Work motivation, organisational identification, and well-being in call centre work

Jürgen Wegge*, Rolf Van Dick, Gary Fisher, Christiane Wecking, Kai Moltzen

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

Abstract

Previous work has not considered the interplay of motivational forces linked to the task with those linked to the social identity of employees. The aim of the present study is to combine these approaches. Two studies with call centre agents ( N =211, N =161) were conducted in which the relationships of objective working conditions (e.g., inbound vs. outbound work), subjective measures of motivating potential of work, and organisational identification were analysed. Job satisfaction, turnover intentions, organisational citizenship behavior (OCB), health complaints, and burnout were assessed as indicators of the agents' work motivation and well-being. In both studies it was found that objective working conditions substantially correlated with subjective measures of work motivation. Moreover, employees experiencing a high motivating potential at work reported more OCB, higher job satisfaction, and less turnover intentions. As hypothesized, organisational identification was a further independent predictor of job satisfaction, turnover intentions, OCB, and well-being. Highly organisationally identified employees report higher work motivation and more well-being. Additionally, interactions between the motivating potential and organisational identification were found. However, all the results indicate that interventions seeking to enhance work motivation and well-being in call centres should improve both the motivating potential of the job and organisational identification. These two factors combined in an additive way across both studies.

Original languageEnglish
Pages (from-to)60-83
Number of pages24
JournalWork and Stress
Volume20
Issue number1
DOIs
Publication statusPublished - 1 Mar 2006

Keywords

  • Burnout
  • Call centre
  • Organisational citizenship behavior
  • Organisational identification
  • Well-being
  • Work motivation
  • Work-related stress

Fingerprint Dive into the research topics of 'Work motivation, organisational identification, and well-being in call centre work'. Together they form a unique fingerprint.

Cite this