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Call centres and job satisfaction: ...

Dalhousie University (Canada).

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Call centres and job satisfaction: An examination of work in the information technology economy of Novia Scotia.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Call centres and job satisfaction: An examination of work in the information technology economy of Novia Scotia./
Author:	MacRae, Sandra P.
Description:	95 p.
Notes:	Source: Masters Abstracts International, Volume: 46-02, page: 0759.
Contained By:	Masters Abstracts International46-02.
Subject:	Psychology, Industrial. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=MR31655
ISBN:	9780494316559

Call centres and job satisfaction: An examination of work in the information technology economy of Novia Scotia.
MacRae, Sandra P.

Call centres and job satisfaction: An examination of work in the information technology economy of Novia Scotia. - 95 p.

Source: Masters Abstracts International, Volume: 46-02, page: 0759.

Thesis (M.A.)--Dalhousie University (Canada), 2007.

This research explores job satisfaction among call centre workers in Nova Scotia. A secondary data analysis of data collected from 12 centres in the province is used to study worker satisfaction. Call centre typologies are created through the use of several models. An initial model is created using the traditional variables of a segmented labour market. A second model consists of organizational/interaction variables. Both models are used to examine job satisfaction and then combined to form an overall model. In addition to the models, a distinction is made between two types of workflows which exist in call centre work---that of "qualitative" and "quantitative". Despite typologies accounting for modest amounts of variance, interest finds exist when examining workflows. Distinct patterns emerge from these workflows and may well explain diverse research findings in call centre work.

ISBN: 9780494316559Subjects--Topical Terms:

520063
Psychology, Industrial.

Call centres and job satisfaction: An examination of work in the information technology economy of Novia Scotia.
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020 $a 9780494316559
035 $a (UMI)AAIMR31655
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100 1 $a MacRae, Sandra P. $3 1022297
245 1 0 $a Call centres and job satisfaction: An examination of work in the information technology economy of Novia Scotia.
300 $a 95 p.
500 $a Source: Masters Abstracts International, Volume: 46-02, page: 0759.
502 $a Thesis (M.A.)--Dalhousie University (Canada), 2007.
520 $a This research explores job satisfaction among call centre workers in Nova Scotia. A secondary data analysis of data collected from 12 centres in the province is used to study worker satisfaction. Call centre typologies are created through the use of several models. An initial model is created using the traditional variables of a segmented labour market. A second model consists of organizational/interaction variables. Both models are used to examine job satisfaction and then combined to form an overall model. In addition to the models, a distinction is made between two types of workflows which exist in call centre work---that of "qualitative" and "quantitative". Despite typologies accounting for modest amounts of variance, interest finds exist when examining workflows. Distinct patterns emerge from these workflows and may well explain diverse research findings in call centre work.
590 $a School code: 0328.
650 4 $a Psychology, Industrial. $3 520063
650 4 $a Sociology, Industrial and Labor Relations. $3 1017858
690 $a 0624
690 $a 0629
710 2 $a Dalhousie University (Canada). $3 1017625
773 0 $t Masters Abstracts International $g 46-02.
790 $a 0328
791 $a M.A.
792 $a 2007
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=MR31655