items developed can be used in future multi-variate analyses of the well-being of workers and will lead to an increase in knowledge and the development of new models that can be of theoretical and practical significance.
The downside of organizational identification: Relations between identification, workaholism and well-being
Abstract Employee organizational identification has been proposed and found to be positively related to employee health and well-being. The empirical evidence, however, is not unequivocal, and some
The impact of role stress on job satisfaction and the intention to quit among call centre representatives in a financial company
The call centre industry has been one of the fastest growing industries in South Africa. Call centres have for most companies become a basic business requirement for servicing customers. Zapf, Isic,
Predicting Employees Turnover in Telecom Mobile Communication Call Centers of Pakistan
The aim of this study was to investigate whether call centers work design and structure contributes to raise stress, job dissatisfaction and reduction in organizational commitment amongst client
High Levels of Work Motivation reduce the Perceived Stress: A Study among Information Technology (IT) Consultants
The aim of the longitudinal study covered in this chapter was to test whether job characteristics (job demand, job control), with “motivators” (e.g. recognition, achievement, possibility for growth)


Working conditions, well-being, and job-related attitudes among call centre agents
A comparison of 234 call centre agents with 572 workers in traditional jobs with long lasting training revealed lower job control and task complexity/variety and higher uncertainty among call agents.
Work Motivation and Performance: A Social Identity Perspective
Work motivation and performance were analysed from the perspective of social identity theory and self-categorisation theory. Central in this analysis is the relation of organisational identification
Work Relationships in Telephone Call Centres: Understanding Emotional Exhaustion and Employee Withdrawal
This paper examines the nature of employment and the conditions of work in five telephone call centres in the telecommunications industry in Australia. Call centre work typically requires high levels
What is typical for call centre jobs? Job characteristics, and service interactions in different call centres
Call centres have been one of the few booming branches in recent years. The main task of call centre operators is to interact with customers by telephone, usually supported by computer systems. It
Foci and correlates of organizational identification
Adopting the social identity perspective on organizational identification proposed by Ashforth and Mael (1989), the present study tested two hypotheses concerning the importance of work-group
A test of basic assumptions of Affective Events Theory (AET) in call centre work
Based on data from 2091 call centre representatives working in 85 call centres in the UK, central assumptions of affective events theory (AET) are tested. AET predicts that specific features of work
Employee Well-being in Call Centres
Currently, call centres appear to be the bete noire of organizational types. Call centres have been labelled as ‘electronic panopticons’, ‘dark satanic mills of the 21st century’ and ‘human battery
Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers
The rapid rise of the service sector, and in particular the call centre industry has made the study of emotional labour increasingly important within the area of occupational stress research. Given
Due to growing globalization, cross-national alliances, (international) organizational mergers, restructuring, delayering, or outsourcing, one could assume that the psychological bond between
The utility of a broader conceptualization of organizational identification: Which aspects really matter?
Predictions of social identity and self-categorization theories about the relevance of social identification in organizational contexts are presented. We propose that different foci of identification