L’enquête auprès des téléconseillers en matière de conditions d'emploi et de travail en France

Hiroatsu Nohara and Robert Tchobanian ()
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Robert Tchobanian: LEST - Laboratoire d'Economie et de Sociologie du Travail - AMU - Aix Marseille Université - CNRS - Centre National de la Recherche Scientifique

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Abstract: This executive summary is derived from a questionnaire survey that a team of LEST (Laboratory of Economics and Sociology of Work, CNRS, Aix-Marseille University) has just completed concerning the employment and work conditions in call centers (CC) located on the French metropolitan territory. This is a following survey in terms of international human resource management and work organization in the CC, conducted in 2005 as part of an international comparative research on call centers organized by the Cornell University (USA). While the latter conducted its investigation with directors and managers of CC, this study was to investigate directly with the call center workers on their job satisfaction, professional autonomy or stress.

Keywords: Call center; Job satisfaction; Call center worker; Turnover intention; Centre d'appels; Téléconseiller; Stress; Satisfaction au travail; Départ volontaire; France (search for similar items in EconPapers)
Date: 2012-10-18
Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00633498
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Published in [Rapport de recherche] Laboratoire d'économie et sociologie du travail (LEST). 2012, pp.10

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