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A Study done in order to Explore the Relationship between Employee Commitment, Organisational Flexibility and Work-Life Balance in a Call Centre

Joseph, Yohann (2015) A Study done in order to Explore the Relationship between Employee Commitment, Organisational Flexibility and Work-Life Balance in a Call Centre. Masters thesis, Dublin, National College of Ireland.

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Abstract

This research explores the relationship between the Work-life balance, Employee turnover and organisational flexibility in a call centre based out of Dublin. During these turbulent economic times it is of great importance for organisations to capitalise on its human resources. This research was done in order to find out whether an organisation could significantly increase employee commitment, which would increase organisational flexibility, by focusing on employee work-life needs based on age and gender.

The research was directed toward front-line call centre employees, who form part of a highly flexible organisation. Data was collected via online questionnaires. The research was done using predominantly quantitative methods, with minute qualitative aspects.

Through the research it was established that while work-life satisfaction levels were low and turnover intentions were high. There were no significant differences between satisfaction levels of employees belonging to different age groups or genders. The study recommended a gradual shift from the conventional mass production model, characterized by high employee turnover, to a more sophisticated mass customization model or to the high quality professional service model.

This research may prove to be of interest to line managers, team managers and HR mangers within the organisation, to try and improve employee commitment through satisfaction of intrinsic needs of employees.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HF Commerce > Customer Service
H Social Sciences > HD Industries. Land use. Labor > Issues of Labour and Work > Quality of Work Life / Job Satisfaction
H Social Sciences > HD Industries. Land use. Labor > Issues of Labour and Work > Staff Turnover
Divisions: School of Business > Master of Arts in Human Resource Management
Depositing User: CAOIMHE NI MHAICIN
Date Deposited: 19 Oct 2015 08:44
Last Modified: 19 Oct 2015 08:44
URI: http://trap.ncirl.ie/id/eprint/2097

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