Arbetstillfredsställelse: En utredning bland kommunikatörer på ett Callcenter i Norrbotten
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract The purpose of this study was to describe job satisfaction of a unit of a Call Centre in Norrbotten. A total of ten interviews were conducted, including one with one of the managers in the department. Through qualitative and semi-structured interviews, answers were sought to what influences the communicator’s job satisfaction positively, if the communicators themselves saw a connection between their performance and their job satisfaction and the importance of leadership as a mediator of job satisfaction. Previous research shows that there is a correlation between job satisfaction and employee performance, and that transformational leadership has a positive effect on job satisfaction. The theoretical framework is based on Hackman & Oldham’s Job Characteristic Model, Herzberg’s two-factor theory and Bass’ theory of transformative leadership. It turned out, that there were a variety of factors that the communicators themselves experienced affected their job satisfaction, such as colleagues and the leadership, spirit of community, and size of the group. It also appeared that the transformational leadership had a positive influence on the communicator’s job satisfaction and that they felt there were a connection between their job satisfaction and job performance.
Place, publisher, year, edition, pages
2012. , 26 p.
Social Behaviour Law
Samhälls-, beteendevetenskap, juridik, Arbetstillfredsställelse, Transformativt ledarskap, Prestation
IdentifiersURN: urn:nbn:se:ltu:diva-45801Local ID: 377ee9bd-c977-4fd8-a5a7-9d313683e9d8OAI: oai:DiVA.org:ltu-45801DiVA: diva2:1019098
Subject / course
Student thesis, at least 15 credits
Psychology, bachelor's level
Validerat; 20120928 (anonymous)2016-10-042016-10-04Bibliographically approved