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Discontent in call centres : a national multilevel and integrated survey on quality of working life among call handlers / Sergio Mauceri.
- Format:
- Book
- Author/Creator:
- Mauceri, Sergio, author.
- Series:
- SAGE research methods. Cases.
- SAGE research methods. Cases
- Language:
- English
- Subjects (All):
- Employee attitude surveys--Case studies.
- Employee attitude surveys.
- Call center agents--Job satisfaction--Italy--Research--Case studies.
- Call center agents.
- Quality of work life--Italy--Research--Case studies.
- Quality of work life.
- Physical Description:
- 1 online resource.
- Place of Publication:
- London : SAGE Publications, 2014.
- Summary:
- This article reports the methodology and main findings of an empirical study of a sample of 1815 call handlers from 21 call centres in four Italian provinces. Rather than assuming a priori the existence of a single model of call-centre work organization, this multilevel project examines both contextual and individual factors that can significantly affect the quality of working life in this specific sector. What emerges is a varied and heterogeneous picture in which signs of occupational discontent emerge only under certain conditions.
- Notes:
- Includes bibliographical references.
- Description based on online resource; title from home page (viewed on November 10, 2015).
- ISBN:
- 9781473946590 (ebook) :
- OCLC:
- 953359590
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