Human resources practices and job satisfaction on customer satisfaction: The mediating role of quality of customer interaction in online call center

Abstract

The frequently discussed topic of job satisfaction is not new in the field of organizational behavior research. Job satisfaction is related to customer satisfaction; however, there is a scarcity of empirical evidence regarding this link. The current piece of research examines the said relationship in the context of the online call center. In addition, this study investigates the effect of human resources (HR) practices on job satisfaction within the online call center context. The sample of the study consists of 275 employees who were working as an online call center. SMARTPLS 3 was used to analyze the data. The findings of the study indicated a positive relationship between HR practices with job satisfaction. Furthermore, a positive impact of job satisfaction on customer satisfaction is observed. The mediation of customer interaction quality is also found to be significant in the relationship between job satisfaction and customer satisfaction.

Employee Motivation, Job Satisfaction, Customer Satisfaction, and Firm Performance: The Moderating Role of Employee Empowerment

“…Because the satisfaction of employee makes them more committed to their work and customers (Amoopour et al, 2014). Eneizan et al (2021) confirmed the positive effect of job satisfaction on customer satisfaction. A satisfied employee is key to accomplish organizational goals.…”

“…The items of Job Satisfaction were adopted from Al-dalahmeh et al (2018), Hanaysha and Tahir (2016). The items of customer satisfaction were adopted from Bamberger et al (2021), Eneizan et al (2021). The items of firm performance were adopted from Al-dalahmeh et al (2018).…”

“…Having a motivated employee to consider as the key element to have a competitive advantage (Chen et al, 2012). Eneizan et al (2021) found that the motivation of employees by Rewards and compensations will lead to high job satisfaction. As discussed above the clear connection has been confirmed between job satisfaction and motivation (Varma, 2017;Belias et al 2014;Bangcheng, 2009).…”

Job satisfaction in telecommunications industry: empirical study in Uzbekistan

“…Telecommunication company should pay greater attention to the findings of this study and build appropriate programs aimed at increasing the satisfaction level of its employees because they are the ones who are working with the customers, and if employees are dissatisfied, it may directly or indirectly result in the customer dissatisfaction through bad service quality provided by the employees (Kurdi et al. , 2020; Eneizan et al. , 2021).…”

The Impact of Human Resources Management Practices (HRMPs) on Job Burnout among Faculty Members in Public and Private Universities in Jordan

“…Studies indicate that the application of human resource management practices in educational organizations such as universities and public and private institutes brings many positive results such as improving employees' performance which reflects on the organizational performance in terms of employees' performance levels and thus the organizational performance levels in general (Eneizan et al, 2021;Alsakarneh, 2019;Saifalislam et al, 2014;Amin et al, 2014). Studies have also indicated that the application of human resource management practices in universities helps improve the university rank (Ashraf et al, 2014), retain senior employees (Kosi et al, 2015;Hong et al, 2012), and raise job satisfaction levels among faculty members (Mumtaz et.…”