TY - JOUR
T1 - Managing motivation in the contact center
T2 - the employment relationship of outsourcing and temporary agency workers
AU - Sobral, Filipa
AU - Chambel, Maria José
AU - Castanheira, Filipa
N1 - Funding Information:
The author(s) disclosed receipt of the following financial support for the research, authorship, and/ or publication of this article: Fundação para a Ciência e a Tecnologia (Grant/Award Number: PTDC/MHC-PSO/ 4399/2012).
Funding Information:
The author(s) disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: Fundação para a Ciência e a Tecnologia (Grant/Award Number: PTDC/MHC-PSO/ 4399/2012).
Publisher Copyright:
© The Author(s) 2016.
PY - 2019/5/1
Y1 - 2019/5/1
N2 - Grounded in self-determination theory (SDT), this research builds a motivation profile typology of contingent workers in the contact center industry, compares outsourcer (OW) and temporary agency workers’ (TAW) profiles, and differentiates their human resources practices (HRP) perceptions and affective commitment. The hypotheses were tested in a sample of 2078 Portuguese contingent workers, through several statistical procedures, including latent profile analysis. Six profiles were identified. As expected, OW were mostly in the more intrinsic profiles, whereas TAW were in the more extrinsic ones. However, the contingent employment format did not moderate the relationship between motivation, HRP perceptions, and affective commitment.
AB - Grounded in self-determination theory (SDT), this research builds a motivation profile typology of contingent workers in the contact center industry, compares outsourcer (OW) and temporary agency workers’ (TAW) profiles, and differentiates their human resources practices (HRP) perceptions and affective commitment. The hypotheses were tested in a sample of 2078 Portuguese contingent workers, through several statistical procedures, including latent profile analysis. Six profiles were identified. As expected, OW were mostly in the more intrinsic profiles, whereas TAW were in the more extrinsic ones. However, the contingent employment format did not moderate the relationship between motivation, HRP perceptions, and affective commitment.
KW - Affective commitment
KW - Contact center
KW - Contingent work
KW - Latent profile analysis
KW - Perception of human resources practices
KW - Self-determination theory
UR - http://www.scopus.com/inward/record.url?scp=85038231363&partnerID=8YFLogxK
U2 - 10.1177/0143831x16648386
DO - 10.1177/0143831x16648386
M3 - Article
AN - SCOPUS:85038231363
SN - 0143-831X
VL - 40
SP - 357
EP - 381
JO - Economic and Industrial Democracy
JF - Economic and Industrial Democracy
IS - 2
ER -
