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Job satisfaction of call centre representatives.

by Gordi, Michelle Romilla

Abstract (Summary)
The aim of the study is to prove that a correlation exist between job satisfaction and the levels of absenteeism, turnover, performance and customer satisfaction. Data were collected using the Job Satisfaction Survey which is a self-administered questionaire to measure job satisfaction of call centre representatives. Additional data were collected using the company's existing measures for measuring absenteeism, turnover, performance and customer satisfaction. The study found a relationship between job satisfaction and performance, between job satisfaction and turnover and between job satisfaction and customer service. However, no relationship was found between job satisfaction and absenteeism, which is consistent with previous studies.
Bibliographical Information:

Advisor:

School:University of the Western Cape/Universiteit van Wes-Kaapland

School Location:South Africa

Source Type:Master's Thesis

Keywords:job satisfaction south africa employee motivation morale call centres

ISBN:

Date of Publication:01/01/2006

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