Relationship and comparison between the variables of organizational climate, satisfaction and quality of life in a telephone sales company in northwestern Mexico
DOI:
https://doi.org/10.55965/setp.3.05.a4Keywords:
Quality of life, Organizational climate, Working conditions, Job satisfaction, Call centersAbstract
Purpose. The assessment of the relationship between organizational climate variables, job satisfaction, and quality of life in a telephone sales company in northwest Mexico.
Methodology. A total of 194 employees participated, including 157 telephone advisors and 36 administrative staff, of which 77 were men and 115 women. Measure scales were applied to assess organizational climate, job satisfaction, and quality of life. Means were compared through contrast tests and correlations.
Findings. Significant differences were found by gender, age, position, and work experience, with lower job satisfaction being perceived among women and telephone advisors.
Originality. The relationship between the organizational climate and job satisfaction and the way in which these impact the quality of life of the employee in call sales companies is a thematic space where social sciences and engineering converge. It is important for the sustainability of these companies to study their senior management leadership style, organizational structure and internal management practices to achieve higher levels of effectiveness than their competitors.
Conclusions. The work environment and job satisfaction in a call center have a significant correlation with turnover in young undergraduate students, mainly women.
Downloads
References
Aguilar, A., Rodríguez, A., y Salanova, M. (2002). Estilos de liderazgo y riesgos psicosociales en los empleados. Fòrum de Recerca, (8), 1-7. http://repositori.uji.es/xmlui/handle/10234/79722
Ahmad, K. Z., Jasimuddin, S. M., y Kee, W. L. (2018). Organizational climate and job satisfaction: do employees’ personalities matter? Management Decision, 56(2), 421-440. https://doi.org/10.1108/MD-10-2016-0713 DOI: https://doi.org/10.1108/MD-10-2016-0713
Ahuja, K. K., Pahdy, P., y Srivastava, G. (2018). Performance appraisal satisfaction & organizational commitment. Indian Journal of Industrial Relations, 53(4), 675-692.
Alexandrova, M. (2015). Risk factors in IT outsourcing partnerships: Vendors’ perspective. Global Business Review, 16(5), 747-759. https://doi.org/10.1177/0972150915591427 DOI: https://doi.org/10.1177/0972150915591427
Ali, F., Malik, A., Pereira, V., y Al Ariss, A. (2017). A relational understanding of – balance of muslim migrant women in the west: Future research agenda. The International Journal of Human Resource Management, 28(8), 1163-1181. https://doi.org/10.1080/09585192.2016.1166784 DOI: https://doi.org/10.1080/09585192.2016.1166784
Arias, W. (2013). Clima organziacional en ocho empresas de Arequipa. Illustro, 4, 39-56. https://doi.org/10.36901/illustro.v4i0.1262 DOI: https://doi.org/10.36901/illustro.v4i0.1262
Arias, W., y Arias, G. (2014). Relación entre el clima organizacional y la satisfacción laboral en una pequeña empresa del sector privado. Ciencia & Trabajo, 16(51), 185-191. http://dx.doi.org/10.4067/S0718-24492014000300010 DOI: https://doi.org/10.4067/S0718-24492014000300010
Azeem, S. (2010). Job satisfaction and organizational commitment among employees in the sultanate of Oman. Psychology, (1), 295-299. https://www.scirp.org/pdf/Psych.20100400008_27787047.pdf DOI: https://doi.org/10.4236/psych.2010.14038
Baron, R. A., y Greenberg, J. (1990). Behavior in organizations. Allyn & Bacon.
Bayona, C., Goñi, S., y Madorrán, C. (2000). Compromiso organizacional: implicaciones para la gestión estratégica de los recursos. Revista Europea de Dirección y Economía de la Empresa, 9(1), 139-149. https://www.unavarra.es/digitalAssets/117/117830_dt33-99.pdf
Beardwell, J., y Thompson, T. (2014). Human resource management: A contemporary approach. Pearson Education.
