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

2016 ◽  
Vol 40 (2) ◽  
pp. 357-381 ◽  
Author(s):  
Filipa Sobral ◽  
Maria José Chambel ◽  
Filipa Castanheira
Keyword(s):  
Affective Commitment ◽  
Latent Profile Analysis ◽  
Profile Analysis ◽  
Self Determination Theory ◽  
Contingent Workers ◽  
Contact Center ◽  
Contingent Employment ◽  
Relationship Of ◽  
The Relationship ◽  
Temporary Agency Workers

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.

scholarly journals The Temporary Agency Worker’s Motivation Profile Analysis

2021 ◽  
Vol 18 (13) ◽  
pp. 6779
Author(s):  
Filipa Sobral ◽  
Maria José Chambel ◽  
Filipa Castanheira
Keyword(s):  
Extrinsic Motivation ◽  
Affective Commitment ◽  
Latent Profile Analysis ◽  
Profile Analysis ◽  
Self Determination Theory ◽  
Negative Effect ◽  
The Individual ◽  
Positive Results ◽  
Work Arrangement ◽  
Temporary Agency Workers

The Self-Determination Theory (SDT) establishes that human motivations can take different forms (e.g., amotivation, extrinsic and intrinsic motivation), yet it is only recently that the theory has been advanced to explain how these different forms combine to influence temporary agency workers’ (TAWs) affective commitment and their perception over the human resources practices (HRP) applied. We tested this theory with data from seven temporary agency companies (N = 3766). Through latent profile analysis (LPA) we identified five distinct motivation profiles and found that they differed in their affective commitment to the agency and to the client-company, and in their perception of HRP. We verified that temporary agency workers in more intrinsic profiles had more positive outcomes and a better perception of the investment made by the companies, than did TAWs in more extrinsic profiles. Additionally, when TAWs were able to integrate the reasons for being in this work arrangement, the negative effect of the extrinsic motivation was attenuated, and it was possible to find moderated profiles in which TAWs also showed more positive results than TAWs with only extrinsic motives. These differences are consistent with the notion that a motivation profile provides a context that determines how the individual components are experienced. Theoretical and practical implications of this context effect are discussed.

Can Different Types of Non-Territorial Working Satisfy Employees’ Needs for Autonomy and Belongingness? Insights From Self-Determination Theory

2020 ◽  
pp. 001391652094260
Author(s):  
Gabrielle Gatt ◽  
Lixin Jiang
Keyword(s):  
Job Satisfaction ◽  
Emotional Exhaustion ◽  
Work Engagement ◽  
Affective Commitment ◽  
Self Determination Theory ◽  
Psychological Needs ◽  
Self Determination ◽  
Relationship Of ◽  
The Relationship ◽  
Work Arrangement

Organizations are increasingly adopting non-territorial organizational models with unassigned desks. However, previous research has: (1) shown mixed results regarding the impact of non-territorial working on employees, (2) largely examined non-territorial working in its purest sense without considering the nuanced differences in non-territorial working, and (3) not understood the mechanisms underlying the relation between non-territorial working and employee outcomes. To address these research gaps, we apply self-determination theory, which argues that meeting basic psychological needs of autonomy and belonging allows optimal human development, to the physical environment of office spaces. Specifically, we investigated whether the relationship of two types of non-territorial working with employee work engagement, emotional exhaustion, job satisfaction, and affective commitment is mediated via autonomy over office spaces and belongingness. Data were collected from 127 working New Zealanders who have adopted two types of non-territorial working (i.e., work arrangement 1 and work arrangement 2) in an organization. We found that although workers with work arrangement 2 did not report higher belongingness than those with work arrangement 1, workers with work arrangement 1 reported higher autonomy over office spaces than those with work arrangement 2. Moreover, belongingness was related to higher work engagement, job satisfaction, and affective commitment but lower emotional exhaustion, while autonomy over office spaces was related to increased job satisfaction and affective commitment but decreased emotional exhaustion. We also found that autonomy over office spaces, but not belongingness, mediated the relationship of non-territorial working with emotional exhaustion and job satisfaction.

scholarly journals Perfectionism Profiles and Motivation to Exercise Based on Self-Determination Theory

