| Abstract [eng] |
Factors for Phone Service Employees’ Job Satisfaction and Intention to Leave the Organization: the Role of Work Engagement and Burnout Work in a call center is characterized by fast pace, monotonicity, high emotional demands, as a result, it becomes challenging for managers to keep employees in the organization. Based on the lack of knowledge about job satisfaction and the intention to leave the organization in the field of telephone services, the aim of this study is to identify the role of work engagement and burnout for job satisfaction and intention to leave the organization. This study included 112 employees, who work in the call centers, among them 75 women and 37 men, age ranged from 19 to 62 years. The participants of the study were selected from two different call centers: 62 employees serve technical calls; 50 employees serve medical calls. The survey consisted of Transformation Leadership, Job Characteristics, Engagement at work, Burnout, Intention to quit, Job satisfaction scales. The results of the survey revealed that job satisfaction of employees is predicted by transformational leadership, variety of work, work engagement and burnout. Intention to leave the organization is predicted by transformational leadership, emotional demands, work engagement and burnout. Variables, that predict job satisfaction and intention to quit can vary depending on the specific characteristics of the job in a call center. Thus, this work allows to enrich the knowledge about job satisfaction and intention to quit of employees who serve customers over the phone. |
