The effect of work-related attitudes on the quality of service delivered by call centers : an empirical study

Abstract EN

The main purpose of this study was to investigate the human resource-quality of service relationship, specifically the relative influence of the work-related attitudes on the quality of service delivered by customer-contact representatives (CCRs) in the call centers of the telecommunications sector in Jordan.

Job satisfaction, organizational commitment and job involvement were the constituents of the work-related attitudes in the current study.

The three components of organizational commitment (i.e.

affective organizational commitment, normative organizational commitment and continuance organizational commitment) were considered.

The findings indicated that the work-related attitudes have significant positive effect on the service quality delivered by call centers of the participating firms.

The most important independent variables to influence service quality in call centers were affective commitment and job satisfaction.

Other components of work related-attitudes (i.e.

normative organizational commitment, continuance organizational commitment and job involvement) did not show statistical significant effect on the quality of service.

The moderating variable gender showed no significant effect on the relationship between the work-related attitudes and the service quality, while the moderating variables education and age showed significant effect on the relationship between the work-related attitudes and the quality of service delivered by CCRs.