{"title":"摩洛哥呼叫中心操作员的工作动机和工作满意度:实证和双向分析","authors":"Marwa Belhaj Soulami, Sofia Loulidi","doi":"10.21511/ppm.21(4).2023.44","DOIUrl":null,"url":null,"abstract":"As a common part-time and full-time position in the Moroccan context, call center operators are directly associated with value creation. They hold great potential and future due to their relevance to the information technology industry, especially in Morocco, as a developing country. Thus, managers unsurprisingly strive to maintain highly motivated and satisfied call center operators. This paper aims to examine the ever-trending link between work motivation and job satisfaction in both possible directions of the cause-effect pattern, each variable being alternately the dependent one at a time. A survey was conducted using a quantitative approach and convenience sampling among 137 Moroccan call center operators from local districts. The research model analysis was based on an exploratory factor analysis and a full structural equation modeling. The empirical findings displayed positive and significant links within the reversed logic of the relationship (M2: satisfaction → motivation) for a good number of sub-hypotheses (R2 = –0.78, R2 = 0.85, R2 = 0.81, R2 = 0.66 for p < 0.05), whereas the model M1 consisting of the traditional path motivation → satisfaction could not be empirically supported (R2 < 0.5, p < 0.05). Work motivation is recognized to have a significant effect on job satisfaction in the human resource literature; however, the outcomes spotted a novel significant impact within the reversed logic of the relationship. Managers should consequently be aware of the evident complementarity between work motivation and job satisfaction since each appears to enhance the other.\nAcknowledgmentThis paper is partly supported by University Sidi Mohamed Ben Abdellah of FEZ, Morocco (USMBA).","PeriodicalId":20521,"journal":{"name":"Problems and perspectives in management","volume":"7 4","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2023-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Moroccan call centers operators’ work motivation and job satisfaction: An empirical and bidirectional analysis\",\"authors\":\"Marwa Belhaj Soulami, Sofia Loulidi\",\"doi\":\"10.21511/ppm.21(4).2023.44\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"As a common part-time and full-time position in the Moroccan context, call center operators are directly associated with value creation. They hold great potential and future due to their relevance to the information technology industry, especially in Morocco, as a developing country. Thus, managers unsurprisingly strive to maintain highly motivated and satisfied call center operators. This paper aims to examine the ever-trending link between work motivation and job satisfaction in both possible directions of the cause-effect pattern, each variable being alternately the dependent one at a time. A survey was conducted using a quantitative approach and convenience sampling among 137 Moroccan call center operators from local districts. The research model analysis was based on an exploratory factor analysis and a full structural equation modeling. The empirical findings displayed positive and significant links within the reversed logic of the relationship (M2: satisfaction → motivation) for a good number of sub-hypotheses (R2 = –0.78, R2 = 0.85, R2 = 0.81, R2 = 0.66 for p < 0.05), whereas the model M1 consisting of the traditional path motivation → satisfaction could not be empirically supported (R2 < 0.5, p < 0.05). Work motivation is recognized to have a significant effect on job satisfaction in the human resource literature; however, the outcomes spotted a novel significant impact within the reversed logic of the relationship. Managers should consequently be aware of the evident complementarity between work motivation and job satisfaction since each appears to enhance the other.\\nAcknowledgmentThis paper is partly supported by University Sidi Mohamed Ben Abdellah of FEZ, Morocco (USMBA).\",\"PeriodicalId\":20521,\"journal\":{\"name\":\"Problems and perspectives in management\",\"volume\":\"7 4\",\"pages\":\"\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2023-12-12\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Problems and perspectives in management\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.21511/ppm.21(4).2023.44\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"Social Sciences\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Problems and perspectives in management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.21511/ppm.21(4).2023.44","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"Social Sciences","Score":null,"Total":0}
Moroccan call centers operators’ work motivation and job satisfaction: An empirical and bidirectional analysis
As a common part-time and full-time position in the Moroccan context, call center operators are directly associated with value creation. They hold great potential and future due to their relevance to the information technology industry, especially in Morocco, as a developing country. Thus, managers unsurprisingly strive to maintain highly motivated and satisfied call center operators. This paper aims to examine the ever-trending link between work motivation and job satisfaction in both possible directions of the cause-effect pattern, each variable being alternately the dependent one at a time. A survey was conducted using a quantitative approach and convenience sampling among 137 Moroccan call center operators from local districts. The research model analysis was based on an exploratory factor analysis and a full structural equation modeling. The empirical findings displayed positive and significant links within the reversed logic of the relationship (M2: satisfaction → motivation) for a good number of sub-hypotheses (R2 = –0.78, R2 = 0.85, R2 = 0.81, R2 = 0.66 for p < 0.05), whereas the model M1 consisting of the traditional path motivation → satisfaction could not be empirically supported (R2 < 0.5, p < 0.05). Work motivation is recognized to have a significant effect on job satisfaction in the human resource literature; however, the outcomes spotted a novel significant impact within the reversed logic of the relationship. Managers should consequently be aware of the evident complementarity between work motivation and job satisfaction since each appears to enhance the other.
AcknowledgmentThis paper is partly supported by University Sidi Mohamed Ben Abdellah of FEZ, Morocco (USMBA).
期刊介绍:
The purpose of the journal is coverage of different aspects of management and governance, such as international organizations and communities’ management, state and regional governance, company’s management, etc. The key aspects of planning, organization, motivation and control in various areas and in different countries are subject of the journal''s scope. The journal publishes articles, which are focused on existing and new methods, techniques and approaches in the field of management. It publishes contemporary and innovative researches, including theoretical and empirical research papers.