Most of the researchers have discussed the phenomenon of job quality from different perspectives in Customer Contact Center. The current study has highlighted this issue by investigating the relationships of job quality within the organization and the external world. The literature of the study thoroughly discussed the issue in a symmetric way. Further, the hypothesis has been developed on the basis of previous literature and theory. By considering the both employees and customer’s perspective, a dyadic approach has been selected. The primary data were collected with the help of two questionnaires. Three sample companies have been selected from Telecom Industry of Pakistan. Subsequently, the empirical data is presented and tested by using statistical software (SPSS). Finally, the hypotheses have been verified by using statistical tools. In concluding, a positive indirect relationship has been found among the variables of job quality and customer satisfaction. The contribution to study along with further research has been conferred.

This thesis investigates the diversity in job quality of university graduates in 17 European countries using multilevel regression modelling, based on combined REFLEX and HEGESCO graduate survey data. The focus of the research is on aspects of graduate jobs that affect quality, especially the analytically neglected aspects of skill utilisation and work autonomy, as well as income, job security and work life balance First, for the purposes of measuring job quality, the thesis proposes an international multidimensional Graduate Job Quality Index (GJQI) with potential applications for further research and policy evaluation. Second, the thesis analyses variance in graduate job quality across 258 sectors of economic activity in the 17 countries studied, and identifies a number of factors that are correlated with overall job quality and its dimensions. The main research focus, however, is on contextual factors in the wider society and economy that help explain both diversity in job quality and differences between different sectors of the economy and different occupational groups. In particular: 1) the adoption of new computer technologies; 2) exposure to globalisation, and 3) high educational attainment in the labour force. The study tests two broadly contrasting theoretical approaches to differences in graduate job quality: skill-biased technological change theory (Acemoglu, 2002) and the new institutionalism (Baker, 2014) on the one hand, and the conflict theory of global knowledge capitalism (Brown et al., 2012) on the other, and in empirical terms finds more support for the latter of two theoretical accounts.

In Latin America, the debate on what constitutes a 'good' or 'bad' job has been dominated by the phenomenon of informality. Indicators like the 'informal sector size' or the proportion of workers in 'informal employment' give little attention to the intrinsic features of jobs that affect workers' well-being, thus misleading policy efforts. Validation of alternative and comparable human-centred measures of job quality (JQ) is needed. This study aims to evaluate the validity of a multi-dimensional measure of JQ in developing countries, and its usefulness against narrow indicators of formality/informality. To this end, Sen's capability-approach is used along with Green and Mostafa's operationalisation of JQ (Eurofound, 2012), which considers dimensions as varied as earnings, career prospects, autonomy, intensity, social environment, physical environment, and working time. With Central America as the research setting, I address four questions: (1) does Eurofound's indicator capture JQ inequalities at the individual level? (2) Can we draw meaningful comparisons between countries about their ability to provide good jobs? (3) Are the selected features of what constitutes a good job positively associated with Central American workers' well-being? (4) Is the concept of JQ attuned with what local experts conceive as a 'good job'? The research uses a mixed-methods approach to analyse the First Central American Survey on Working Conditions and Health - conducted in 2011 in Panama, Costa Rica, Nicaragua, Honduras, El Salvador and Guatemala - in addition to semi-structured interviews with selected informants from these six countries. The results obtained show, firstly, a reasonable distribution of JQ across groups of workers. They confirm that formal jobs are not ubiquitously the best quality jobs. Secondly, the results evidenced significant variation at the country level regarding earnings and intrinsic job quality, with Costa Rica often ranking at the top. Interestingly, JQ rankings do not always follow from countries' industrial structure, economic performance, informal sector size, or other developmental indicators of common usage; country differences in JQ appear associated with the practical enforcement capacity of labour institutions like trade unions, inspection systems, and the state itself. Thirdly, I corroborated that the selected job features have a positive impact on Central American workers' well-being (except, puzzlingly, for work-time related aspects). Moreover, the positive health effect associated with performing in an intrinsically good job proved to be greater than the effect of working formally. Lastly, I confirmed that local perspectives about what constitutes a 'good job' are in great part consistent with the features included in Green and Mostafa's JQ scheme, while other intrinsic dimensions of the framework have struggled to enter the public discourse. These findings indicate that a JQ framework is generally valid in the Central American context, and provides more information than a conventional indicator of informality. The study contributes to extend the capability approach to the realm of work and to stress its potential for international comparative research. It is recommended that countries collect richer data about those aspects of jobs that have been proven to affect workers' well-being significantly and are not revealed in unidimensional informality figures.