Benavente, M. (2016). El estrés y la velocidad de anticipación en los "Call centers" [Tesis doctoral, Universidad Complutense de Madrid]. Repositorio institucional UCM. https://eprints.ucm.es/id/eprint/38829/
Berry, C., Lelchook, A., y Malissa, C. (2012). A Meta-Analysis of the interrelationships between employee lateness, absenteeism, and turnover: Implications for models of withdrawal behavior. Journal of Organizational Behavior, 33(5), 678-699. https://doi.org/10.1002/job.778 DOI: https://doi.org/10.1002/job.778
Blau, G. (1999). Testing the longitudinal impact of work variables and performance appraisal satisfaction on subsequent overall job satisfaction. Human Relations, 52(8), 1099-1113. https://doi.org/10.1177/001872679905200806 DOI: https://doi.org/10.1177/001872679905200806
Booth-Kewley, S., Dell’Acqua, R. G., y Thomsen, C. J. (2017). Factors affecting organizational commitment in navy corpsmen. Millitary Medicine, 182(7), 1794-1800. https://doi.org/10.7205/MILMED-D-16-00316 DOI: https://doi.org/10.7205/MILMED-D-16-00316
Bowen, D., y Schneider, B. (2014). A service climate synthesis and future research agenda. Journal of Service Research, 17(1), 5-22. https://doi.org/10.1177/1094670513491633 DOI: https://doi.org/10.1177/1094670513491633
Cárdenas, M., y Arancibia, H. (2014). Potencia estadística y cálculo del tamaño del efecto en G*Power: complementos a las pruebas de significación estadística y su aplicación en psicología. Salud & Sociedad, 5(2), 210-224. https://dialnet.unirioja.es/servlet/articulo?codigo=4945415 DOI: https://doi.org/10.22199/S07187475.2014.0002.00006
Cesário, F., y Chambel, M. J. (2017). Linking organizational commitment and work engagement to employee performance. Knowledge and Process Management, 24(2), 152-158. https://doi.org/10.1002/kpm.1542 DOI: https://doi.org/10.1002/kpm.1542
Chiang, M., Heredia, S., y Santamaría, E. (2017). Clima organizacional y salud psicológica: Una dualidad organizacional. Dimensión Empresarial, 15(1), 63-76. https://dialnet.unirioja.es/servlet/articulo?codigo=5826333
D’Alleo, G., y Santangelo, A. (2011). Organizational climate and burnout in call-center operators. Procedia - Social and Behavioral Sciences, 30, 1608-1615. https://doi.org/10.1016/j.sbspro.2011.10.312 DOI: https://doi.org/10.1016/j.sbspro.2011.10.312
Darehzereshki, M. (2013). Effects of performance appraisal quality on job satisfaction in multinational companies in Malaysia. International Journal of Enterprise Computing and Business Systems, 2(1). http://www.ijecbs.com/January2013/5.pdf
Díaz, F., y Carrasco, M. (2018). Efectos del clima organizacional y los riesgos psicosociales sobre la felicidad en el trabajo. Contaduría y Administración, 63(4), 1-14. http://dx.doi.org/10.22201/fca.24488410e.2018.1142 DOI: https://doi.org/10.22201/fca.24488410e.2018.1142
Díaz-Serrano, L., y Cabral, J. (2005). Low pay, higher pay and job satisfaction within the European Union: Empirical evidence from fourteen countries. IZA Discussion Paper, (1558), 1-28. https://www.iza.org/publications/dp/1558/low-pay-higher-pay-and-job-satisfaction-within-the-european-union-empirical-evidence-from-fourteen-countries DOI: https://doi.org/10.2139/ssrn.702889
Deery, S., Iverson, R., y Walsh, J. (2002). Work relations in telephone call centres: understanding emotional exhaustion and employee withdrawal. Journal of Management Studies, 39(49), 471-496. https://doi.org/10.1111/1467-6486.00300 DOI: https://doi.org/10.1111/1467-6486.00300
