Title: Motivation and job satisfaction: the case of call centres in Greece

Authors: Grigorios Despoteris; Barbara Myloni

Addresses: AKEP SA, 280 Thisseos Avenue, 17675 Kallithea, Greece ' Department of Business Administration, University of Patras, 26504 Rion, Greece

Abstract: The purpose of this research is to describe the current level of job satisfaction and the factors that lead to it from the perspective of call centre employees in Greece, using Herzberg's two-factor theory as the primary theoretical framework. Specifically, it determines the overall degree of job satisfaction among call centre employees presents the level of motivators - hygiene factors provided by call centre companies and finally describes the relationship between motivators - hygiene factors and job satisfaction. Given the virtual absence of research on job satisfaction and motivation in call centres in Greece, this paper aims to fill this gap. In addition to the theoretical importance, this research has practical relevance. In a stressful working environment like call centres, identifying the factors that contribute to job satisfaction can help companies achieve higher productivity, lower staff turnover and simultaneously satisfy their employees.

Keywords: motivation; job satisfaction; call centres; motivators; hygiene factors; intrinsic motivation; extrinsic motivation; Greece; Greek call centres.

DOI: 10.1504/IJDSRM.2018.095156

International Journal of Decision Sciences, Risk and Management, 2018 Vol.8 No.1/2, pp.64 - 84

Received: 24 Feb 2017
Accepted: 18 Feb 2018

Published online: 26 Sep 2018 *

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