O estudo discute conceitualmente a qualidade do emprego seguindo um viés crítico de abordagem do tema considerando-se o contexto da sociedade informacional. O estudo é desenvolvido realizando um diagnóstico sobre a qualidade do emprego no segmento de telefonia móvel celular brasileiro, entendendo que em segmentos emergentes de emprego estabelecem-se processos particulares que implicam em diferenciais ao discutir a concepção da qualidade do emprego. Qualidade do emprego é uma matéria indefinida e polêmica que foi tratada a partir de modelos padrões de emprego, geralmente sustentados na sociedade industrial. No âmbito das transformações da realidade do trabalho e do surgimento de uma mão-de-obra de perfil diferenciado, sugere-se uma lógica distinta de avaliação da qualidade do emprego, condizente com os padrões vigentes. No estudo investigou-se como se expressa a qualidade do emprego nas operadoras de telefonia móvel celular a partir da conjugação entre as características gerais dos empregos e o perfil dos trabalhadores que estão empregados nestas empresas. A rotina do trabalho passa a ser marcada pela capacidade de ajustar-se e de estar sempre motivado, por isso, nestas empresas, buscam-se trabalhadores com perfil volátil, aspectos que têm caracterizado uma mãode- obra jovem. As condições de emprego parecem condizer com as aspirações do perfil de trabalhador demandado. A qualidade do emprego nas empresas investigadas também reside na formação de uma “cultura” que desperta no trabalhador a necessidade de reforçar a sua empregabilidade. Nessa conjugação entre exigências do emprego e aspirações dos trabalhadores os empregos podem demonstrar-se satisfatórios, expressando-se como “empregos de qualidade”. Qualidade do emprego é mais palpável quando se refere a este circuito de aspectos, e não a uma pré-concepção de um “emprego de qualidade”. / Quality of job is an indefinite and controversial subject that was dealt with from models standards job, generally supported in the industrial society. In the scope of the transformations of the reality of the work and the sprouting of a work force of differentiated profile, a logic distinct of evaluation of the quality of the job is suggested, understanding with the effective standards. In the study it was investigated as if express the quality of the job in the operators of cellular mobile telephony from the conjugate enters the general characteristics of the jobs and the profile of the workers who are used in these companies. The routine of the work passes to be marked by the capacity to adjust themselves and to be always motivated, therefore, in these companies, they search diligent with volatile profile, aspects that have characterized a young work force. The job conditions seem to understanding with the aspirations of the profile of demanded worker. The quality of job in the companies also investigated inhabits in the formation of a “culture” that awakes in the worker the necessity to strengthen its empregability. In this conjugate between requirements of the job and aspirations of the workers the jobs can be demonstrated satisfactory, expressing itself as “quality jobs”. Quality of job is more concrete when it is mentioned to this circuit of aspects, and not to a preconception of a “quality jobs”.