Dhamija, P., Gupta, S., y Bag, S. (2019). Measuring of Job satisfaction: The use of quality of work life factors. Benchmarking: An International Journal, 26(3), 871-892. https://doi.org/10.1108/BIJ-06-2018-0155 DOI: https://doi.org/10.1108/BIJ-06-2018-0155
Dhoopar, A., Sihag, P., y Gupta, B. (2023). Antecedents and measures of organizational effectiveness: A systematic review of literatura. Human Resource Management Review, 33(1). https://doi.org/10.1016/j.hrmr.2022.100915 DOI: https://doi.org/10.1016/j.hrmr.2022.100915
Gallardo, E. (2008). Evolución en el estudio y medida del compromiso organizativo. Problemáticas y soluciones. Estableciendo un Puente en una Economía Global, 2, 1-15. https://dialnet.unirioja.es/servlet/articulo?codigo=2734826
Gomes, F. (2002). Clima organizacional: Um estudo de uma empresa de telecomunicações. Revista de Administração de Empresas, 42(2), 95-103. https://doi.org/10.1590/S0034-75902002000200009 DOI: https://doi.org/10.1590/S0034-75902002000200009
Gómez, P., Hernández, J., y Méndez, M. (2014). Factores de riesgo psicosocial y satisfacción laboral en una empresa chilena del área de la minería. Ciencia & Trabajo, 16(49), 9-16. http://dx.doi.org/10.4067/S0718-24492014000100003 DOI: https://doi.org/10.4067/S0718-24492014000100003
Hernández, E., y Morales, J. (2016). ¿Oportunidades de empleo o nuevas formas de trabajo precario? Los call centers de la Zona Metropolitana de Guadalajara. Espiral, 24(69), 155-191. https://doi.org/10.32870/espiral.v24i69.5420 DOI: https://doi.org/10.32870/espiral.v24i69.5420
Ibidunni, A., Falola, H., Ibidunni, O., Salau, O., Olokundun, M., Borishade, T., Amaihian, A. B., y Peter, F. (2018). Workforce diversity among public healthcare workers in Nigeria: Implications on job satisfaction and organizational commitment. Data in Brief, 18, 1047-1053. https://doi.org/10.1016/j.dib.2018.03.127 DOI: https://doi.org/10.1016/j.dib.2018.03.127
Instituto Mexicano del Telemarketing. (2013). Contact Forum, (52), 6-21.
Johns, G. (2001). The psychology of lateness, absenteeism, and turnover. En N. Anderson, D. Ones, H. Sinangil y C. Viswesvaran (eds.), Handbook of Industrial, Work, and Organizational Psychology, (pp. 233–252). Sage. DOI: https://doi.org/10.4135/9781848608368.n13
Juárez, S. (2012). Clima organizacional y satisfacción laboral. Revista Médica del Instituto Mexicano del Seguro Social, 50(3), 307-314. https://www.redalyc.org/pdf/4577/457745495014.pdf
Kaiser, L. C. (2002). Job satisfaction: A comparison of standard, non-standard, and self- employment patterns across Europe with a special note to the gender/job satisfaction paradox. EPAG Working Papers, 27. https://www.diw.de/de/diw_01.c.446693.de/publikationen/sonstige_aufsaetze/2002_0000/job_satisfaction__a_comparison_of_standard__non-standard__an___e_with_a_special_note_to_the_gender/job_satisfaction_paradox.html
Kamal, M., y Lukman, Z. (2017). The relationship between attracting talent and job satisfaction in selected public higher learning institutions. World Journal of Research and Review, 4(4), 65-68. https://www.proquest.com/openview/10bc799e6fbe73f816d32658fa9694e0/1?pq-origsite=gscholar&cbl=2028922 Karin-Andreassi, J., Lawter, L., Brockerhoff, M., y Rutigliano, P. (2014). Cultural impact of human resource practices on job satisfaction: A global study across 48 countries. Cross Cultural Management: An International Journal, 21(1), 55-77. https://doi.org/10.1108/CCM-05-2012-0044 DOI: https://doi.org/10.1108/CCM-05-2012-0044
