The relationship amongst locus of control, self-determination and job satisfaction in call centres

Abstract

Call centres across the globe experience high levels of absenteeism and labour turnover. The reason being: job dissatisfaction. South African call centres are also facing the same problem where absenteeism and labour turnover is on the increase. Job satisfaction is influenced not only by situational aspects of the job environment but by dispositional personality factors of the individual as well. The aim of the study was to determine the possible relationship among locus of control, self-determination and job satisfaction. The study population consisted of (N= 187) call centre agents from a Municipality in Gauteng. The results of the empirical study indicate there is a relationship between locus of control and job satisfaction. Copyright 2006, University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. Please cite as follows: Carrim, N 2006, The relationship amongst locus of control, self-determination and job satisfaction in call centres, MCom dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://upetd.up.ac.za/thesis/available/etd-02132012-105055 / > C12/4/70/gm