O estudo discute conceitualmente a qualidade do emprego seguindo um viés crítico de abordagem do tema considerando-se o contexto da sociedade informacional. O estudo é desenvolvido realizando um diagnóstico sobre a qualidade do emprego no segmento de telefonia móvel celular brasileiro, entendendo que em segmentos emergentes de emprego estabelecem-se processos particulares que implicam em diferenciais ao discutir a concepção da qualidade do emprego. Qualidade do emprego é uma matéria indefinida e polêmica que foi tratada a partir de modelos padrões de emprego, geralmente sustentados na sociedade industrial. No âmbito das transformações da realidade do trabalho e do surgimento de uma mão-de-obra de perfil diferenciado, sugere-se uma lógica distinta de avaliação da qualidade do emprego, condizente com os padrões vigentes. No estudo investigou-se como se expressa a qualidade do emprego nas operadoras de telefonia móvel celular a partir da conjugação entre as características gerais dos empregos e o perfil dos trabalhadores que estão empregados nestas empresas. A rotina do trabalho passa a ser marcada pela capacidade de ajustar-se e de estar sempre motivado, por isso, nestas empresas, buscam-se trabalhadores com perfil volátil, aspectos que têm caracterizado uma mãode- obra jovem. As condições de emprego parecem condizer com as aspirações do perfil de trabalhador demandado. A qualidade do emprego nas empresas investigadas também reside na formação de uma “cultura” que desperta no trabalhador a necessidade de reforçar a sua empregabilidade. Nessa conjugação entre exigências do emprego e aspirações dos trabalhadores os empregos podem demonstrar-se satisfatórios, expressando-se como “empregos de qualidade”. Qualidade do emprego é mais palpável quando se refere a este circuito de aspectos, e não a uma pré-concepção de um “emprego de qualidade”. / Quality of job is an indefinite and controversial subject that was dealt with from models standards job, generally supported in the industrial society. In the scope of the transformations of the reality of the work and the sprouting of a work force of differentiated profile, a logic distinct of evaluation of the quality of the job is suggested, understanding with the effective standards. In the study it was investigated as if express the quality of the job in the operators of cellular mobile telephony from the conjugate enters the general characteristics of the jobs and the profile of the workers who are used in these companies. The routine of the work passes to be marked by the capacity to adjust themselves and to be always motivated, therefore, in these companies, they search diligent with volatile profile, aspects that have characterized a young work force. The job conditions seem to understanding with the aspirations of the profile of demanded worker. The quality of job in the companies also investigated inhabits in the formation of a “culture” that awakes in the worker the necessity to strengthen its empregability. In this conjugate between requirements of the job and aspirations of the workers the jobs can be demonstrated satisfactory, expressing itself as “quality jobs”. Quality of job is more concrete when it is mentioned to this circuit of aspects, and not to a preconception of a “quality jobs”.

O estudo discute conceitualmente a qualidade do emprego seguindo um viés crítico de abordagem do tema considerando-se o contexto da sociedade informacional. O estudo é desenvolvido realizando um diagnóstico sobre a qualidade do emprego no segmento de telefonia móvel celular brasileiro, entendendo que em segmentos emergentes de emprego estabelecem-se processos particulares que implicam em diferenciais ao discutir a concepção da qualidade do emprego. Qualidade do emprego é uma matéria indefinida e polêmica que foi tratada a partir de modelos padrões de emprego, geralmente sustentados na sociedade industrial. No âmbito das transformações da realidade do trabalho e do surgimento de uma mão-de-obra de perfil diferenciado, sugere-se uma lógica distinta de avaliação da qualidade do emprego, condizente com os padrões vigentes. No estudo investigou-se como se expressa a qualidade do emprego nas operadoras de telefonia móvel celular a partir da conjugação entre as características gerais dos empregos e o perfil dos trabalhadores que estão empregados nestas empresas. A rotina do trabalho passa a ser marcada pela capacidade de ajustar-se e de estar sempre motivado, por isso, nestas empresas, buscam-se trabalhadores com perfil volátil, aspectos que têm caracterizado uma mãode- obra jovem. As condições de emprego parecem condizer com as aspirações do perfil de trabalhador demandado. A qualidade do emprego nas empresas investigadas também reside na formação de uma “cultura” que desperta no trabalhador a necessidade de reforçar a sua empregabilidade. Nessa conjugação entre exigências do emprego e aspirações dos trabalhadores os empregos podem demonstrar-se satisfatórios, expressando-se como “empregos de qualidade”. Qualidade do emprego é mais palpável quando se refere a este circuito de aspectos, e não a uma pré-concepção de um “emprego de qualidade”. / Quality of job is an indefinite and controversial subject that was dealt with from models standards job, generally supported in the industrial society. In the scope of the transformations of the reality of the work and the sprouting of a work force of differentiated profile, a logic distinct of evaluation of the quality of the job is suggested, understanding with the effective standards. In the study it was investigated as if express the quality of the job in the operators of cellular mobile telephony from the conjugate enters the general characteristics of the jobs and the profile of the workers who are used in these companies. The routine of the work passes to be marked by the capacity to adjust themselves and to be always motivated, therefore, in these companies, they search diligent with volatile profile, aspects that have characterized a young work force. The job conditions seem to understanding with the aspirations of the profile of demanded worker. The quality of job in the companies also investigated inhabits in the formation of a “culture” that awakes in the worker the necessity to strengthen its empregability. In this conjugate between requirements of the job and aspirations of the workers the jobs can be demonstrated satisfactory, expressing itself as “quality jobs”. Quality of job is more concrete when it is mentioned to this circuit of aspects, and not to a preconception of a “quality jobs”.

