Managing motivation in the contact center: The employment relationship of outsourcing and temporary agency workers

Filipa Sobral, Maria José Chambel and Filipa Castanheira
Additional contact information
Filipa Sobral: Universidade de Lisboa, Portugal
Maria José Chambel: Universidade de Lisboa, Portugal
Filipa Castanheira: Universidade Nova de Lisboa, Portugal

Economic and Industrial Democracy, 2019, vol. 40, issue 2, 357-381

Abstract: Grounded in self-determination theory (SDT), this research builds a motivation profile typology of contingent workers in the contact center industry, compares outsourcer (OW) and temporary agency workers’ (TAW) profiles, and differentiates their human resources practices (HRP) perceptions and affective commitment. The hypotheses were tested in a sample of 2078 Portuguese contingent workers, through several statistical procedures, including latent profile analysis. Six profiles were identified. As expected, OW were mostly in the more intrinsic profiles, whereas TAW were in the more extrinsic ones. However, the contingent employment format did not moderate the relationship between motivation, HRP perceptions, and affective commitment.

Keywords: Affective commitment; contact center; contingent work; latent profile analysis; perception of human resources practices; self-determination theory (search for similar items in EconPapers)
Date: 2019
References: Add references at CitEc
Citations:

Downloads: (external link)
https://journals.sagepub.com/doi/10.1177/0143831X16648386 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:sae:ecoind:v:40:y:2019:i:2:p:357-381

DOI: 10.1177/0143831X16648386

Access Statistics for this article

More articles in Economic and Industrial Democracy from Department of Economic History, Uppsala University, Sweden
Bibliographic data for series maintained by SAGE Publications ().