[مقالة]
| عنوان : |
Working Conditions,Satisfaction of Front-Line Agents and their Intent to Quit or Stay in French and Japanese call Centers |
| نوع الوثيقة : |
نص مطبوع |
| مؤلفين : |
Nohara,Hiroatsu, مؤلف ; Nitta,Michio, مؤلف |
| تاريخ النشر : |
2014 |
| مقالة في الصفحة: |
P39-P55 |
| اللغة : |
فرنسي (fre) |
| الكلمة المفتاح : |
call center, intent to quit ,working conditions, job satisfaction |
| خلاصة : |
Based on a comparative (France-Japan) study, this paper examines the relationship between the intention to quit and working/employment conditions in call centers. Such a comparison of the new service sector can highlight similarities and differences in the way the employees perceive their working conditions and the way HRM is implemented in France and Japan. The nature of work in call centers tend to impose the same type of pressure on employees and to produce the same type of human reactions. However, this overall trend conceals some profound differences in perceptions/attitudes, according to the social groups or national contexts. The managements need to take into account these attitudinal differences, in order to build their own models of flexibility and efficiency. |
in Revue de gestion des ressources humaines > 94 (Trimestrielle) . - P39-P55
[مقالة] Working Conditions,Satisfaction of Front-Line Agents and their Intent to Quit or Stay in French and Japanese call Centers [نص مطبوع ] / Nohara,Hiroatsu, مؤلف ; Nitta,Michio, مؤلف . - 2014 . - P39-P55. اللغة : فرنسي ( fre) in Revue de gestion des ressources humaines > 94 (Trimestrielle) . - P39-P55
| الكلمة المفتاح : |
call center, intent to quit ,working conditions, job satisfaction |
| خلاصة : |
Based on a comparative (France-Japan) study, this paper examines the relationship between the intention to quit and working/employment conditions in call centers. Such a comparison of the new service sector can highlight similarities and differences in the way the employees perceive their working conditions and the way HRM is implemented in France and Japan. The nature of work in call centers tend to impose the same type of pressure on employees and to produce the same type of human reactions. However, this overall trend conceals some profound differences in perceptions/attitudes, according to the social groups or national contexts. The managements need to take into account these attitudinal differences, in order to build their own models of flexibility and efficiency. |
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Affiner la rechercheWorking Conditions,Satisfaction of Front-Line Agents and their Intent to Quit or Stay in French and Japanese call Centers in Revue de gestion des ressources humaines, 94 (Trimestrielle)