In an era of information and scientific technology, the marketing value and competitive advantage of a company is determined by its staff. An eligible employee is able to provide the organization with an outstanding performance and productivity while an ineligible one can waste the administration costs of recruiting and job training. Therefore, it is crucial for a company to investigate the key factors of how its novices¡¦ job values interact with its culture and of how the novices¡¦ EQ (emotion quotient) influence their job performance. The investigation assists the company not only in improving the efficiency of the recruiting but also in redesigning the work environment and managerial system, so as to achieve the goals of attracting capable talents and raising competition. The main purpose of this thesis is to discuss the influence of the job values and EQ of the staff in property insurance on their job performance. Our study will target the staff members in Taiwan by questionnaires through ways of convenient sampling. According to our study, the job values of the insurance staff do not influence their job performances directly. Nevertheless, First, the insurance staff need to have many kinds of professional knowledge and broad visions. Second, their workplaces and job properties are flexible and variable. Third, the insurance staff have to know a little basic law knowledge, and they have to negotiate or communicate with people to achieve compromises. Fourth, it¡¦s common for the insurance staff to contact any kind of people. Fifth, the insurance staff have special feelings and conceptions for their job values, which differentiate them from those whose workplaces and job properties are fixed and standardized. Emotional Quotient and job performances are proved to have positive and influential relationships. Our evidence verifies that outstanding insurance staff are aware of their emotions and they develop good interpersonal relationships by hiding and adjusting their emotions. Besides, the outstanding insurance staff develop their social skills well by extending their interpersonal relationships with their colleagues and society. In the end, they achieve the goals set by their companies.

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 basic purpose of the research is to understand the significance of internal marketing in influencing frontline employees'job-related attitudes and service quality. Since rewards are considered to be an important compqnent of internal marketing, this research investigates relationships among frontline employee perceptions of rewards (extrinsic and intrinsic), attitudes (three components of organisational commitment viz. affective, normative and continuance, and job satisfaction), and service quality, in banking call centres. In this context, a conceptual model is presented comprising rewards as the antecedentsa, ttitudes as the mediating variables, and service quality of the frontline employees as the outcome variable. The model is empirically tested through a large sample study that is conducted among 4 call centres of a major retail bank in the UK. Following certain qualitative in-depth interviews at the exploratory stage, structural equation modelling (using AMOS) is carried out on 342 useable questionnaires (response rate of more than 50%), to empirically test the proposed framework for the study. The measurement and structural models, after validation and purification, provided satisfactory fit estimates across absolute, incremental and parsimonious measures. The results highlight the importance of rewards, as part of internal marketing, in maintaining employee attitudes, and improving service quality. Intrinsic rewards (like role clarity, training and skill variety) emerged as the most significant of all, as they were found to impact on service quality directly. Extrinsic social rewards (like supervision and team support) were not found to be significant, while the finding regarding extrinsic organisational rewards-service quality relationship was surprising. Although assumed important for perfon-nance, some had no direct effect (pay, and benefits satisfaction, extrinsic exchange), while others (working conditions and promotional opportunities) exerted a negative direct effect on service quality, although the indirect effect of most of these rewards was found to be positive. However, these rewards were considered important for influencing employee attitudes, which in turn influence service quality. In this context, the importance of employee attitudes like affective commitment and job satisfaction is emphasisedfor service quality. The empirical results of the study also reveal that it is the nature of commitment that matters in commitment-service quality relationship. Affective commitment emerged as the only attitude variable to bear a significant positive relationship with service quality. Job satisfaction was not found to impact on service quality directly, although the indirect effect was found to be positive. Normative commitment impacted on service quality indirectly, while continuance commitment was not found to be effective at all. Besides theoretical and methodological contributions, the thesis also provides strong managerial implications and directions for future research in applying internal marketing for improving service quality of frontline employees in call centres. Keywords: internal marketing, rewards, service quality, commitment, job satisfaction, UK banks, call centres, frontline employees.

Thesis (M.B.A.)--University of Hong Kong, 1996. / Includes bibliographical references (leaf 72-73).

Thesis (M.B.A.)--University of Hong Kong, 1996. / Includes bibliographical references (leaf 70-71).