The Relationships Between Job Characteristics and Job Satisfaction Among Call Center Workers.

166 Pages·2016·1.35 MB·English

by  Carly M. Leblanc

St. John Fisher College
Fisher Digital Publications
Education Doctoral Ralph C. Wilson, Jr. School of Education
8-2013
The Relationships Between Job Characteristics and
Job Satisfaction Among Call Center Workers.
Carly M. Leblanc
St. John Fisher College, [email protected]
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The Relationships Between Job Characteristics and Job Satisfaction
Among Call Center Workers.
Abstract
Empirical studies have shown that employee turnover rates in call centers positions are significantly greater
than most other job positions. This quantitative study examined the relationship of call center employees’ job
satisfaction and job characteristics using Hackman and Oldham’s Job Characteristics Model as the primary
theoretical framework. Specifically, the study looked at the components of the Motivating Potential Score,
including three psychological states and five job characteristics, in relation to job satisfaction. This study
surveyed call center employees within a large payroll and human resources services company in New York
State. The results of the study demonstrated that there was a strong positive correlation between job
satisfaction and the Motivating Potential Score. In addition, the study showed that of the three psychological
states, experienced meaningfulness and knowledge of results almost equally had the strongest relation to
perceived job satisfaction. Feedback was shown to have the greatest relationship to job satisfaction of the five
job characteristics among the overall sample of call center workers. These findings highlight the opportunity
to conduct additional research to gain greater insights into call center job design, training for both call centers
workers and their management, and additional initiatives for motivating for female employees. Overall, this
research provides greater understanding of job characteristics in call center positions and their relation to call
center employees’ job satisfaction.
Degree Type
Dissertation
Degree Name
Doctor of Education (EdD)
Department
Executive Leadership
First Supervisor
Maria Cianca
Second Supervisor
Timothy Franz
Subject Categories
Education
This dissertation is available at Fisher Digital Publications:http://fisherpub.sjfc.edu/education_etd/199
The Relationships Between Job Characteristics and Job Satisfaction
Among Call Center Workers

By

Carly M. LeBlanc

Submitted in partial fulfillment
of the requirements for the degree
Ed.D. in Executive Leadership

Supervised by
Dr. Marie Cianca

Committee Member
Dr. Timothy Franz

Ralph C. Wilson, Jr. School of Education
St. John Fisher College

August, 2013
Dedication
The doctoral journey is often an emotional, financial, logistical and physical
challenge for many. I could not have made it through the process without the kindness
and encouragements of many individuals. First, I must thank my mother, Lynn, and my
grandmother, Shirley, for their strong commitment to encouraging advanced education
opportunities within our family. I must also thank my father, Jim, for his guidance and
financial support throughout my learning journey. My fiancé, Jeffrey, deserves much
praise for his daily support, appreciation of and patience for this process.
In addition, I must also thank my dissertation committee, Dr. Marie Cianca and
Dr. Timothy Franz, for their guidance and support throughout the dissertation journey.
This talented team of faculty guided me through the process of discovering a meaningful
research question and study design. Advancements to this field of research from this
study should be accredited to their collaborative efforts and ability to work from previous
experiences.
Finally, I must thank my fellow doctorate program classmates. In particular, I
would like to thank Deborah Pearce, Phil Uncapher, Marilee Montanaro, Ellen Wayne,
and Sean Tracy for their kind love and humor throughout the entire dissertation journey.

ii
Biographical Sketch
Carly M. LeBlanc currently serves as an Operating Risk Management
Performance and Prevention Analyst at Paychex, Inc. in Rochester, NY. Beginning her
college education in 2002, Ms. LeBlanc attended the State University of New York at
Oswego, and graduated with a Bachelors of Science degree in Marketing along with a
minor in Economics in 2005. She began attending Roberts Wesleyan College in
Rochester, NY in 2006. She graduated with a Master of Science in Strategic Leadership
and earned the program’s Academic Excellence Award in 2008. In the summer of 2011,
she began doctoral studies in the Ed.D. in Executive Leadership program at St. John
Fisher College in Rochester, NY. Ms. LeBlanc pursued her research in the field of call
center management and job satisfaction under the direction of Dr. Marie Cianca and
Dr. Timothy Franz, receiving the Ed.D. in Executive Leadership degree in August 2013.

