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Call centres and job satisfaction: ...

Dalhousie University (Canada).

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Call centres and job satisfaction: An examination of work in the information technology economy of Novia Scotia.

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	Call centres and job satisfaction: An examination of work in the information technology economy of Novia Scotia./
作者:	MacRae, Sandra P.
面頁冊數:	95 p.
附註:	Source: Masters Abstracts International, Volume: 46-02, page: 0759.
Contained By:	Masters Abstracts International46-02.
標題:	Psychology, Industrial. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=MR31655
ISBN:	9780494316559

Call centres and job satisfaction: An examination of work in the information technology economy of Novia Scotia.
MacRae, Sandra P.

Call centres and job satisfaction: An examination of work in the information technology economy of Novia Scotia. - 95 p.

Source: Masters Abstracts International, Volume: 46-02, page: 0759.

Thesis (M.A.)--Dalhousie University (Canada), 2007.

This research explores job satisfaction among call centre workers in Nova Scotia. A secondary data analysis of data collected from 12 centres in the province is used to study worker satisfaction. Call centre typologies are created through the use of several models. An initial model is created using the traditional variables of a segmented labour market. A second model consists of organizational/interaction variables. Both models are used to examine job satisfaction and then combined to form an overall model. In addition to the models, a distinction is made between two types of workflows which exist in call centre work---that of "qualitative" and "quantitative". Despite typologies accounting for modest amounts of variance, interest finds exist when examining workflows. Distinct patterns emerge from these workflows and may well explain diverse research findings in call centre work.

ISBN: 9780494316559Subjects--Topical Terms:

520063
Psychology, Industrial.

Call centres and job satisfaction: An examination of work in the information technology economy of Novia Scotia.
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