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首页> 外文期刊>International Journal of Business and Management >Exploring Monitoring, Work Environment and Flexibility as Predictors of Job Satisfaction within Australian Call Centres
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Exploring Monitoring, Work Environment and Flexibility as Predictors of Job Satisfaction within Australian Call Centres

机译：探索监控，工作环境和灵活性，作为澳大利亚呼叫中心内工作满意度的预测指标

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The purpose of this paper is to investigate predictors of workers’ job satisfaction from the labour process and equity theoretical perspectives. The study employed a qualitative approach and draws on data from in depth focus groups of customer service representatives (CSR). The sample for this study was drawn from three Australian call centres 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 understanding of these dimensions is critical to understanding CSR job satisfaction perceptions in an industry which exhibits high labour turnover and absenteeism. This study provides new insights on how to manage effectively job satisfaction within call centre environments through the incorporation of more multi-dimensional aspects that are considered to be strong determinants of CSR job satisfaction. The study contributes to the literature by investigating a more multi-dimensional approach to studying job satisfaction in call centre environments. The intensive case study approach highlights the implications for HRM.
机译：本文旨在从劳动过程和公平理论的角度研究工人工作满意度的预测指标。该研究采用定性方法，并从客户服务代表（CSR）的深度焦点小组中提取数据。这项研究的样本来自在各个业务领域运营的三个澳大利亚呼叫中心。该研究强调了三个方面：监控，灵活性和工作环境与CSR工作满意度显着相关。对这些方面的理解至关重要，这对于了解一个劳动力流动率高且缺勤率高的行业的企业社会责任工作满意度感至关重要。这项研究通过结合更多被认为是企业社会责任工作满意度的决定因素的多维方面，为如何在呼叫中心环境中有效管理工作满意度提供了新见解。该研究通过研究一种更多维的方法来研究呼叫中心环境中的工作满意度，为文献做出了贡献。深入的案例研究方法突显了人力资源管理的意义。

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