| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 943.13 KB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
A necessidade de flexibilização do mercado laboral tem impulsionado um aumento de configurações de trabalho menos tradicionais, nomeadamente, outsourcing. Os call centers são um setor que frequentemente recorrem a este serviço. Duas variáveis estudadas em trabalhadores com características de trabalho contingentes, como nos call centers, são a Perceção de Suporte Organizacional e o Compromisso Afetivo pois a sua relação trás consequências positivas para a organização. Assim pretende-se perceber se esta relação existe em trabalhadores de call center em outsourcing. Contudo, aliado ao trabalho em call center está uma grande exigência e pouca autonomia das tarefas. Logo, tentamos compreender se a relação anteriormente estudada é moderada por estas características de trabalho. Outra particularidade deste trabalho é a possibilidade de ser desenvolvido em full-time ou part-time sendo também analisado o efeito moderador da carga horária na relação anterior. Assim, com base nos dados recolhidos, testamos as hipóteses através de regressões hierárquicas que permitiram concluir que existe uma relação entre a Perceção de Suporte Organizacional e o Compromisso Afetivo nestes trabalhadores, refutando-se, todavia, as moderações consideradas. Em suma, percebemos que, apesar de atuarem sob um contrato contingente, os colaboradores podem responder à empresa de forma positiva se esta lhe providenciar o apoio necessário.
The need for labor market flexibility has led to an increase in less traditional work settings, namely, outsourcing. Call centers’ are an activity that takes advantage of this service. Two variables studied in workers with contingent work characteristics, like in call centers, are the Perceived Organizational Support and the Affective Commitment because this relationships brings positive consequences for the organization. Therefore, it is intended to understand if this relationship exists in call center workers in outsourcing. However, allied to this type of work is a high demand and low autonomy in work tasks. Thus, we try to understand in this study if the previously studied relation is moderated by these work characteristics. Another peculiarity of this work arrangement is the possibility of being developed in full-time or part-time and, therefore, it will also be analyzed the moderating effect of the workload of the previous relation. Therefore, based on the collected data, we tested the hypotheses through hierarchical regressions that show us that there is a relationship between the Organizational Support Perception and the Affective Commitment in these workers. However, the moderation hypotheses were refuted. In short, we can realize that despite the working conditions, employees can respond to the organization in a positive way if the necessary support were provided.
The need for labor market flexibility has led to an increase in less traditional work settings, namely, outsourcing. Call centers’ are an activity that takes advantage of this service. Two variables studied in workers with contingent work characteristics, like in call centers, are the Perceived Organizational Support and the Affective Commitment because this relationships brings positive consequences for the organization. Therefore, it is intended to understand if this relationship exists in call center workers in outsourcing. However, allied to this type of work is a high demand and low autonomy in work tasks. Thus, we try to understand in this study if the previously studied relation is moderated by these work characteristics. Another peculiarity of this work arrangement is the possibility of being developed in full-time or part-time and, therefore, it will also be analyzed the moderating effect of the workload of the previous relation. Therefore, based on the collected data, we tested the hypotheses through hierarchical regressions that show us that there is a relationship between the Organizational Support Perception and the Affective Commitment in these workers. However, the moderation hypotheses were refuted. In short, we can realize that despite the working conditions, employees can respond to the organization in a positive way if the necessary support were provided.
Description
Keywords
Outsourcing Perceção de suporte organizacional Compromisso afetivo Autonomia Exigências Perceived Organizational Support Affective Commitment Control Demands Outsourcing