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dc.contributor.authorMustosmäki, Armi
dc.contributor.authorAnttila, Timo
dc.contributor.authorOinas, Tomi
dc.date.accessioned2014-04-04T04:20:24Z
dc.date.available2014-04-04T04:20:24Z
dc.date.issued2013fi
dc.identifier.citationMustosmäki, A., Anttila, T., & Oinas, T. (2013). Engaged or Not? A Comparative Study on Factors Inducing Work Engagement in Call Center and Service Sector Work. Nordic Journal of Working Life Studies, 3 (1), 49-67. Retrieved from http://rossy.ruc.dk/ojs/index.php/njwls/article/view/2520/827fi
dc.identifier.otherTUTKAID_58179
dc.identifier.urihttps://jyx.jyu.fi/handle/123456789/43163
dc.description.abstractThe aim of this study was to compare the possibilities of experiencing positive well-being in call centers and other service sector work. The article focuses on the prevalence of working conditions (job demands, autonomy, and social support) in call centers and at other service sector workplaces and how these factors are related to work engagement. In addition, we examine whether the relationships are divergent in call centers in comparison to other service sector work. Analysis is based on the data provided by the “Quality of Life in Changing Europe” project. The survey data were collected from service sector organizations (retail, banking, and insurance) and a telecom organization’s call center functions in Finland (N = 967). According to our results, work engagement in call center environment is challenging due to the strong negative effect of job demands. In general, call center employees experienced less feelings of engagement than employees in the comparison organizations. This difference remained significant even after controlling for background factors and measures of working conditions. In addition, we found significant differences between call center and other service sector organizations in the effects of both autonomy and demands. The levels of autonomy and work demands proved to be strong antecedents of perceived work engagement, especially in call center environment.fi
dc.language.isoeng
dc.publisherRoskilde University
dc.relation.ispartofseriesNordic Journal of Working Life Studies
dc.relation.urihttp://rossy.ruc.dk/ojs/index.php/njwls/article/view/2520/827
dc.subject.othertyöelämän laatufi
dc.subject.otherpalvelutyöfi
dc.subject.othertyön imufi
dc.subject.otherautonomiafi
dc.subject.otherkiirefi
dc.subject.othersosiaalinen tukifi
dc.subject.otherjob qualityfi
dc.subject.otherservice sectorfi
dc.subject.othercall centerfi
dc.subject.otherautonomyfi
dc.subject.othersocial supportfi
dc.titleEngaged or Not? A Comparative Study on Factors Inducing Work Engagement in Call Center and Service Sector Work.fi
dc.identifier.urnURN:NBN:fi:jyu-201404041466
dc.contributor.laitosYhteiskuntatieteiden ja filosofian laitosfi
dc.contributor.laitosDepartment of Social Sciences and Philosophyen
dc.contributor.oppiaineYhteiskuntapolitiikka
dc.type.urihttp://purl.org/eprint/type/JournalArticle
dc.date.updated2014-04-04T03:30:21Z
dc.type.coarjournal article
dc.description.reviewstatuspeerReviewed
dc.format.pagerange49-67
dc.relation.issn2245-0157
dc.relation.numberinseries1
dc.relation.volume3
dc.type.versionpublishedVersion
dc.rights.accesslevelopenAccessfi


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