Call centres and job satisfaction in Italy: employment conditions and socio-biographical patterns

ABSTRACT

The article examines job satisfaction in 21 Italian call centres. The results of research carried out on 1715 handlers indicate how dissatisfaction prevails among call centre representatives (CCRs) and how it is influenced by aspects related to some organisational characteristics (service delivered, size and organisational typology), on one side, and to different aspects of working conditions (contract, wage and tenure) and participants’ biographical and working profiles of CCRs (gender, age, educational attainment), on the others. However, the most interesting finding emerges by distinguishing different dimensions of job satisfaction (extrinsic and intrinsic-relational). In particular, the relationship between type of contract and job satisfaction is rather interesting. For non-permanent workers, in fact, the probability of being dissatisfied is decidedly greater if we consider the extrinsic dimension of job satisfaction. Instead, when the intrinsic-relational dimension is taking into account, atypical workers are no more dissatisfied than the permanent ones. Job insecurity and limited perspectives in terms of work alternatives, safeguards and rewards, seem to be the source of greatest dissatisfaction for Italian CCRs. This certainly does not surprise considering the Italian development model and its dualistic labour market, highly segmented between insiders and outsiders.     

Virus interruptus: An Arendtian exploration of political world‐building in pandemic times

Building upon a series of blog posts and conversations, two feminist scholars explore how political community, trust, responsibility and solidarity are affected by the COVID‐19 pandemic. We explore the ways in which we can engage in political world‐building during pandemic times through the work of Hannah Arendt. Following Arendt’s notion of the world as the space for human togetherness, we ask: how can we respond to COVID‐19’s interruptions to the familiarity of daily life and our relationship to public space? By extending relational accounts of public health and organizational ethics, we critique a narrow view of solidarity that focuses on individual compliance with public health directives. Instead, we argue that solidarity involves addressing structural inequities, both within public health and our wider community. Finally, we suggest possibilities for political world‐building by considering how new forms of human togetherness might emerge as we forge a collective ‘new normal’.     

Creating a positive emotional culture: Effect of internal communication and impact on employee supportive behaviors

The study surveyed 506 employees in the United States to test the effect of internal communication (i.e., corporate-level symmetrical and leadership-level responsive communications) on fostering a positive emotional culture characterized by companionate love, joy, pride, and gratitude. In addition, we tested the interplay between corporate internal communication and a positive emotional culture and its influence on supportive employee behaviors, specifically, organizational citizenship behavior (OCB) and employee advocacy. Results indicated that symmetrical communication and responsive leadership communication cultivated a positive emotional culture in organizations. Such culture also fostered employee OCB and advocacy. Moreover, corporate symmetrical communication directly and positively influenced employee OCB. Finally, this study found that employee OCB positively affected employee advocacy. The theoretical and practical implications of the findings for public relations scholars and practitioners were discussed.     

“Chemophobia” Today: Consumers’ Knowledge and Perceptions of Chemicals

This mixed‐methods study investigated consumers’ knowledge of chemicals in terms of basic principles of toxicology and then related this knowledge, in addition to other factors, to their fear of chemical substances (i.e., chemophobia). Both qualitative interviews and a large‐scale online survey were conducted in the German‐speaking part of Switzerland. A Mokken scale was developed to measure laypeople's toxicological knowledge. The results indicate that most laypeople are unaware of the similarities between natural and synthetic chemicals in terms of certain toxicological principles. Furthermore, their associations with the term “chemical substances” and the self‐reported affect prompted by these associations are mostly negative. The results also suggest that knowledge of basic principles of toxicology, self‐reported affect evoked by the term “chemical substances,” risk‐benefit perceptions concerning synthetic chemicals, and trust in regulation processes are all negatively associated with chemophobia, while general health concerns are positively related to chemophobia. Thus, to enhance informed consumer decisionmaking, it might be necessary to tackle the stigmatization of the term “chemical substances” as well as address and clarify prevalent misconceptions.     

Student budgets and widening participation: Comparative experiences of finance in low and higher income undergraduates at a northern red brick university

Drawing on a thematic analysis of longitudinal qualitative data (n_total = 118), this article takes a “whole student lifecycle” approach to examine how lower and higher income students at an English northern red brick university variously attempted to manage their individual budgets. It explores how students reconcile their income—in the form of loans, grants, and bursaries—with the cost of living. Four arenas of interest are described: planning, budgeting, and managing “the student loan”; disruptions to financial planning; the role of familial support; and strategies of augmenting the budget. In detailing the micro‐level constraints on the individual budgets of lower and higher income undergraduates, the article highlights the importance of non‐repayable grants and bursaries in helping to sustain meaningful participation in higher tariff, more selective, higher education institutions. It also supports an emerging body of literature that suggests that the continuing amendments to the system of funding higher education in England are unlikely to address inequality of access, participation, and outcome.     

Collaborative evaluation and market research converge: an innovative model agricultural development program evaluation in Southern Sudan

In June and July 2006 a team of outside experts arrived in Yei, Southern Sudan through an AID project to provide support to a local agricultural development project. The team brought evaluation, agricultural marketing and financial management expertise to the in-country partners looking at steps to rebuild the economy of the war ravaged region. A partnership of local officials, agricultural development staff, and students worked with the outside team to craft a survey of agricultural traders working between northern Uganda and Southern Sudan the steps approach of a collaborative model. The goal was to create a market directory of use to producers, government officials and others interested in stimulating agricultural trade. The directory of agricultural producers and distributors served as an agricultural development and promotion tool as did the collaborative process itself.     

Heavy physical work under time pressure: the garbage collection service--a case study

The increased generation of garbage has become a problem in large cities, with greater demand for collection services. The collector is subjected to high workload. This study describes the work in garbage collection service, highlighting the requirements of time, resulting in physical and psychosocial demands to collectors. Ergonomic Work Analysis (EWA) - a method focused on the study of work in real situations was used. Initially, technical visits, global observations and unstructured interviews with different subjects of a garbage collection company were conducted. The following step of the systematic observations was accompanied by interviews conducted during the execution of tasks, inquiring about the actions taken, and also interviews about the actions, but conducted after the development of the tasks, photographic records and audiovisual recordings, of workers from two garbage collection teams. Contradictions between the prescribed work and activities (actual work) were identified, as well as the variability present in this process, and strategies adopted by these workers to regulate the workload. It was concluded that the insufficiency of means and the organizational structure of management ensue a situation where the collection process is maintained at the expense of hyper-requesting these workers, both physically and psychosocially.     

Exchanging Views: Knowledge Transfer Through Literary Translation

Translation supports cultural interaction by fostering mutual understanding and enabling people to access foreign cultures. Logically, translation also furthers knowledge transfer in a broad sense. Drawing on recent scholarship that focuses on the migration and mobility of literary products (Damrosch, 2003; Casanova, 2004), this article seeks to show that the knowledge generated by both the practice of translation and the interdisciplinary area of Translation Studies is a key factor in shaping the image of a national culture.     

大学生环境态度对环境政策支持度预测的跨地区研究

Kellert的态度类型量表与Dunlap等人共同编制的新生态范式(NEP)量表分别从两个角度评估环境态度。通过两个量表共同预测大学生对环境态度的支持情况,结果显示环境态度的地区和性别差异显著。西部地区学生环境态度最强烈,而中部、西部地区学生的道德感强于东部学生。不同的态度构成要素能预测对不同环境政策的支持,其中NEP量表的"人与自然"和Kellert量表的"功利主义"对环境政策支持的预测性最强。