2020 ◽  
Vol 17 (9) ◽  
pp. 3206 ◽  
Author(s):  
María Vicent ◽  
Ricardo Sanmartín ◽  
Oswaldo Vásconez-Rubio ◽  
José Manuel García-Fernández
Keyword(s):  
Latent Profile Analysis ◽  
Profile Analysis ◽  
Self Determination Theory ◽  
Self Determination ◽  
Sport Science ◽  
Science Degree ◽  
Integrated Regulation ◽  
Regulatory Styles ◽  
Person Centered Approach ◽  
The Relationship

This study complements extant variable-centered research that focus on the relationship between perfectionism and the autonomous and controlled motivation to exercise. A person-centered approach is used for identifying perfectionism profiles as well as analyzing inter-profile differences in terms of the six regulatory styles located on the autonomy-control continuum. A sample of 597 (Mage = 22.08, SD = 3.33) Ecuadorian undergraduates enrolled in a sport science degree program was employed. Latent Profile Analysis based on two higher-order perfectionism dimensions, Perfectionistic Strivings (PS) and Perfectionistic Concerns (PC), supported a four-class solution: Non-Perfectionists (low PS and PC), Adaptive Perfectionists (high PS and low PC), Maladaptive Perfectionists (high PS and PC), and Moderate Perfectionists (moderate PS and PC). Adaptive Perfectionists obtained the highest means on Intrinsic, Integrated, and Identified regulations. However, these differences where only significant when compared with Moderate Perfectionists, and only in the case of Integrated regulation, in comparison with Non-Perfectionists. In contrast, Maladaptive Perfectionists obtained significantly higher scores on Introjected and External regulations as well as on Amotivation than the other three classes. Results are discussed in light of Self-Determination Theory.

Van rechtvaardigheid naar uitputting en bevlogenheid

2012 ◽  
Vol 25 (2) ◽  
Author(s):  
Peter Verboon ◽  
Klaas Schakel ◽  
Karen van Dam
Keyword(s):  
Organizational Justice ◽  
Affective Commitment ◽  
Positive Behavior ◽  
Mediating Role ◽  
Two Samples ◽  
Group Engagement ◽  
Relationship Of ◽  
The Relationship ◽  
Moderating Role

From justice to exhaustion and engagement. The role of affective commitment to the organization From justice to exhaustion and engagement. The role of affective commitment to the organization In two studies the relationship between perceived organizational justice and emotional exhaustion and engagement was studied. Especially, the role of affective commitment to the organization in this relationship was examined. According to the group engagement model of Tyler and Blader (2003), procedural justice will result in positive behavior and attitudes because it increases commitment to the organization, thus implying that affective commitment mediates the relationship of justice with exhaustion and engagement. Conversely, Glazer and Kruse (2008) argue that a strong commitment to the organization can mitigate the effect of stressors, like injustice perceptions, on exhaustion and engagement, implying a moderating effect of commitment. These models were tested in two samples with employees working in a police organization. Both studies supported the mediating role of commitment; no evidence was found for a moderating role of commitment. The implication of these outcomes and the limitations of the study are discussed.

Employability and Temporary Workers’ Affective Commitment: the Moderating Role of Voluntariness

2013 ◽  
Vol 16 ◽  
Author(s):  
Mafalda Espada ◽  
Maria José Chambel
Keyword(s):  
Social Exchange ◽  
Social Exchange Theory ◽  
Affective Commitment ◽  
Temporary Workers ◽  
Positive Attitudes ◽  
The Social ◽  
The Relationship ◽  
Moderating Role ◽  
Temporary Agency Workers

AbstractThe development of either internal or external employability of temporary workers has been considered a mechanism of protection since it ensures that employment can be maintained. According to the social exchange theory and the norm of reciprocity, when temporary workers perceive that the training promoted by the organization furthers employability, they are inclined to feel obligated to reciprocate with positive attitudes toward the organization. With a sample of temporary agency workers from three distinct industry organizations (N = 279), the current study investigated the relationship between training that promotes both internal and external employability and affective commitment as well as the role of voluntariness as a moderator of these relationships. The hypotheses were tested by using regression analysis. The results indicated that the perception held by temporary workers that the training they received is a promoter of their internal employability is positively correlated with their affective commitment towards the organization. Furthermore, the data revealed that this relationship is weaker for the group of temporary workers with high voluntariness. On the other hand, there was not a significant relationship between the training that promotes external employability and the affective commitment of temporary workers. Likewise, voluntariness did not moderate this relationship.

