IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2023i18p13516-d1236513.html
   My bibliography  Save this article

Sustainable Ergonomic Workplace: Fostering Job Satisfaction and Productivity among Business Process Outsourcing (BPO) Workers

Author

Listed:
  • Ma. Janice J. Gumasing

    (School of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines)

  • Emil Renfred A. Rendon

    (School of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines)

  • Josephine D. German

    (School of Industrial Engineering and Engineering Management, Mapúa University, 658 Muralla St., Intramuros, Manila 1002, Philippines)

Abstract

The business process outsourcing (BPO) sector is important in managing business especially in a developing country like the Philippines. Call centers are one of the most common type of industries within the BPO sector as they generate 75.1% of its revenues. Given the lack of studies regarding the ergonomic factors in the BPO industry, the goal of this research is to examine the relationships of different ergonomic domains on the job satisfaction and overall productivity of the BPO agents in a customer service or call center industry. The data were gathered through an online survey and the approach used for this study was a variance-based partial least squares structural equation modeling (PLS-SEM) with maximum likelihood estimation. Through analysis, it was proven that macro-ergonomics and physical ergonomics have significant effects on the overall productivity of BPO workers, while cognitive and macro-ergonomics have a significant influence on job satisfaction. In addition to this, it was also proven in the study that overall productivity and job satisfaction were significantly associated. This is one of the first studies to investigate and examine the relationship between ergonomic domains and the productivity and job satisfaction of a Filipino BPO or call center worker. The results of this study could be used as a reference for further investigations by future researchers, especially on more ergonomic factors as well as the extrinsic variables that were not covered by the researchers of this paper. In addition to this, the proposed framework might also be adapted and used as a reference for further studies to produce more accurate and updated results.