Kaya, Ç., y Bakşaya, R. (2016). The roles of organizational and Ethical Climate on individual performance of employees. Business Management Dynamics, 5(8), 27-38. https://www.bmdynamics.com/issue_pdf/bmd110577-%2027-38.pdf
Kraemer, T., y Gouthier, M. (2014). How organizational pride and emotional exhaustion explain turnover intentions in Call centers. Journal of Service Management, (25), 125-148. http://dx.doi.org/10.1108/JOSM-07-2013-0173 DOI: https://doi.org/10.1108/JOSM-07-2013-0173
León, F. R., Burga, A., y Morales, O. (2017). Supervisor’s behavioral complexity: Ineffective in the call center. International Journal of Business Science and Applied Management, 12(1), 29-43. https://www.econstor.eu/handle/10419/190674
León, F., Morales, O., Ramos, J., Goyonechea, A., Rojas, P., Meza, J., y Burga-León, A. (2017). Liderazgo orientado a la gente en call centers. Journal of Economics, Finance and Administrative Sciencie, 22(43), 154-167. https://doi.org/10.1108/JEFAS-03-2017-0058 DOI: https://doi.org/10.1108/JEFAS-03-2017-0058
Leyva, C., Vela, R., y Brangel, K. (2016). Rotación de personal en los Call Center de Mérida, Yucatán, México. Revista de Economía, 33(86), 87-114. https://doi.org/10.33937/reveco.2016.62 DOI: https://doi.org/10.33937/reveco.2016.62
Li, J., y Yeo, R. (2011). Quality of work life and career development: Perceptions of part-time MBA students. Employee Relations, 33(3), 201-220. https://doi.org/10.1108/01425451111121740 DOI: https://doi.org/10.1108/01425451111121740
Li, L., Zhu, Y., y Park, C. (2018). Leader-member exchange, sales performance, job satisfaction and organizational commitment affect turnover intention. Social Behavior & Personality: An international Journal, 46(11), 1909-1922. https://doi.org/10.2224/sbp.7125 DOI: https://doi.org/10.2224/sbp.7125
Liaw, J., Chi, N., y Chuang, A. (2010). Examining the mechanisms linking transformational leadership, employee customer orientation, and service performance: The mediating role of perceived supervisor and co-worker support. Journal of Business and Psychology, 25(3), 477-492. https://doi.org/10.1007/s10869-009-9145-x DOI: https://doi.org/10.1007/s10869-009-9145-x
Litwin, G., y Stringer, R. (1968). Motivation and organizational climate. Harvard University Press.
Manroop, L. (2015). Human resource systems and competitive advantage: An ethical climate perspective. Business Ethics: A European Review, 24(2), 186-204. https://doi.org/10.1111/beer.12069 DOI: https://doi.org/10.1111/beer.12069
Medina, A., Gallegos, C, y Lara, P. (2008). Motivación y satisfacción de los trabajadores y su influencia en la creación de valor económico en la empresa. Revista de Administração Pública, 42(6), 1213-1230. http://dx.doi.org/10.1590/S0034-76122008000600009 DOI: https://doi.org/10.1590/S0034-76122008000600009
Meliá, J. L., y Peiró, J. M. (1989). La medida de la satisfacción laboral en contextos organizacionales: El Cuestionario de Satisfacción S20/23. Psicologemas, 5, 59-74. https://www.uv.es/meliajl/Research/Art_Satisf/ArtS20_23.PDF
Meyers, J. P., y Allen, N. J. (1997). Commitment in the workplace: Theory, research and application. Sage Publications. DOI: https://doi.org/10.4135/9781452231556
