LAUSR.org creates dashboard-style pages of related content for over 1.5 million academic articles. Sign Up to like articles & get recommendations!

Psychological contract and job security among call centre agents: Preliminary evidence

Photo from wikipedia

This study explored call centre agents’ perceived psychological contract and job security in a South African call centre setting. We interviewed a purposive sample of 12 call centre agents (female… Click to show full abstract

This study explored call centre agents’ perceived psychological contract and job security in a South African call centre setting. We interviewed a purposive sample of 12 call centre agents (female = 8, male = 4; black = 10, coloured = 2; permanent employees = 12; mean period of service = 3 years). The agents responded to semi-structured interviews. Thematic analysis of the data indicated that the call centre agents perceived their psychological contracts with the employer to influence their job security over and above their legal contracts. Call centre agents’ perceptions of unmet psychological expectations and obligations contributed to their workplace demotivation and disengagement. We propose a preliminary conceptual model for studying psychological contract and job security among call centre agents.

Keywords: centre agents; call centre; centre; job security

Journal Title: Journal of Psychology in Africa
Year Published: 2019

Link to full text (if available)


Share on Social Media:                               Sign Up to like & get
recommendations!

Related content

More Information              News              Social Media              Video              Recommended



                Click one of the above tabs to view related content.