Marco Depolo, Dina Guglielmi, Alessia Negrini, Stefano Toderi

Quality of working life and psychological contract: a case study in a call centre

  • Abstract

Informations and abstract

Keywords: Quality of working life, team's climate, psychosocial environment, call centre

It's well known that organizations are subject to an increasing change in the characteristics of work environment and in the relationships between workers and organisations, including modifications in the psychological contract. Considering previous research, our aim is to study the quality of working life and the effects on the psychological contract, exploring the role of psychosocial environment and of team's climate. A structured questionnaire has been submitted to 141 employees in a TLC call centre in Northern Italy. The results indicate that the quality of working life is strongly related to psychological contract.

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