No description available.

Job quality is important: there is a substantial evidence base which illustrates the potential risks of poor quality work. These arise from the occurrence of accidents and disease due to unmanaged hazards, as well as from psychosocial factors such as poor pay and security, shift working or the combination of low control and high demands. There is also a body of evidence which demonstrates a positive impact from good quality work, with contributions to longevity, improved health and happiness, and business success. Despite this recognition of the importance of job quality, there is a lack of agreement around exactly what it is: particularly when trying to define it as a single construct. This research aimed to address this insufficiency by exploring the concept of the good job, and seeking to define job quality from an ergonomics perspective. This approach encourages a broad outlook, taking account of the physical and psychosocial aspects of work, the interactions between them, and the impact of individual variation. A theoretical model is presented to summarise the concept of job quality based on these considerations: this was applied to a study of three bus companies using both a quantitative survey tool and qualitative methods. In developing the model, an initial study was undertaken using repertory grid interviews to explore notions of work and job quality, and to identify the most important areas for further investigation. Interviews were conducted with individuals (n=18) who were employed in a wide range of jobs, and varied substantially in their priorities and preferences. Job content and relationships were often identified as more important than pay levels; but there was also evidence of compromise, where interviewees had prioritised jobs which met their practical needs. Also, individuals perceived a good job differently from one which was good for their health, and overall did not consider good health to be an essential outcome of a good job. Two subsequent studies were undertaken with a focus on jobs commonly done by those with low formal education, who may have more to gain from improved job quality. Semi-structured interviews were carried out firstly with cleaners and manufacturing employees (n=30) and then with bus drivers (n=80). A number of job features such as safety and job/employment security were found to be important for almost all interviewees, and thus were identified as core features of a good job. Other factors such as autonomy and preferences for particular working patterns were more variable, highlighting the importance of job-employee fit. The theoretical model of job quality constructed was based on these findings and the literature. The model was applied in a qualitative study of bus and coach drivers in three companies to assess whether this was a good job, whether it could be a good job, and what the barriers to this might be. In two of the companies bus driving was found to be a poor job, with low pay and inadequate health and safety management. In the third company it was better but there were still challenges: particularly time pressures, low physical activity, and varied and unsociable working patterns. It was identified that some of the barriers to good job quality for bus drivers and potentially in jobs more generally are difficult to address as they are intrinsic to the job. The best solution to these difficulties is to ensure a good fit between job and employee. Other barriers were identified which appeared to be financial, such as low pay in the two smaller companies, but they could also reflect cultural factors within the organisation or within wider society. A final study considered the measurement of job quality, in the light of the importance and extent of individual variation highlighted throughout the research. The DGB-Index (Deutscher Gewerkschaftsbund Index), a questionnaire tool designed and used in Germany which specifically accounts for this, was used in the same three bus companies (n=423). The results were compared with those from the qualitative study and reached similar conclusions, thus confirming the utility of the DGB-Index for job measurement and comparison when translated into English. The research demonstrated that it is possible to define and measure job quality and to compare it between organisations. The model of a good job constructed to facilitate this differs from those found in the literature: it takes into account the variation between individuals and the fact that they construe good jobs in different ways. Thus it highlights the importance to job quality of a good fit between job and individual in addition to the need for work to be good in terms of the more universal features such as job security, safety and adequate pay.

