Managing motivation in the contact center: the employment relationship of outsourcing and temporary agency workers

Filipa Sobral, Maria José Chambel, Filipa Castanheira

Research output: Contribution to journalArticle

6 Citations (Scopus)

Abstract

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.
Original languageEnglish
Pages (from-to)357-381
JournalEconomic and Industrial Democracy
Volume40
Issue number2
DOIs
Publication statusPublished - 1 May 2019

Keywords

  • affective commitment,contact center,contingent work,corresponding author,human resources practices,latent profile analysis,perception of,self-determination theory

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