Motivational Strategies Used by Exercise Professionals: A Latent Profile Analysis

2021 ◽  
pp. 1-9
Author(s):  
David Sánchez-Oliva ◽  
Antonio L. Palmeira ◽  
Eliana V. Carraça ◽  
Pedro J. Teixeira ◽  
David Markland ◽  
...  
Keyword(s):  
Latent Profile Analysis ◽  
Profile Analysis ◽  
Self Determination Theory ◽  
Need Satisfaction ◽  
Self Determination ◽  
Motivational Strategies ◽  
Work Related ◽  
Need Frustration ◽  
Health And Fitness ◽  
Latent Profile

Background: Using self-determination theory as a framework, the aim of this study was 2-fold: (1) identify different profiles of motivational strategies used by exercise professionals and (2) examine associations of these motivational profiles with work-related variables: measures, perceived job pressures, need satisfaction/frustration, and perceived exercisers’ motivation. Methods: Participants were 366 exercise professionals (193 males; experience = 7.7 [5.8] y) currently working in health and fitness settings. Results: Latent profile analysis identified a 3-profile model: (1) most need-supportive and least controlling (NS+; n = 225), (2) less need-supportive and slightly controlling (NS−; n = 42), and (3) most controlling and slightly need-supportive (mixed; n = 99). Professionals working less than 20 hours per week, more experienced, and female were more likely to integrate NS+, which was also associated with higher levels of work-related need satisfaction and clients’ perceived self-determination, and lower levels of job pressures and need-frustration. Conversely, NS− displayed the most maladaptive pattern of associations. Conclusions: The present findings highlight the importance of analyzing the correlates of different professional profiles, namely to help health and fitness organizations to provide high-quality motivational practices within an appropriate environment both for professionals and clients.

scholarly journals A Person-Centered Perspective on the Combined Effects of Global and Specific Levels of Job Engagement

2020 ◽  
Vol 45 (4) ◽  
pp. 556-594
Author(s):  
Nicolas Gillet ◽  
Alexandre J. S. Morin ◽  
Christine Jeoffrion ◽  
Evelyne Fouquereau
Keyword(s):  
Emotional Exhaustion ◽  
Psychological Health ◽  
Affective Commitment ◽  
Latent Profile Analysis ◽  
Profile Analysis ◽  
Job Engagement ◽  
Normative Commitment ◽  
Task Variety ◽  
Organizational Tenure ◽  
Task Significance

This study examines how the different dimensions of job engagement combine within different profiles of workers ( n = 264). This research also documents the relations between the identified job engagement profiles, demographic characteristics (gender, age, education, working time, and organizational tenure), job characteristics (work autonomy, task variety, task significance, task identity, and feedback), attitudes (affective and normative commitment), and psychological health (emotional exhaustion and ill-being). Latent profile analysis revealed four profiles of employees defined based on their global and specific (physical, emotional, and cognitive) job engagement levels: Globally Disengaged, Globally Engaged, Globally but not Emotionally Engaged, and Moderately Engaged. Employees’ perceptions of task variety and feedback shared statistically significant relations with their likelihood of membership into all latent profiles. Profiles were finally showed to be meaningfully related to employees’ levels of affective commitment, normative commitment, emotional exhaustion, and ill-being.

Mindfulness, self-reported health, and cortisol: A latent profile analysis

2020 ◽  
pp. 135910532093118
Author(s):  
Stephen M Leach ◽  
Amanda M Mitchell ◽  
Paul Salmon ◽  
Sandra E Sephton
Keyword(s):  
Physical Health ◽  
Undergraduate Students ◽  
Latent Profile Analysis ◽  
Profile Analysis ◽  
Cortisol Response ◽  
Future Directions ◽  
Reported Health ◽  
The Relationship ◽  
Mental And Physical Health ◽  
Latent Profile

This study utilized a latent profile analysis approach to examine the relationship between mindfulness profiles and self-reported mental and physical health, as well as salivary cortisol levels in a sample of 85 undergraduate students. Consistent with theory, the Judgmentally Observing (high monitoring, low acceptance) reported poorer mental health and exhibited flatter diurnal cortisol slopes than the Unobservant Accepting (low monitoring, high acceptance) and Average Mindfulness profiles. No differences in self-reported physical health, cortisol response to awakening, or diurnal mean cortisol were observed among the profiles. Future directions are discussed.

Sign in / Sign up

Export Citation Format

Share Document