The objective of this research is to analyze the vulnerability in employment of urban labor force,by ethnicity and by sex, for the period 2004-2006. We define vulnerability in employment as theprobability that the labor market status of a worker worsens regarding his past situation. By meansof the ENAHO (INEI) panel urban data for 2004-2006, we find that women, young people,workers older than 45 years old, and those with less education are most vulnerable to leaving thelabor force, or to losing the quality of their job. Education of good quality is important to reducethese vulnerabilities. / El objetivo de esta investigación es analizar la vulnerabilidad en el empleo de la fuerza laboralurbana, por etnicidad y por género, para el período 2004-2006. Definimos vulnerabilidad en elempleo como la probabilidad de que la situación laboral de un trabajador empeore respecto asu situación inicial. Empleando los datos del panel urbano 2004-2006 de las ENAHO (INEI),encontramos que las mujeres, los trabajadores indígenas, los jóvenes, los trabajadores mayoresde 45 años, y aquellos con menor educación son los grupos con mayor probabilidad tanto dedejar la fuerza laboral como de ver reducida la calidad en su empleo. La educación de calidad esimportante para reducir estos tipos de vulnerabilidad.

Cette thèse étudie deux facteurs majeurs pour le bien-être individuel, la qualité de l'emploi et l'accès aux soins. Dans le premier chapitre, nous étudions l'effet de la perte d’emploi suite à une fermeture d’usine sur un large panel d’indicateurs mesurant la qualité de l'emploi retrouvé. Nous utilisons une stratégie d’appariement exact par tranche qui prend en compte les inobservables fixes dans le temps. Nos résultats principaux montrent une dégradation de la qualité de l’emploi suite au licenciement, dont la durée et l’ampleur dépendent de la dimension considérée. Le second chapitre étudie l'impact d'une assurance maladie publique plus généreuse sur la consommation de soins de santé. Nous utilisons la coexistence de deux systèmes d'assurance maladie en France, tous deux publics et obligatoires : le système national, et le régime local d'Alsace Moselle, donc les taux de remboursement sont plus élevés. Nous évaluons comment les personnes déménageant en Alsace Moselle modifient leur consommation de soins, en utilisant les personnes déménageant entre d’autres régions françaises comme groupe de contrôle. En étudiant plusieurs postes de santé, nous trouvons qu’au total, le régime d’Alsace Moselle n’engendre pas de hausse des dépenses. Le dernier chapitre s'intéresse à l'effet de l'achat groupé sur les prix des médicaments dans les hôpitaux français, en utilisant les créations de groupements entre 2009 et 2014. Nos données contiennent les prix d’achat des médicaments innovants dans les hôpitaux publics. Nos résultats montrent que l'achat groupé baisse les prix des médicaments en oligopole, mais n'a aucun impact sur les prix des médicaments qui n'ont pas de concurrents. / This thesis focuses on two major aspects of individual well-being : job quality and the availability of medical care. We first investigate the long-term effects of job displacement on several dimensions of job quality. We use a coarsened exact matching method that takes into account time-invariant unobservables. Our main findings point to a deterioration of job quality after displacement. The magnitude and duration of the observed negative impact depends on the dimension considered. The second chapter studies the impact of a more generous public health insurance. We use the coexistence of two compulsory public health insurance systems in France, the national system, and the Alsace Moselle local system, which offers higher reimbursement rates. We investigate how moving to Alsace Moselle affects healthcare consumption, taking individuals who move between other French regions as a control group. Overall, we show that the Alsace Moselle local system does not increase healthcare consumption. The third chapter estimates the impact of group purchasing on medicine prices in French hospitals. We take advantage of the creation of regional purchasing groups between 2009 and 2014. We use a unique database that provides information on the average annual prices paid by public hospitals for all innovative medicines. Using a fixed effects model controlling for medicine-specific bargaining abilities of hospitals and medicine-specific price trends, we find that group purchasing reduces prices of medicines in oligopoly markets, but has no impact on prices of medicines for which there exist no competitors.

