The Human Resource Management in Call Centres: The Development of a Questionnair
This article reports on the development of a questionnaire of HR practices in call centres. Data were collected in 11 call centres operated by 8 organizations in Portugal. Construct validity was examined with a confirmatory factor analysis (n=811), which confirmed the 6 factor structure: Electronic and traditional monitoring intensity, traditional monitoring content, training, participation and performance-related pay scales. Cronbach´s alpha revealed sufficient internal consistency of scales´ scores, except for training and performance-related pay. Eight HR managers were interviewed for the inspection of the content and criterion-related validities of the scales. Qualitative data showed that HR practices were present and relevant to call centres, but also that there were significant differences that allowed call centres´ characterization in terms of presence/intensity of each HR practice. Analysis of variance demonstrates scales´ convergent validity as, in general, employees´ perceptions of HR practices vary across call centres in the predicted ways.
| Main Authors: | , |
|---|---|
| Format: | Digital revista |
| Language: | English |
| Published: |
Colegio Oficial de la Psicología de Madrid
2012
|
| Online Access: | http://scielo.isciii.es/scielo.php?script=sci_arttext&pid=S1576-59622012000100004 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|