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.     

The status of race in public sector work: Implications for emotion management and job satisfaction

ABSTRACT

African Americans consistently report lower levels of job satisfaction relative to whites. Using survey data from 1,456 public service employees, we examine whether racial disparities in job satisfaction are related to how African Americans and whites manage their emotions while at work. We contend that race acts as a master status within the workplace that locates African Americans in a subordinate social position to whites and may contribute to greater emotion management effort and greater work-related consequences. The results indicate that, together with traditional indicators of job satisfaction, extensive emotion management efforts of African Americans explain their lower levels of job satisfaction relative to whites.     

The relationship between youth employment and older persons' employment in 20 OECD countries

Inspired by the “lump of labour” theory, a large number of OECD countries have encouraged the expansion of early retirement policies in response to rising unemployment since the 1970s. In reality, however, youth employment is found to be positively correlated with older persons' employment, although this is simply the overall finding for all OECD countries because most studies estimate average effects. Less is known about diversity in the relationship between youth employment and the employment of older workers. In order to help fill the research gap in this area, this study explores the heterogeneity of that relationship across 20 OECD countries.     

Well-being at work: a cross-national analysis of the levels and determinants of job satisfaction

The aim of this paper is to analyze the levels and determinants of job satisfaction in a cross-national setting. This aim is accomplished using the latest Work Orientations data set from the International Social Survey Program (ISSP). The survey was conducted in 1997 and, in this paper, data for 21 countries are used. The main results are: (i) workers in all countries are quite satisfied; this result also applies to the five Eastern European countries analyzed here. (ii) Denmark is the country with the highest job-satisfaction level. The United States is ranked seventh, Great Britain fifteenth, Japan nineteenth, and Russia twentieth. (iii) A comparison with the 1989 ISSP data set reveals that job satisfaction has declined in Germany and the United States in the 1990s. (iv) Using a bottom-up psychological model, in which we compare work-role inputs (e.g., effort) with work-role outputs (e.g., pay), we try to explain cross-national differences. Countries with high work-role outputs, in general, have a high job-satisfaction ranking, and vice versa. (v) Having an interesting job and having good relations with management are the two most important work-role outputs, and having an exhausting job is the most important work-role input. (vi) Workers in Eastern European countries tend to value high income.     

Information technology and employment law: Challenges in an evolving workplace

Conclusion Clearly, all of these changes represent a significant change in the current context of employment law; however, in a work context in which traditional roles and working relationships have radically evolved, it is difficult to see the value of continuing to enforce an employment law policy on the basis of distinctions long-passed from the organizational landscape. Equally clearly, there will be a difference of opinion among the parties to employment law as to the imperative for change. Employers will generally see their interests in the perpetuation of the status quo; while it may not be optimal, it is predictable and they have learned to live with it. Employees on the other hand, should see a clear mandate for changes that would solidify the protections of employment law for them in a rapidly changing organizational context.     

Full-time, part-time employment and life satisfaction of the elderly

There is continued interest in employment and subjective well-being among the elderly because of the increasing proportion of elderly population in the labor force. This study investigates the association between part-time and full-time employment and life satisfaction of the elderly in Taiwan. We also examine how these associations may differ across socio-demographic groups. An ordinal treatment effect model is developed to accommodate the discrete feature of the employment decision and the potential endogeneity of these two outcomes. Using a unique sample of the elderly in Taiwan, in contrast to findings for the general population of the previous studies, we find that part-time employment is significant and positively associated with life satisfaction, while elderly with full-time employment have lower life satisfaction. These results are robust across socio-demographic groups.     

Facilitators and barriers to employment among individuals with psychiatric disabilities: a job coach perspective

Unemployment rates remain high among individuals with psychiatric disabilities despite growing evidence that supported employment programs (SEPs) can help such individuals to obtain and retain competitive employment. A complete understanding of factors that may facilitate or hinder the success of such supported employment efforts is urgently needed to increase the efficacy of SEPs and move more individuals with psychiatric disabilities from welfare to work. This exploratory study provides insight into potential facilitators and barriers to employment among individuals with psychiatric disabilities from the perspective of job coaches. Twenty-eight job coaches from 14 SEPs in a Northeastern state reported on their experience with four recent clients, two who were successful in obtaining employment and two who failed, through a semi-structured mail survey. Findings suggest that job coaches use similar strategies to assist clients, but in each case try to tailor specific strategies to client's needs and characteristics. Factors that influence successful job placement and research and policy implications are discussed.     

