The psychological contract of call-centre workers: Employment conditions, satisfaction and civic virtue behaviours

Maria José Chambel and Carlos-María Alcover
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Maria José Chambel: University of Lisbon, Portugal, mjchambel@fp.ul.pt
Carlos-María Alcover: Rey Juan Carlos University, Madrid, Spain

Economic and Industrial Democracy, 2011, vol. 32, issue 1, 115-134

Abstract: The number of call centre businesses and workers has increased considerably over recent years and has become one of the sectors with the highest growth rate in Portugal. In this cross-sectional study, covering 363 call/contact centre (C/CC) workers in a Portuguese firm, we confirm that the relationship between employees and the organization, namely their psychological contract, is influenced by their employment conditions, that is, their status and work premises. We perform multiple regression analyses and results show that: (1) temporary employees perceive fewer relational and balanced and more transactional organizational obligations than permanent employees; (2) employees working at the client’s premises perceive more balanced obligations of the organization; (3) the psychological contract has a relationship with the attitudes and behaviours of employees with a higher general relational orientation to their work, who are more satisfied and present more civic virtue behaviours. This study provides a discussion of the practical implications and future research.

Keywords: call/contact centres; contingent workers; employment conditions; psychological contract (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:sae:ecoind:v:32:y:2011:i:1:p:115-134

DOI: 10.1177/0143831X10376421

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