iii
Acknowledgements
I must thank my father, Jim, for his financial support throughout my higher
education journey. I also thank my employer for supporting my continuing education
through their tuition reimbursement program as well as the opportunity to work with
members of the organization to complete my dissertation study. Without these supports,
completion of this journey may not have been possible.
iv
Abstract
Empirical studies have shown that employee turnover rates in call centers
positions are significantly greater than most other job positions. This quantitative study
examined the relationship of call center employees’ job satisfaction and job
characteristics using Hackman and Oldham’s Job Characteristics Model as the primary
theoretical framework. Specifically, the study looked at the components of the
Motivating Potential Score, including three psychological states and five job
characteristics, in relation to job satisfaction. This study surveyed call center employees
within a large payroll and human resources services company in New York State. The
results of the study demonstrated that there was a strong positive correlation between job
satisfaction and the Motivating Potential Score. In addition, the study showed that of the
three psychological states, experienced meaningfulness and knowledge of results almost
equally had the strongest relation to perceived job satisfaction. Feedback was shown to
have the greatest relationship to job satisfaction of the five job characteristics among the
overall sample of call center workers. These findings highlight the opportunity to conduct
additional research to gain greater insights into call center job design, training for both
call centers workers and their management, and additional initiatives for motivating for
female employees. Overall, this research provides greater understanding of job
characteristics in call center positions and their relation to call center employees’ job
satisfaction.

v
Table of Contents
Dedication ........................................................................................................................... ii
Biographical Sketch ........................................................................................................... iii
Acknowledgements ............................................................................................................ iv
Abstract ............................................................................................................................... v
List of Tables ..................................................................................................................... ix
List of Figures ..................................................................................................................... x
Chapter 1: Introduction ....................................................................................................... 1
Introduction ..................................................................................................................... 1
Background on Call Centers ........................................................................................... 2
Problem Statement .......................................................................................................... 4
Theoretical Rationale ...................................................................................................... 7
Statement of Purpose .................................................................................................... 17
Research Questions ....................................................................................................... 18
Potential Significance of the Study ............................................................................... 19
Definitions of Terms ..................................................................................................... 20
Chapter Summary ......................................................................................................... 27
Chapter 2: Review of the Literature .................................................................................. 29
Introduction and Purpose .............................................................................................. 29
Turnover ........................................................................................................................ 30
Job Satisfaction in Call Centers .................................................................................... 34
Job Characteristics Model ............................................................................................. 56
vi
Methodological Review ................................................................................................ 58
Substantive Gaps in the Literature ................................................................................ 60
Chapter Summary ......................................................................................................... 62
Chapter 3: Research Design Methodology ....................................................................... 64
Introduction ................................................................................................................... 64
Research Context .......................................................................................................... 65
Research Participants .................................................................................................... 66
Research Methods ......................................................................................................... 67
Chapter Summary ......................................................................................................... 73
Chapter 4: Results ............................................................................................................. 75
Introduction ................................................................................................................... 75
Test of Research Questions ........................................................................................... 77
Chapter Summary ......................................................................................................... 92
Chapter 5: Discussion ....................................................................................................... 94
Introduction ................................................................................................................... 94
Implications of Findings ............................................................................................... 95
Limitations .................................................................................................................. 104
Recommendations ....................................................................................................... 104
Conclusions ................................................................................................................. 118
References ....................................................................................................................... 121
Appendix A ..................................................................................................................... 134
Appendix B ..................................................................................................................... 135
Appendix C ..................................................................................................................... 141
vii
Appendix D ..................................................................................................................... 142
Appendix E ..................................................................................................................... 143
Appendix F...................................................................................................................... 144
Appendix G ..................................................................................................................... 145
Appendix H ..................................................................................................................... 146
Appendix I ...................................................................................................................... 148
Appendix J ...................................................................................................................... 150
Appendix K ..................................................................................................................... 153

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