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Beyond the Call of Duty: The Impact of Perceived Support on Attitudes and Behavior of Temporary Call Center Agents

  • Martin Wetzels
  • Ko de Ruyter
Part of the Focus Dienstleistungsmarketing book series (FDM)

Abstract

Call centers can be considered as rapidly growing communication channels that companies use to be more customer-oriented. In many cases, temporary staff, employed by specialized temporary helping service agencies, is used within call centers. These agencies play a pivotal role in motivating and establishing desirable behaviors of the agents. In this paper we examine exchange relationships of temporary call center agents with their agency as well as the intermediary working for the temporary employment agency as antecedents to job satisfaction and in- and extra-role behavior. The results indicate that perceived intermediary support has a direct effect on in-role behavior and that perceived organizational support has a direct relationship with extra-role behavior as well as an indirect impact through job satisfaction of temporary call center agents.

For the relationship between intermediary support and in-role behavior it could be surmised that working in call centers requires both technical skills and ‘people’ skills. The temporary work agencies generally provide training focusing on information and communication technology as well as training focusing on customer orientation. The intermediary plays a facilitating role in taking care of the training needs of the temporary staff. Furthermore, organizational support by the temporary help service agency positively affects extra-role behavior by the temporary staff or ‘to go the extra mile’. For the relationship between the temporary help service agency and their clients, the willingness of temporary staff to go beyond traditional job requirements may constitute a crucial competitive advantage.

Keywords

Organizational Commitment Organizational Support Call Center Organizational Citizenship Behavior Citizenship Behavior 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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© Springer Fachmedien Wiesbaden 1999

Authors and Affiliations

  • Martin Wetzels
  • Ko de Ruyter

There are no affiliations available

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