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A Study Investigating the Effect of Job Satisfaction on the Millennial Generation in Irish Call Centres

Temaj, Jovana (2020) A Study Investigating the Effect of Job Satisfaction on the Millennial Generation in Irish Call Centres. Masters thesis, Dublin, National College of Ireland.

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Job satisfaction is a complex phenomenon that determines the extent an employee is satisfied with their job which can also influence their turnover intentions in an organisation, such as call centres. Turnover is a complex issue that call centres continuously face and these turnover rates are mainly associated with employees from the millennial generation. This research aims to examine the fundamental factors that affect job satisfaction among millennials in call centres. The researcher uses variables derived from Herzberg’s two-factor theory to examine existing factors that satisfy and dissatisfy millennials while also identifying the predictors of job satisfaction based on the perceptions of millennials. This study focused on employees of call centres in Ireland and used a qualitative approach to collect data by conducting in-depth interviews with 9 millennial participants who had experience in this industry. The findings revealed predictors of job satisfaction that would contribute to millennials’ satisfaction in call centres. These include recognition, progression opportunities, supervision, benefits, salary, training, feedback, employee wellbeing and altering or eliminating targets. The main recommendations suggest that HR professionals should concentrate on improving these factors by being trained on the topic of job satisfaction to execute effective approaches that focus on millennial employees’ needs to understand what actions can facilitate high satisfaction levels. This may provide the solution to minimising the turnover rates for the millennial generation in call centres.

The research was limited by a small sample size due to Covid-19. The imposed restrictions by the government, made accessibility to a larger sample size impossible. Nonetheless, it prepares a basis for understanding job satisfaction among millennials which shows potential in improving HR practices within call centre settings that recruit millennials and can be researched further using a quantitative approach.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Human Resource Management
H Social Sciences > HD Industries. Land use. Labor > Issues of Labour and Work > Quality of Work Life / Job Satisfaction
Divisions: School of Business > Master of Arts in Human Resource Management
Depositing User: Dan English
Date Deposited: 03 Feb 2021 18:05
Last Modified: 03 Feb 2021 18:05

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