Micheli, J. (2007). Los call centers y los nuevos trabajos del siglo XXI. CONfines de Relaciones Internacionales y Ciencia Política, 3(5), 49-58. http://www.scielo.org.mx/scielo.php?script=sci_arttext&pid=S1870-35692007000100005&lng=es&tlng=esMicheli, J. (2012). El sector de call centers: Estructura y tendencias. Apuntes sobre la situación de México. Frontera Norte, 24(7), 145-169. https://www.scielo.org.mx/pdf/fn/v24n47/v24n47a6.pdf
Micheli, J. (2017). El sector de call centers: Estructura y tendencias. Apuntes sobre la situación de México. Frontera Norte, 24(47), 145-169. https://doi.org/10.17428/rfn.v24i47.817
Montoya, P., Bello, N., Bermúdez, N., Burgos, F., Fuentealba, M., y Padilla, A. (2017). Satisfacción laboral y su relación con el clima organizacional en funcionarios de una universidad estatal chilena. Ciencia & Trabajo, 19(58), 7-13. http://dx.doi.org/10.4067/S0718-24492017000100007 DOI: https://doi.org/10.4067/S0718-24492017000100007
Naim, M., y Lenka, U. (2016). Knowledge sharing as an intervention for gen Y employees’ intention to stay. Industrial and Commercial Training, 48(3), 142-148. https://doi.org/10.1108/ICT-01-2015-0011 DOI: https://doi.org/10.1108/ICT-01-2015-0011
Naim, M., y Lenka, U. (2017). Linking knowledge sharing, competency development, and affective commitment: Evidence from indian gen Y employees. Journal of Knowledge Management, 21(4), 885-906. https://doi.org/10.1108/JKM-08-2016-0334 DOI: https://doi.org/10.1108/JKM-08-2016-0334
Pedraza, N. (2018). El clima organizacional y su relación con la satisfacción laboral desde la percepción del capital humano. Revista Lasallista de Investigación, 15(1), 90-101. https://www.redalyc.org/journal/695/69559148009/69559148009.pdf DOI: https://doi.org/10.22507/rli.v15n1a9
Pérez, D., Peralta, J., y Fernández, P. (2014). Influencia de variables organizacionales en la calidad de vida laboral de funcionarios del sector público de salud en el extremo norte de Chile. Universitas Psychologica, 13(2), 541-551. http://dx.doi.org/10.11144/Javeriana.UPSY13-2.ivoc DOI: https://doi.org/10.11144/Javeriana.UPSY13-2.ivoc
Pérez, D., y Zurita, R. (2014). Calidad de vida laboral en trabajadores de salud pública en Chile. Salud & Sociedad, 5(2), 172-180. https://doi.org/10.22199/S07187475.2014.0002.00002 DOI: https://doi.org/10.22199/S07187475.2014.0002.00002
Rashid, N., Sah, N., Ariffin, N., Ghani, W., y Yunus, N. (2016). The influence of bank’s frontlines’ personality traits on job performance. Procedia Economics and Finance, 37, 65-72. https://doi.org/10.1016/S2212-5671(16)30094-6 DOI: https://doi.org/10.1016/S2212-5671(16)30094-6
Raziq, A., y Maulabakhsh, R. (2015). Impact of Working Environment on Job Satisfaction. Procedia Economics and Finance, 23, 717-725. https://doi.org/10.1016/s2212-5671(15)00524-9 DOI: https://doi.org/10.1016/S2212-5671(15)00524-9
Reis, G., y Azevedo, M. (2015). Relações entre autenticidade e cultura organizacional: o agir autêntico no ambiente organizacional. Revista de Administração Mackenzie 16(6), 48-70. https://doi.org/10.1590/1678-69712015/administracao.v16n6p48-70 DOI: https://doi.org/10.1590/1678-69712015/administracao.v16n6p48-70
Rodríguez, A., Paz, M., Lizana, J., y Cornejo, F. (2011). Clima y satisfacción laboral como predictores del desempeño: en una organización estatal chilena. Salud & Sociedad, 2(2), 219-234. https://doi.org/10.22199/S07187475.2011.0002.00007 DOI: https://doi.org/10.22199/S07187475.2011.0002.00007
