Student Number : 9910820A -
MA research report -
School of Human and Community Development -
Faculty of Humanities / The literature review presents a discussion of the various aspects within organisational climate as
it relates to a call centre environment. It also examines past research on the notions of job
satisfaction, life satisfaction and self-esteem pertaining to call centre agents. The literature
review places particular emphasis on the affect organisational climate has on call centre agents.
The present research takes the form of a quantitative, non-experimental, cross-sectional, ex-post
facto design, on a sample of two-hundred and nineteen (N=219) call centre agents from four
South African call centres. The Job Content Questionnaire was used to measure the
organisational climate (Karasek, 1985), Taylor and Bowers (1972) General Satisfaction scale
measured call centre agent’s job satisfaction, the Satisfaction with Life Scale (SWLS) assessed
the global cognitive beliefs of call centre agent’s life (Pavot and Diener, 1993), and Rosenberg’s
(1989) Self-Esteem Scale was used to measure call centre agent’s self-esteem.
Descriptive statistics and correlations were used to analyse the data and answer the research
questions. Results from the analytical procedures suggested that call centre agents were given
more decision latitude, there was a perception of general social support within the organisation,
work roles were clearly defined and self-esteem was not significantly associated to the work
environment. Thus, implying that the organisational climate of call centres may not be as bleak
as past literature has suggested.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:wits/oai:wiredspace.wits.ac.za:10539/1980 |
| Date | 14 February 2007 |
| Creators | Silver, Melissa |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis |
| Format | 9593 bytes, 12175 bytes, 49326 bytes, 12171 bytes, 35706 bytes, 49719 bytes, 38713 bytes, 145232 bytes, 98815 bytes, 10883 bytes, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf, application/pdf |
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