An investigation into the moderating effects of hardiness on the relationship between performance monitoring and life satisfaction in a call centre environment.
Date
2010-11-10
Authors
Latif, Juraida
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Abstract
The present research dissertation aimed at investigating the moderating effects of
hardiness on the relationship between performance monitoring and life satisfaction in
a call centre environment. This study first examined the relationship between the
different characteristics of performance monitoring (the content of performance
monitoring, beneficial purpose of performance monitoring and the perceived intensity
of performed monitoring) and life satisfaction and hardiness and life satisfaction in a
call centre environment. This study thereafter examined the moderating effects of
hardiness on the relationship between performance monitoring and life satisfaction in
a call centre environment.
The rationale for this study occurs as a result of lack the of research in terms of the
relationship between performance monitoring, hardiness and life satisfaction in call
centres, particularly the lack of research in terms of the moderating effects of
hardiness on the relationship between performance monitoring and life satisfaction in
call centres.
This study was conducted at an inbound service call centre which is situated within
the organisation’s head office in Johannesburg, South Africa. Quantitative methods
were used in order to conduct this study. Data was gathered by means of distributing
and collecting questionnaires. A sample of n= 72 was obtained for this research
implying that the overall response rate of usable questionnaires was 71%.
The findings of this study have shown that the call centre agents were relatively
satisfied with the application of the performance monitoring system, particularly in
terms of the feedback process and purpose. They displayed a slight degree of
dissatisfaction in terms of their perception of the intensity of the monitoring. They
also were found to possess fairly hardy personalities and were relatively satisfied with
life. The findings of this study further indicated that the content of performance
monitoring is positively related to and predicts life satisfaction in a call centre
environment. No relationship was found between the beneficial purpose of
performance monitoring and life satisfaction. It was also found that the perceived
intensity of performance monitoring is negatively related to and predicts life
satisfaction in the call centre. Hardiness was positively related to and predicted life
satisfaction in the call centre and hardiness was found to have main effects on life
satisfaction. It was found however that the personality characteristic of hardiness did
not have a moderating effect on the relationship between performance monitoring and
life satisfaction in a call centre environment.