Managing motivation in the contact center: the employment relationship of outsourcing and temporary agency workers
Sobral, Filipa ; Chambel, Maria José ; Castanheira, Filipa
Economic and Industrial Democracy
2019
40
2
May
357-381
temporary work agency ; outsourcing ; labour relations ; human resources management ; motivation ; job satisfaction
Personnel management
https://doi.org/10.1177/0143831X16648386
English
Bibliogr.;Statistics
"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."
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