Retention and job satisfaction of child welfare supervisors

Supervisors play a vital role in workplace productivity and organizational health, and are at the forefront of improving the capacity of the child welfare workforce. Yet there is limited research about their organizational longevity and satisfaction compared with child welfare caseworkers. This study uses data from 85% of supervisors statewide in a child welfare organization to describe intent to leave, supervision provided and received, and job qualities. Questions are: (1) what are the personal and job qualities of child welfare supervisors? (2) To what extent do supervisors report receiving and providing supervision, and (3) what personal and job qualities predict intent to leave among supervisors? Using bivariate and multivariate analyses, results showed that supervisors who receive more frequent supervision report lower levels of job stress and time pressure and more positive perceptions of organization leadership. These supervisors also reported providing more supervision to caseworkers. Greater time pressure predicted intent to leave among supervisors, indicating that there is an important balance between workload and resources in efforts to maintain quality supervisors.     

Bridge employment and job stopping: evidence from the Harris/Commonwealth Fund Survey

This article analyzes a 1989 Louis Harris and Associates survey designed to elicit information on the employment histories and job-stopping behavior of men and women who then were approaching or had recently reached retirement age. The results indicate that retirement often occurs gradually and includes a substantial period of "bridge employment." Most bridge jobholders work full-time, by choice, and report high levels of job enjoyment. Occupational mobility occurring late in life typically involves upward movement, although the pattern of change is quite different when it takes place outside, rather than within, the longest job. The principal concern identified in this article is the limited ability of some groups of workers (nonwhites, females, the less educated, and those in poorly compensated occupations) to either retain longest jobs or to obtain acceptable bridge employment. Health problems also frequently lead to early departures from the labor force.     

The role of age in the relationship between work social characteristics and job attitudes

Despite the amount of research on the link between work social characteristics and job attitudes, there is a lack of work on moderators of this relationship. In the present study, we examine the role of age as a moderating effect of this relationship using life-span development theory. The aim of this paper is to study the moderator effect of age in the relationship between two work social characteristics (interaction outside the organization and interdependence) and job attitudes (i.e., general job satisfaction and work engagement). Participants were 258 workers from private organizations. Data were collected at two time points (2 to 4 weeks between T₁ and T₂). Results showed that the relationship between interdependence and work engagement was stronger for older workers than for younger workers. In addition, the relationship between interaction outside the organization and general job satisfaction was stronger for younger than for older workers. Because increased engagement and satisfaction in an age-diverse workforce is important, organizations may benefit by challenging older workers with interdependent tasks, and younger workers with interaction with stakeholders outside the organization.     

Assessing the causal relationship among communication,money management practices,satisfaction with financial status,and satisfaction with quality of life

The purpose of the study reported here is to assess the causal relationship among communication, money management practices, satisfaction with financial status, and quality of life. The data used were collected in 1986 through personal interviews. The sample size is 123 interviewees, and the unit of analysis is the household's money manager. Results show that the money managers who are more knowledgeable about financial matters, and those who are highly indebted, communicate more about money matters and report more money management activities. Satisfaction with financial status is caused mainly by economic factors (net worth and savings). The demographic factors that influence satisfaction with quality of life are marital status and household size. Satisfaction with quality of life is also predicted by income and satisfaction with financial status.This research was supported by the Iowa Agriculture and Home Economics Experiment Station Project No. 2773 (Journal paper No. 13123).Dr. Olive Mugenda is a senior lecturer Lecturer at Kenyatta University, P. O. Box 62337, Nairobi, Kenya, East Africa. Dr. Tahira K. Hira is a Professor, Department of Family Environment, Iowa State University. Dr. Alyce M. Fanslow is a Distinguished Professor, Department of Family and Consumer Sciences Education, Iowa State University, Ames, IA 50011.Drs. Mugenda and Fanslow received their Ph.D. degrees from Iowa State University, Dr. Hira received her Ph.D. degree from the University of Missouri, Columbia.Dr. Mugenda's research is in family financial management areas. Dr. Hira's research focuses on factors influencing satisfaction with households' financial status and consumer bankruptcy. Dr. Fanslow's research interest includes financial management education.     

Ethical conflict and job satisfaction of public relations practitioners

This study attempted to explore the linkage between ethical conflict and job satisfaction, causes of ethical conflicts, and consequences of job dissatisfaction of public relations practitioners. The findings show that many practitioners confirmed the existence of ethical conflict in their workplace and suggest that ethical challenges are largely triggered by top management's ethical standard. Although practitioners resolved conflicts by leaving their companies, they also recognized the hope in resolving the ethical challenges that they had faced. Participants emphasized the importance of an open communication environment, the support of internal stakeholders, and a high professional standard.     

The impact of internal communication satisfaction dimensions on job satisfaction dimensions and the moderating role of LMX

This paper presents the results of the research on the predictive role of internal communication satisfaction dimensions on job satisfaction dimensions of middle managers from 131 companies in Serbia and the moderating influence of the leader member exchange relationship between middle managers and their supervisors (LMX) on that role. The research has shown that some internal communication satisfaction dimensions have statistically positive impact on job satisfaction dimensions and the moderating effect of LMX has also been noticed.