espect to the second research question, the regression analyses support the rejection of both null hypotheses. By inference, the alternative hypotheses ere accepted. The alternative hypotheses hold that:
As levels of employment empowerment increase, employee job satisfaction increases
As levels of organisational commitment among call centre agents increase, levels of job satisfaction among call centre agents increase
Based on the results of the research performed for this study, it is concluded that the call centre operating companies can increase effectiveness and efficiency by modifying human resource management policies. Of critical importance is the devolution of authority to call centre agents to make decisions in relation to customer requests. Of equal importance is the development of organisational environments and cultures that value employees as a means of boosting organisational commitment among call centre agents.
List of Tables ..................................... vi
List of Figures .................................... vii
1. Introduction ................................... 1
Introduction to the Study ...................... 1
Statement of the Problem ....................... 2
Purpose of the Study ........................... 4
Research Questions ............................. 4
Importance of the Study ........................ 5
Scope of the Study ............................. 5
Definitions of Terms ........................... 5
Overview of the Study .......................... 7
2. Review of Related Literature ................... 8
Introduction to the Literature Review .......... 8
Motivation in Organisational Environments ...... 8
Motivation Theory .............................. 11
Motivation: Call Centre Perspective ............ 23
Job Satisfaction ............................... 48
Empowerment .....