Task performance and job satisfaction under the effect of remote working: Call center evidence

Abstract

The COVID-19 pandemic affected the entire world and caused radical changes in conducting business. During the pandemic, some companies adopted hybrid working, and some requested their employees to work entirely from their homes or workplace. This study is performed to determine the differences in the perceived task performance of employees working from home compared to those operating from their workplace and the possible mediating effect of job satisfaction due to such distinction. The study sample is limited to one call center to prevent the interference of other organizational variables such as management style, human resources practices, organizational culture, and to only call center agents to prevent any interference of the position-related factors. All the call center agents (n=421) participated in this study. The data obtained was examined by a path analysis with the Structural Equation Modeling (SEM). The results show that the employees who work from home full-time or on certain days of the week have better general task performance perception compared to those who work only from the workplace. The work location has not been found to affect job satisfaction significantly.

Work from home amid black swan event (Covid-19): a bibliometric analysis from a social science perspective

“…The term with the highest frequency this year is mental health with term frequency of 13 times (Abrams et al ., 2022; Aknin et al ., 2022; Karasek, 1979; Prabowo et al ., 2022; Sasaki et al ., 2020; Thomas, 2021). Using author keywords, the impact of COVID-19 while working from home is closely integrated with many other outcomes such as other keywords with terms frequency, productivity (11) (Beno and Hvorecky, 2021; George et al ., 2022; Howe and Menges, 2021; Straus et al ., 2022; Toscano and Zappalà, 2020), job satisfaction (10) (Aslan et al ., 2022; Bellmann and Hübler, 2021; Feng and Savani, 2020; Țălnar-Naghi, 2021), leadership (Andressen et al ., 2012; Attieh, 2022; Bartsch et al ., 2020; Bizilj et al ., 2021; Contreras et al ., 2020) (8), education (AlGhamdi, 2022; Aparicio et al ., 2019; Hatlevik et al ., 2018; Wray et al ., 2022; Zapata-Garibay et al ., 2021) (8), technology (6) (Pennington et al ., 2022; Vargo et al ., 2021), innovation (5) (Raišienė et al ., 2021; Wissmann, 2021) and depression (5) (Anwar et al ., 2021; Nguyen et al ., 2022).…”

Alienación laboral, violencia de género y satisfacción laboral de trabajadoras de despachos contables en Ensenada-México

“…Recientemente, dentro de los estudios empíricos se ha señalado que las trabajadoras que experimentan alienación laboral se sienten menos satisfechas con su trabajo (Lagios et al, 2022;Aslan et al, 2022). Además, al disminuir la conexión que las empleadas tienen con su entorno laboral y las creencias, así como valores que comparten con su organización, la alienación laboral genera que las mismas presenten sentimientos de decepción, frustración y apatía, ocasionando su aislamiento (Galván-Mendoza y Esquinca-Moreno, 2019).…”

Work-home interaction: a challenge to human resource management

“…It has been observed that tasks are complex and challenging to implement because of the many factors that need to be considered, such as the industry, the specifics of the job position, the effectiveness of the performance (Aslan, Yaman, Aksu, & Güngör, 2022), and the characteristics of the employees, such as their gender, position and age (Wong, Cheung, & Chen, 2021; Murphy, 2021). The majority of workers, according to studies (Diab-Bahman and Al-Enzi, 2020), want more freedom in their working arrangements and favor a hybrid model.…”