Job match/mismatch and motivation among customer service representatives in selected Business Process Outsourcing Companies
Date of Publication
2011
Document Type
Bachelor's Thesis
Degree Name
Bachelor of Science in Business Management
College
Ramon V. Del Rosario College of Business
Department/Unit
Business Management
Thesis Adviser
Raymond Paderna
Defense Panel Chair
Melodia Pahati
Defense Panel Member
Lance Lerrick Co
Abstract/Summary
Using both quantitative and qualitative methods, this study determined and evaluated the motivational factors that influence the decision of job-matched and job-mismatched customer service representatives to remain in their current employment. The Work Extrinsic and Intrinsic Motivation Scale (WEIMS) by Tremblay et al. (2009) was utilized to measure motivation and to identify whether they are self-determined or nonself-determined, while interviews and observations were made in order to substantiate survey responses. Based on the data gathered from two hundred and eleven (211) respondents and seven interviewees, it was concluded that the effects initially associated with job mismatch do not seem applicable to the local business process outsourcing (BPO) industry. While customer service representatives reflect a self-determined profile regardless of their educational attainment, they are not entirely self-determined in their motivation. External rewards, such as better compensation and greater career opportunities, still play a large role in their motivation. As such, the researchers recommend that call centers take action such as by reviewing pay scales, offering training and promotion opportunities, and fostering a conducive work environment in order to further motivate their employees to perform well and to remain with their respective companies.
Abstract Format
html
Language
English
Format
Accession Number
TU16702
Shelf Location
Archives, The Learning Commons, 12F, Henry Sy Sr. Hall
Physical Description
94 leaves ; 28 cm.
Recommended Citation
Co, A. T., Go, R. T., & Wang, K. A. (2011). Job match/mismatch and motivation among customer service representatives in selected Business Process Outsourcing Companies. Retrieved from https://animorepository.dlsu.edu.ph/etd_bachelors/10951