Cette thèse examine l'impact des institutions sur le comportement des travailleurs et la qualité de l'emploi. Les deux premiers chapitres utilisent des données subjectives afin d’évaluer l'impact des politiques de l'emploi sur la qualité de l'emploi d'une manière qui prenne en compte un éventail plus large de conditions de travail pertinentes par rapport à la littérature existante. Le premier chapitre montre qu'une baisse de l'assurance-chômage diminue la satisfaction au travail des travailleurs en les amenant à accepter de moins bonnes conditions de travail. Le deuxième chapitre montre que les effets de la protection partielle de l'emploi sur les licenciements améliorent le sentiment de sécurité de l'emploi pour les travailleurs protégés, mais au prix d'externalités négatives pour les autres travailleurs. Le troisième chapitre apporte de nouveaux éléments sur la manière dont les institutions affectent les normes de genre en examinant les comportements des femmes sur le marché du travail et au sein de leur couple. En nous appuyant sur la période de 41 ans de division de l'Allemagne, nous montrons que les institutions de la RDA, favorable à l'égalité des sexes, ont créé une culture qui a défait la norme selon laquelle l’homme est le principal pourvoyeur du ménage. En revanche, cette norme est encore très répandue en ex-Allemagne de l’Ouest. / This dissertation examines the impact of institutions on workers' behavior and job quality. The first two chapters use subjective data to assess the impact of employment policies on job quality in a way that takes into account a broader range of relevant working conditions compared to existing papers. The first chapter shows that lower unemployment insurance decreases workers' job satisfaction by making them accept lower working conditions. The second chapter shows that the effects of partial employment protection on layoffs improve the feeling of job security for protected workers, but at the cost of a negative externality on other workers. The third chapter provides new evidence on the way institutions affect gender norms by looking at women's behaviors on the labour market and inside their couple. Using the 41-year division of Germany, we show that GDR’s gender equal institutions have created a culture that has undone the male breadwinner norm. By contrast, this norm is still prevalent in former West Germany.

Cette thèse propose une analyse empirique et comparative des conditions d’emploi des descendants d’immigrés en France et aux États-Unis. L’objectif est de mieux caractériser l’intégration sur le marché du travail des descendants d’immigrés, en adoptant une approche multidimensionnelle. La comparaison entre la France et les États-Unis permet de mettre en lumière les dimensions sur lesquelles portent les inégalités en termes de conditions d’emploi entre les descendants d’immigrés et de natifs dans chacun des pays, afin de mieux spécifier ces inégalités. Notre analyse explore dans un premier chapitre, le déclassement professionnel, dans un deuxième chapitre, trois aspects de la sécurité socio-économique de la qualité de l’emploi et enfin, dans un dernier chapitre, la distribution des écarts de salaire. Bien que des écarts en termes de conditions d’emploi existent dans les deux pays en défaveur des descendants d’immigrés, ces écarts ne semblent pas être le résultat d’inégalités mais plutôt d’effets de structure, telles que les différences d’âge ou de niveau d’éducation entre les deux groupes. Les professions et secteurs d’activité dans lesquels les descendants d’immigrés travaillent expliquent aussi ces écarts. Les résultats montrent des similarités entre les deux pays : une fois le biais de sélection à l’accès à l’emploi pris en compte, le fait d’avoir des parents immigrés n’a pas d’effet significatif sur le déclassement professionnel (chapitre 1) mais un effet positif et significatif sur le salaire (chapitre 2). En revanche, les deux pays se distinguent sur plusieurs points. En France, être descendant d’immigrés contribue à significativement freiner l’accès à l’emploi et à diminuer la sécurité de l’emploi. En revanche, aux États-Unis cela a un effet négatif uniquement sur le temps de travail (chapitre 2). Cette thèse défend la prise en compte de l’hétérogénéité qui existe au sein de la population des descendants d’immigrés en termes de pays d’origine de leurs parents. En effet, des effets contradictoires selon le pays d’origine des parents peuvent conduire à des effets non significatifs au niveau agrégé, comme c’est le cas pour le déclassement par exemple. Le dernier chapitre montre un écart salarial plus marqué pour les bas salaires dans les deux pays, avec toutefois comme différence majeure que ce qui reste inobservable contribue à diminuer l’écart salarial entre descendants de natifs et d’immigrés aux États-Unis mais à l’augmenter en France. / The comparison between France and the United States shows how the inequalities in terms of employment conditions between descendants of immigrants and of native-born persons differ.This thesis proposes an empirical and comparative analysis of the employment conditions of immigrants’ offspring in France and in the United States. The goal is to better characterise the labour market integration of immigrants’ offspring, taking a multidimensional approach. The comparison between France and the United States highlight the dimensions of inequalities in terms of employment conditions between the descendants of immigrants and of native-born in each of country, henceforth improving the characterisation of these inequalities. Our analysis explores overeducation in a first chapter, in a second chapter, three aspects of the socio-economic security of job quality and in a final chapter, the distribution of wage differentials. Although differences in terms of employment conditions exist in both countries to the detriment of immigrants’ offspring, these differences do not appear to be the result of inequalities but rather of structural effects such as differences in age or education level between the two groups. The occupations and sectors of activity in which descendants of immigrants work also explain these differences. The results show similarities between the two countries. Once the selection bias to access employment is taken into account, having immigrant parents has no significant effect on overeducation (chapter 1) but a positive and significant effect on wages (chapter 2). On the other hand, the two countries differ on several points. In France, having immigrant parents significantly restricts the access to employment and lowers job security. However, in the United States, there is a negative effect only on working time (chapter 2). This thesis advocates for the consideration of the heterogeneity that exists within the population immigrants’ offspring, according to their parents’country of origin. Indeed, contradictory effects according to the parents’ country of origin may lead to non-significant effects at the aggregate level, as is the case for overeducation, for example. The final chapter shows a wider wage gap for low-wage workers in the two countries. Nevertheless, the major difference between the two countries is that the unobservable component contributes to narrowing the wage gap between natives and of immigrants but to increasing it in France.

