[en] Colloque - Purpose
The new forms of work organization are characterized by different evolutions: multiple workers status, fragmentation of collective work, etc. Among these evolutions, the triangular relationship between worker, employer and contractors and the intervention of contractors in work organization (Marchington et al., 2004) may be particularly affecting the well-being of workers. This research focus on contact center as a new form of work organization to investigate the influence of the triangular employment relationship on well-being at work.
Methodology
A quantitative and qualitative approach was used. A survey based on Job Demand-Resources Model (Bakker, Demerouti & Schaufeli, 2003) was conducted among 400 operators from Belgian contact centers to compare internal, outsourced and external contact centers. Three case studies allowed exploring more deeply the influence of triangular employment relationship on well-being. Finally, focus-groups with unions and management representatives helped us to design some practical recommendations.
Results
Quantitative results indicate that operators from outsourced and external contact centers have a poorer perception of demands and resources at work. They are consequently more likely to report high levels of perceived stress and burnout and low satisfaction with their work. The case studies give us more information about the role of the strategy and the management style of contact centers in coping with triangular employment relationships.
Limitations
Beyond this explorative research, quantitative data can be further used in multi-sample modeling approach.
Research/Practical Implications
Recommendations for well-being at work regarding the triangular employment relationship, on which both employers and unions converge, will be highlighted at the conference.
Originality
This research combines organizational psychology and management theory.
Research Center/Unit :
Valorisation des ressources humaines (ValoRH) Laboratoire d'Etudes sur les Nouvelles Technologies de l'Information, la Communication, l'Innovation et le Changement - LENTIC
Disciplines :
Social, industrial & organizational psychology
Author, co-author :
DE CIA, Julie ; Université de Liège - ULiège > Département Psychologies et cliniques des systèmes humains > Valorisation des ressources humaines
