Engaged or Not? A Comparative Study on Factors Inducing Work Engagement in Call Center and Service Sector Work
AbstractThe aim of this study was to compare the possibilities of experiencing positive well-being in call centers and other service sector work. The article focuses on the prevalence of working conditions (job demands, autonomy, and social support) in call centers and at other service sector workplaces and how these factors are related to work engagement. In addition, we examine whether the relationships are divergent in call centers in comparison to other service sector work. Analysis is based on the data provided by the “Quality of Life in Changing Europe” project. The survey data were collected from service sector organizations (retail, banking, and insurance) and a telecom organization’s call center functions in Finland (N = 967). According to our results, work engagement in call center environment is challenging due to the strong negative effect of job demands. In general, call center employees experienced less feelings of engagement than employees in the comparison organizations. This difference remained significant even after controlling for background factors and measures of working conditions. In addition, we found significant differences between call center and other service sector organizations in the effects of both autonomy and demands. The levels of autonomy and work demands proved to be strong antecedents of perceived work engagement, especially in call center environment.
Copyright (c) 2013 Author and Journal
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
The Copyright Holder of this Journal is the authors and the Journal. This Journal gives Open Access with CreativeCommons license CC-BY-NC-ND 4.0.
You can download all the content of the Journal and share it with others as long as you credit the authors and the journal, but you can’t change it in any way or use it commercially.
More specifically this license means that you – authors and users – may:
Share — copy and redistribute the material in any medium or form as long as you follow the license terms. The freedom to share includes parallel publishing on authors’ own website and in institutional repositories or in ResearchGate after publication in NJWLS, or if you want to reprint your article as part of publication of a PhD-thesis or a dissertation
You may share under these terms:
Attribution — You must give appropriate credit and provide a link to the license. Appropriate credit implies that you provide the name of the creator and attribution parties, a copyright notice, a license notice, a disclaimer notice, and a link to the material. The link used should be its DOI.
NonCommercial — You may not use the material for commercial purposes. A commercial use is one primarily intended for commercial advantage or monetary compensation.
NoDerivatives — If you remix, transform, or build upon the material, you may not distribute the modified material. Merely changing the format never creates a derivative.
Exceptions to the license terms may be granted
If you want to use content in the Journal in another way then described by this license, you must contact the licensor and ask for permission. Contact Bo Carstens at firstname.lastname@example.org. Exceptions are always given for specific purposes and specific content only.
The Journal is listed as a blue journal in Sherpa/Romeo, meaning that the author can archive post-print ((ie final draft post-refereeing) and author can archive publisher's version/PDF.
Copyright of others
Authors are responsible for obtaining permission from copyright holders for reproducing any illustrations, tables, figures or lengthy quotations previously published elsewhere.
All published material is archived at Roskilde University Library, Denmark, and transmitted to the Danish Royal Library in conformity with the Danish rules of legal deposit.
We do not screen articles for plagiarism. It is the responsibility of the authors to make sure they do not plagiate.