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Contact center as new forms of work organization: the triangular relationship between worker, contact center and contractors and well-being at work
DE CIA, Julie; Naedenoen, Frédéric; Pichault, François et al.
201316th European Congress of Work and Organizational Psychology
 

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Abstract :
[en] Colloque - Purpose The new forms of work organization are characterized by different evolutions: multiple workers status, fragmentation of collective work, etc. Among these evolutions, the triangular relationship between worker, employer and contractors and the intervention of contractors in work organization (Marchington et al., 2004) may be particularly affecting the well-being of workers. This research focus on contact center as a new form of work organization to investigate the influence of the triangular employment relationship on well-being at work. Methodology A quantitative and qualitative approach was used. A survey based on Job Demand-Resources Model (Bakker, Demerouti & Schaufeli, 2003) was conducted among 400 operators from Belgian contact centers to compare internal, outsourced and external contact centers. Three case studies allowed exploring more deeply the influence of triangular employment relationship on well-being. Finally, focus-groups with unions and management representatives helped us to design some practical recommendations. Results Quantitative results indicate that operators from outsourced and external contact centers have a poorer perception of demands and resources at work. They are consequently more likely to report high levels of perceived stress and burnout and low satisfaction with their work. The case studies give us more information about the role of the strategy and the management style of contact centers in coping with triangular employment relationships. Limitations Beyond this explorative research, quantitative data can be further used in multi-sample modeling approach. Research/Practical Implications Recommendations for well-being at work regarding the triangular employment relationship, on which both employers and unions converge, will be highlighted at the conference. Originality This research combines organizational psychology and management theory.
Research center :
Valorisation des ressources humaines (ValoRH)
Laboratoire d'Etudes sur les Nouvelles Technologies de l'Information, la Communication, l'Innovation et le Changement - LENTIC
Disciplines :
Social, industrial & organizational psychology
Author, co-author :
DE CIA, Julie ;  Université de Liège - ULiège > Département Psychologies et cliniques des systèmes humains > Valorisation des ressources humaines
Naedenoen, Frédéric ;  Université de Liège - ULiège > LENTIC
Pichault, François ;  Université de Liège - ULiège > HEC-Ecole de gestion : UER > Gestion des ressources humaines
Hansez, Isabelle  ;  Université de Liège - ULiège > Département Psychologies et cliniques des systèmes humains > Valorisation des ressources humaines
Language :
English
Title :
Contact center as new forms of work organization: the triangular relationship between worker, contact center and contractors and well-being at work
Publication date :
May 2013
Number of pages :
1
Event name :
16th European Congress of Work and Organizational Psychology
Event organizer :
European Association of Work and Organizational Psychology (EAWOP)
Event place :
Munster, Germany
Event date :
du 22 mai au 25 mai 2013
Audience :
International
Name of the research project :
"ARC-Understanding flexicurity"
Available on ORBi :
since 10 April 2013

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