Rose, R., Beh, L., Uli, J., y Idris, K. (2006). Quality of work life: Implications of career dimensions. Journal of Social Sciences, 2(2), 61-67. https://thescipub.com/pdf/10.3844/jssp.2006.61.67.pdf DOI: https://doi.org/10.3844/jssp.2006.61.67
Sáenz, M., y Ugalde, J. W. (2019). Riesgo psicosocial en los de operadores en un call center. Universidad y Sociedad, 11(4), 193-199. http://scielo.sld.cu/pdf/rus/v11n4/2218-3620-rus-11-04-193.pdf
Singhapakdi, A., Lee, D., Sirgy, J., y Senasu, K. (2015). The impact of incongruity between an organization's CSR orientation and its employees' CSR orientation on employees' quality
of work life. Journal of Business Research, 68(1), 60-66. https://doi.org/10.1016/j.jbusres.2014.05.007 DOI: https://doi.org/10.1016/j.jbusres.2014.05.007
Sirgy, M. (2012). Employee Well-being: an integrative perspective. En N. Reilly, M. Sirgy y C. Gorman (eds.), Work and quality of life. Ethical practice in organizations (pp. 35-63). Springer. https://doi.org/10.1007/978-94-007-4059-4_3. DOI: https://doi.org/10.1007/978-94-007-4059-4_3
Soriano-Sandoval, J., y Alarcón-Sánchez, K. (2022). The Outsourcing Theory: Approach, Decision and Corporate Social Responsibility. Scientia et PRAXIS, 2(3), 27-43. https://doi.org/10.55965/setp.2.03.a2 DOI: https://doi.org/10.55965/setp.2.03.a2
Sotelo, J., Figueroa, E., Arrieta, D., y Solís, R. (2012). Clima organizacional en universidades públicas. Investigación Educativa Duranguense, (12), 11-16. https://dialnet.unirioja.es/servlet/articulo?codigo=4025582
Sousa-Poza, A., y Sousa-Poza, A. A. (2000). Taking another look at the gender/job- satisfaction paradox. Kyklos, 53(2), 135-152. https://doi.org/10.1111/1467-6435.00114 DOI: https://doi.org/10.1111/1467-6435.00114
Tinti, J., Venelli-Costa, L., Vieira, A., y Cappellozza, A. (2017). The impact of human resources policies and practices on organizational citizenship behaviors. Brazilian Business Review, 14(6), 636-653. https://doi.org/10.15728/bbr.2017.14.6.6 DOI: https://doi.org/10.15728/bbr.2017.14.6.6
Vera, J., Tánori, J., Garza, C., y Hernández, A. (2010). Calidad de vida y desarrollo humano en el municipio de El Fuerte, Sinaloa, México. En A. Banda, J. Palomar & A. González (coords.), Calidad de vida, un enfoque psicológico (pp. 29-47). Universidad de Sonora.
Woznyj, H. M., Heggestad, E. D., Kennerly, S., y Yap, T. L. (2018). Climate and organizational performance in long-term care facilities: The role of affective commitment. Journal of Occupational and Organizational Psychology, 92(1), 122-143. https://doi.org/10.1111/joop.12235 DOI: https://doi.org/10.1111/joop.12235
Zacher, H., y Schmitt, A. (2016). Work characteristics and occupational well-being: the role of age. Frontiers in Psychology, 7(1411). https://doi.org/10.3389/fpsyg.2016.01411 DOI: https://doi.org/10.3389/fpsyg.2016.01411
Zenteno-Hidalgo, A., y Durán, C. (2016). Factores y prácticas de alto desempeño que influyen en el clima laboral: análisis de un caso. Innovar, 26(59), 119-136. https://doi.org/10.15446/innovar.v26n59.54367 DOI: https://doi.org/10.15446/innovar.v26n59.54367
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 José Ángel Vera-Noriega, Carlos Gabriel Borbón-Morales, Juan Mejía-Trejo, Francisco Fernando Durazo-Salas
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