Suggested Citation

  • Ma. Janice J. Gumasing & Emil Renfred A. Rendon & Josephine D. German, 2023. "Sustainable Ergonomic Workplace: Fostering Job Satisfaction and Productivity among Business Process Outsourcing (BPO) Workers," Sustainability, MDPI, vol. 15(18), pages 1-28, September.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:18:p:13516-:d:1236513
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/18/13516/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/15/18/13516/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Bitsch, Vera & Hogberg, Michael, 2005. "Exploring Horticultural Employees' Attitudes Toward Their Jobs: A Qualitative Analysis Based on Herzberg's Theory of Job Satisfaction," Journal of Agricultural and Applied Economics, Cambridge University Press, vol. 37(3), pages 659-671, December.
    2. Javalgi, Rajshekhar (Raj) G. & Dixit, Ashutosh & Scherer, Robert F., 2009. "Outsourcing to emerging markets: Theoretical perspectives and policy implications," Journal of International Management, Elsevier, vol. 15(2), pages 156-168, June.
    3. César Larrea-Araujo & José Ayala-Granja & Andrea Vinueza-Cabezas & Patricia Acosta-Vargas, 2021. "Ergonomic Risk Factors of Teleworking in Ecuador during the COVID-19 Pandemic: A Cross-Sectional Study," IJERPH, MDPI, vol. 18(10), pages 1-14, May.
    4. Ma. Janice J. Gumasing & Yogi Tri Prasetyo & Ardvin Kester S. Ong & Reny Nadlifatin & Satria Fadil Persada, 2022. "Determining Factors Affecting the Perceived Preparedness of Super Typhoon: Three Broad Domains of Ergonomics Approach," Sustainability, MDPI, vol. 14(19), pages 1-29, September.
    5. João Leitão & Dina Pereira & Ângela Gonçalves, 2021. "Quality of Work Life and Contribution to Productivity: Assessing the Moderator Effects of Burnout Syndrome," IJERPH, MDPI, vol. 18(5), pages 1-20, March.
    6. Monica Molino & Claudio G. Cortese & Chiara Ghislieri, 2019. "Unsustainable Working Conditions: The Association of Destructive Leadership, Use of Technology, and Workload with Workaholism and Exhaustion," Sustainability, MDPI, vol. 11(2), pages 1-14, January.
    7. Sarstedt, Marko & Hair, Joseph F. & Cheah, Jun-Hwa & Becker, Jan-Michael & Ringle, Christian M., 2019. "How to specify, estimate, and validate higher-order constructs in PLS-SEM," Australasian marketing journal, Elsevier, vol. 27(3), pages 197-211.
    8. Natasha Khamisa & Brian Oldenburg & Karl Peltzer & Dragan Ilic, 2015. "Work Related Stress, Burnout, Job Satisfaction and General Health of Nurses," IJERPH, MDPI, vol. 12(1), pages 1-15, January.
    9. Mohsen Afsharian & Heinz Ahn, 2015. "The overall Malmquist index: a new approach for measuring productivity changes over time," Annals of Operations Research, Springer, vol. 226(1), pages 1-27, March.
    10. Silvia Vilčeková & Ilija Zoran Apostoloski & Ľudmila Mečiarová & Eva Krídlová Burdová & Jozef Kiseľák, 2017. "Investigation of Indoor Air Quality in Houses of Macedonia," IJERPH, MDPI, vol. 14(1), pages 1-12, January.
    11. Elaheh Behravesh & Cem Tanova & A. Mohammed Abubakar, 2020. "Do high-performance work systems always help to retain employees or is there a dark side?," The Service Industries Journal, Taylor & Francis Journals, vol. 40(11-12), pages 825-845, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Prince Reuben C. Belida & Ardvin Kester S. Ong & Michael N. Young & Josephine D. German, 2024. "Determining the Factors Influencing the Behavioral Intention of Job-Seeking Filipinos to Career Shift and Greener Pasture," Societies, MDPI, vol. 14(8), pages 1-27, August.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ma. Janice J. Gumasing & Iris Samantha V. Dela Cruz & Dean Angelo A. Piñon & Hedy Nicolaison M. Rebong & Daniel Luis P. Sahagun, 2023. "Ergonomic Factors Affecting the Learning Motivation and Academic Attention of SHS Students in Distance Learning," Sustainability, MDPI, vol. 15(12), pages 1-20, June.
    2. Jiatong Yu & Jiajue Wang & Taesoo Moon, 2022. "Influence of Digital Transformation Capability on Operational Performance," Sustainability, MDPI, vol. 14(13), pages 1-20, June.
    3. Gunasekaran, Angappa & Irani, Zahir & Choy, King-Lun & Filippi, Lionel & Papadopoulos, Thanos, 2015. "Performance measures and metrics in outsourcing decisions: A review for research and applications," International Journal of Production Economics, Elsevier, vol. 161(C), pages 153-166.
    4. Carlos Bazan, 2022. "Effect of the University’s Environment and Support System on Subjective Social Norms as Precursor of the Entrepreneurial Intention of Students," SAGE Open, , vol. 12(4), pages 21582440221, October.
    5. Yadong Luo & Huan Zhang & Juan Bu, 2019. "Developed country MNEs investing in developing economies: Progress and prospect," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 50(4), pages 633-667, June.
    6. Meyerding, Stephan G.H., 2017. "Analyzing job satisfaction and preferences of employees: the case of horticultural companies in Germany," International Food and Agribusiness Management Review, International Food and Agribusiness Management Association, vol. 20(5).
    7. Bentivoglio, Deborah & Bucci, Giorgia & Belletti, Matteo & Finco, Adele, 2022. "A theoretical framework on network’s dynamics for precision agriculture technologies adoption," Revista de Economia e Sociologia Rural (RESR), Sociedade Brasileira de Economia e Sociologia Rural, vol. 60(4), January.
    8. Zhikun Ding & Xinyue Huang & Xinrui Wang & Qiaohui Chen & Jiasheng Zhang & Zezhou Wu, 2024. "Investigating the Determinants of Construction Stakeholders’ Intention to Use Construction and Demolition Waste Recycling Products Based on the S-O-R Model in China," Sustainability, MDPI, vol. 16(6), pages 1-17, March.
    9. Yifat Rom & Ido Morag & Yuval Palgi & Michal Isaacson, 2024. "The Architectural Layout of Long-Term Care Units: Relationships between Support for Residents’ Well-Being and for Caregivers’ Burnout and Resilience," IJERPH, MDPI, vol. 21(5), pages 1-17, April.
    10. Rahila Huma Anwar & Sajida Zaki & Natasha Memon & Ramayah Thurasamy, 2021. "Exploring the Interplay of Trait Emotional Intelligence and ESL Teacher Effectiveness: Is Self-Efficacy the Mechanism Linking Them?," SAGE Open, , vol. 11(4), pages 21582440211, November.
    11. Tarcia Camily Cavalcante Quezado & Nuno Fortes & William Quezado Figueiredo Cavalcante, 2022. "The Influence of Corporate Social Responsibility and Business Ethics on Brand Fidelity: The Importance of Brand Love and Brand Attitude," Sustainability, MDPI, vol. 14(5), pages 1-20, March.
    12. Luther Yuong Qai Chong & Thien Sang Lim, 2022. "Pull and Push Factors of Data Analytics Adoption and Its Mediating Role on Operational Performance," Sustainability, MDPI, vol. 14(12), pages 1-19, June.
    13. Meena Madhavan & Mohammed Ali Sharafuddin & Thanapong Chaichana, 2022. "Impact of Business Model Innovation on Sustainable Performance of Processed Marine Food Product SMEs in Thailand—A PLS-SEM Approach," Sustainability, MDPI, vol. 14(15), pages 1-33, August.
    14. Fu Jia & Yan Jiang, 2018. "Sustainable Global Sourcing: A Systematic Literature Review and Bibliometric Analysis," Sustainability, MDPI, vol. 10(3), pages 1-26, February.
    15. Maria Naether & Janine Stratmann & Christina Bendfeldt & Ludwig Theuvsen, 2015. "Wodurch wird die Arbeitszufriedenheit landwirtschaftlicher Arbeitnehmer beeinflusst?," Journal of Socio-Economics in Agriculture (Until 2015: Yearbook of Socioeconomics in Agriculture), Swiss Society for Agricultural Economics and Rural Sociology, vol. 8(1), pages 85-96.
    16. David Giauque & Frédéric Cornu & Karine Renard & Yves Emery, 2023. "Opportunity to Use New Ways of Working: Do Sectors and Organizational Characteristics Shape Employee Perceptions?," Sustainability, MDPI, vol. 15(14), pages 1-21, July.
    17. Baoting Peng & Xin Shen, 2024. "Does Environmental Regulation Affect Circular Economy Performance? Evidence from China," Sustainability, MDPI, vol. 16(11), pages 1-19, May.
    18. Luo, Xi & Cheah, Jun-Hwa & Hollebeek, Linda D. & Lim, Xin-Jean, 2024. "Boosting customers’ impulsive buying tendency in live-streaming commerce: The role of customer engagement and deal proneness," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    19. Afsharian, Mohsen & Ahn, Heinz & Harms, Sören Guntram, 2019. "Performance comparison of management groups under centralised management," European Journal of Operational Research, Elsevier, vol. 278(3), pages 845-854.
    20. Laura Parte & Teresa Herrador-Alcaide, 2021. "Teaching Disruption by COVID-19: Burnout, Isolation, and Sense of Belonging in Accounting Tutors in E-Learning and B-Learning," IJERPH, MDPI, vol. 18(19), pages 1-22, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:15:y:2023:i:18:p:13516-:d:1236513. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.