”När pengarna rullar in är man motiverad” är en kandidatuppsats i Sociologi skriven av Olivia Pettersson och My Andersson. Syftet med studien är att undersöka ett prestationsbaserat belöningssystem och dess effekter på arbetsmotivation samt upplevd arbetskvalité, detta genom att göra en fallstudie på ett bemanningsföretag i Stockholm. Undersökningen är kvalitativ och genomfördes med hjälp av tematiskt öppna intervjuer tillsammans med fem anställda hos det företag vi valt att här kalla LevereraMera. Tidigare forskning av Eriksson et al. (2002) samt av Schou (1991) visar att lönen är av betydelse för arbetsmotivationen, men att andra faktorer är av större betydelse samt att ingen faktor kan fungera isolerad från andra. Ingen av dessa studier väljer att inkludera fenomenet arbetskvalité samt är av kvantitativ karaktär, vilka är två motiv till denna studie.   Den insamlade empirin analyseras med hjälp av studiens teoretiska ramverk, Herzbergs tvåfaktorteori och Skinners förstärkningsteori. Resultaten visar att det prestationsbaserade belöningssystemet som råder hos LevereraMera har en viss positiv effekt på medarbetarnas arbetsmotivation, men att den inte verkar isolerad från andra, också avgörande, faktorer. Det går inte att urskilja att belöningssystemet har en direkt negativ påverkan på medarbetarnas upplevda arbetskvalité. Något som dock framgår av studien är att upplevelsen av rättvisa samt viljan att samarbeta påverkas negativt av det rådande belöningssystemet, vilket kan leda till en indirekt negativ påverkan på företagets generella arbetskvalité. / "När pengarna rullar in är man motiverad" is a bachelorthesis in Sociology written by Olivia Pettersson and My Andersson. The purpose of the study is to investigate a performance-based reward system and its effects on motivation and perceived job quality, this by doing a case study of a staffing and recruitment company in Stockholm. The study is qualitative and was carried out with the help of thematically open interviews with five employees of a company we have chosen to call LevereraMera. Previous research by Eriksson et al. (2002) and by Schou (1991) show that the salary is of importance for work motivation, but that other factors are more important and that no factor can work in isolation from others. None of these studies choose to include the phenomenon of labor quality and they are of a quantitative nature, which are two motives for this study.   The collected empirical data was analyzed using the theoretical framework, Herzberg’s two-factor theory and Skinner’s reinforcement theory. The results show that the performance-based reward system used at LevereraMera has some positive effect on employee motivation, but it does not function isolated from other, also decisive, factors. It is not possible to discern that the reward system has a direct negative impact on employees' perceived job quality, what is however clear from the study is that the perception of fairness and willingness to cooperate is adversely affected by the current reward system, which can lead to an indirect negative impact on the company's general labor quality.