Engaged or Not? A Comparative Study on Factors Inducing Work Engagement in Call Center and Service Sector Work

Abstract

The 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)

Job crafting as a mediator between situational factors and well-being at work among outbound call centre operators in Peru

“…An increasing number of empirical studies have demonstrated a positive and predictive relationship between job crafting behaviours and work engagement. In a longitudinal study, Tims, Bakker & Derks, demonstrate that employees who practiced job crafting behaviours in the form of seeking challenges and resources positively changed their work environment, thereby increasing their work engagement and decreasing burnout [28]. In another longitudinal study, Demerouti, Bakker & Gevers find that the more resources individuals seek at work, the more engaged they are in their work [36].…”

“…Job crafting refers to "…the changes that employees may make to balance their job demands and their job resources with their personal abilities and needs" [28]. In broad terms, job crafting complements the traditional approaches to job designwhich involve a top-down perspective whereby management is responsible for designing jobsby recognising the bottom-up role of the proactive employee, and the capabilities with which they can craft their jobs [29].…”

“…Tims et al describe four types of crafting activities: increasing structural job resources, increasing social job resources, increasing challenging job demands, and decreasing hindering job demands. They base these types on the JD-R framework, and provide measures for each [28].…”

“…However, there are some empirical studies that illustrate this relationship [29]. Tims, Bakker & Derks examine the different effects that job crafting activities have on employee well-being, reporting among their results a significant relationship between crafting in more challenging jobs and a decreased possibility of developing burnout in the case of employees of a chemical plant in The Netherlands [28]. Likewise, Petrou, Demerouti & Schaufeli find that police officers who engaged in job crafting activities such as seeking resources and challenges were less likely to experience exhaustion [39].…”

Öğretmenlerin işe angaje olmalarında demografik özelliklerinin rolü

“…Berg (2013) emphasized that another factor that affects work engagement is perceived by support. Mustosmäki, Anttila & Oinas (2013) stated that decrease in difficulties of jobs and increase in discretionary power is another factor of work engagement. While Arifin et al (2014) implied that organizational culture and transformational leadership are other predictors that determine work engagement Maslach, Schaufeli & Leiter (2001) indicated that harmony between individuals and jobs also influences work engagement.…”