Limit search to available items
Book Cover
Author Mauceri, Sergio, author

Title Discontent in call centres : a national multilevel and integrated survey on quality of working life among call handlers / Sergio Mauceri
Published [Los Angeles, California] : SAGE, 2014
Online access available from:
Sage Research Methods Cases    View Resource Record  


Description 1 online resource
Series SAGE research methods. Cases
SAGE research methods. Cases
Summary This article reports the methodology and main findings of an empirical study of a sample of 1815 call handlers from 21 call centres in four Italian provinces. Rather than assuming a priori the existence of a single model of call-centre work organization, this multilevel project examines both contextual and individual factors that can significantly affect the quality of working life in this specific sector. What emerges is a varied and heterogeneous picture in which signs of occupational discontent emerge only under certain conditions
Bibliography Includes bibliographical references
Notes Online resource; title from home page (viewed on November 10, 2015)
Subject Call center agents -- Job satisfaction -- Research -- Italy -- Case studies.
Employee attitude surveys -- Case studies.
Quality of work life -- Research -- Italy -- Case studies.
Genre/Form Case studies.
Case studies.
Form Electronic book
ISBN 147394659X (ebook)
9781473946590 (ebook)