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Managing motivation in the contact center: The employment relationship of outsourcing and temporary agency workers

Author

Listed:
  • Filipa Sobral

    (Universidade de Lisboa, Portugal)

  • Maria José Chambel

    (Universidade de Lisboa, Portugal)

  • Filipa Castanheira

    (Universidade Nova de Lisboa, Portugal)

Abstract

Grounded in self-determination theory (SDT), this research builds a motivation profile typology of contingent workers in the contact center industry, compares outsourcer (OW) and temporary agency workers’ (TAW) profiles, and differentiates their human resources practices (HRP) perceptions and affective commitment. The hypotheses were tested in a sample of 2078 Portuguese contingent workers, through several statistical procedures, including latent profile analysis. Six profiles were identified. As expected, OW were mostly in the more intrinsic profiles, whereas TAW were in the more extrinsic ones. However, the contingent employment format did not moderate the relationship between motivation, HRP perceptions, and affective commitment.

Suggested Citation

  • Filipa Sobral & Maria José Chambel & Filipa Castanheira, 2019. "Managing motivation in the contact center: The employment relationship of outsourcing and temporary agency workers," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 40(2), pages 357-381, May.
    • Handle: RePEc:sae:ecoind:v:40:y:2019:i:2:p:357-381
    DOI: 10.1177/0143831X16648386
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