Exploring predictors of job satisfaction in call centres: the case of Australia

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Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.3/221770

Title: Exploring predictors of job satisfaction in call centres: the case of Australia
Author(s): Annakis, John; Lobo, Tony; Pillay, Soma
Abstract: In this paper we examine predictors of job satisfaction within the call centre industry. Using a qualitative methodology, we investigate the nature and extent of job satisfaction of customer service representatives in two large Australian call centres. The findings from the study confirm that monitoring, personal privacy and flexibility correlate to workers' wellbeing and job satisfaction.
Publication type: Journal article
Source: Corporate Ownership and Control, Vol. 8, no. 3 (2011), pp. 376-395
Publication year: 2011
FOR Code(s): 1501 Accounting, Auditing and Accountability; 1502 Banking, Finance and Investment; 1503 Business and Management; 150305 Human Resources Management
Keyword(s): Australia; Call centres; Customer relations representatives; Job satisfaction; Predictors
Publisher: Virtus Interpress
ISSN: 1727-9232
Publisher URL: http://www.virtusinterpress.org/journals-coc-index.html
Peer reviewed