Does call centers operators’ introjected regulation impact their skill variety and task significance? Evidence from Morocco
Abstract
Purpose – The aim of this paper was to empirically examine the impact of work motivation represented by introjected regulation on job satisfaction, which was illustrated by skill variety and task significance. This study was conducted relatedly to Moroccan call center operators, in the post-COVID-19 era in which motivational and satisfactory issues are still strongly faced by managers, mainly due to the operated hybrid working systems.
Research methodology – The chosen methodology was a quantitative one, based on the administration of a questionnaire to 158 call center operators, working in various Moroccan districts. The data analysis consisted of an exploratory factor analysis (EFA), followed by a full structural equation modelling (SEM).
Findings – The findings display that introjected regulation positively and significatively impacts skill variety, but not task significance, in a way that permitted to partly confirm the conceptual model built upon the central hypothesis, claiming that work motivation positively affects job satisfaction. Indeed, avoiding to experience feelings of shame and guilt in addition to seeking for conformity and approbation in a work context turned out to lead individuals to execute the assigned tasks by implementing their personal configuration of skills and talents in this regard.
Research limitations – This study admits methodological limitations as for instance the restricted sample size, and the adopted quantitative approach rather than a qualitative one, or even a mixed approach that could have opened more research tracks to be explored regarding the investigated relationship.
Practical implications – This study comes out with appealing practical implications willing to help managers to understand better the causality link between work motivation and job satisfaction. The main implication of this study is the illustration of how introjected regulation can predict and foster skill variety in a professional context, as the correspondent research hypothesis was empirically verified.
Originality/Value – Morocco is admittedly one of the poorest targeted populations for International Business and Management studies, hopefully this study can contribute in enriching the pre-existent studies in this regard. Also, work motivation and job satisfaction are usually seen as qualitative variables (using interviews, case studies…), hence a quantitative methodology is not commonly adopted in this perspective.
Keyword : causality link, job satisfaction, post-COVID-19, quantitative methodology, work motivation
How to Cite
Belhaj Soulami, M., & Loulidi, S. . (2024). Does call centers operators’ introjected regulation impact their skill variety and task significance? Evidence from Morocco. Business, Management and Economics Engineering, 22(1), 174–192. https://doi.org/10.3846/bmee.2024.20168
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Ali, B. J., & Anwar, G. (2021). An empirical study of employees’ motivation and its influence job satisfaction. International Journal of Engineering, Business and Management, 5(2), 21–30. https://doi.org/10.22161/ijebm.5.2.3
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Gagné, M., Forest, J., Vansteenkiste, M., Crevier-Braud, L., van den Broeck, A., Aspeli, A. K., Bellerose, J., Benabou, C., Chemolli, E., Güntert, S. T., Halvari, H., Indiyastuti, D. L., Johnson, P. A., Molstad, M. H., Naudin, M., Ndao, A., Olafsen, A. H., Roussel, P., Wang, Z., & Westbye, C. (2015). The multidimensional work motivation scale: Validation evidence in seven languages and nine countries. European Journal of Work and Organizational Psychology, 24(2), 178–196. https://doi.org/10.1080/1359432X.2013.877892
Ghimire, B., Dahal, R. K., Rai, B., & Upadhyay, D. (2023). Employee performance factors in the Nepalese commercial banks: Insights from emerging markets. Journal of Logistics, Informatics and Service Science, 10(2), 29–42. https://doi.org/10.33168/JLISS.2023.0203
Giraldo-O’Meara, M., Marin-Garcia, J. A., & Martinez-Gomez, M. (2014). Validation of the JDS satisfaction scales applied to educational university environments. Journal of Industrial Engineering and Management, 7(1), 72–99. https://doi.org/10.3926/jiem.906
Gruneberg, M. M. (1976). Job satisfaction – A reader. Wiley.
Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of Applied Psychology, 60(2), 159–170. https://doi.org/10.1037/h0076546
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Herzberg, F. W., Mausner, B., & Snyderman, B. B. (1957). The motivation to work. American Sociological Review, 25(2), 288–289. https://doi.org/10.2307/2092643
Iglesias, K., Renaud, O., & Tschan, F. (2010). La satisfaction au travail: Une conséquence du choix des outils statistiques et des instruments de mesure en GRH [Satisfaction at work: A consequence of the choice statistical tools and measurment instruments in HRM]. Revue Internationale de Psychosociologie, 16(40), 245–270. https://doi.org/10.3917/rips.040.0245
Iglesias Rutishauser, K. (2011). L’utilisation des modèles à effets mixtes avec effets aléatoires croisés pour l’analyse de données de type questionnaire dans le champ de la satisfaction au travail [Doctoral Thesis, Université de Genève]. https://doi.org/10.13097/archive-ouverte/unige:16771
Judge, T. A., & Church, A. H. (2000). Job satisfaction: Research and practice. In Cooper & E. A. Locke (Eds.), Industrial and organizational psychology: Linking theory with practice (pp. 166–198). Wiley.
Judge, T. A., & Klinger, R. (2008). Job satisfaction: Subjective well-being at work. https://api.semanticscholar.org/CorpusID:12395046
Kamdron, T. (2015). Work motivation: Relationships with job satisfaction, locus of control and motivation orientation. https://www.researchgate.net/publication/305072649
Kaplan, S. A., Warren, C. R., Barsky, A. P., & Thoresen, C. J. (2009). A note on the relationship between affect(ivity) and differing conceptualizations of job satisfaction: Some unexpected meta-analytic findings. European Journal of Work and Organizational Psychology, 18, 29–54. https://doi.org/10.1080/13594320701873264
Korman, A. K., Greenhaus, J. H., & Badin, I. J. (1977). Personnel attitudes and motivation. Annual Review of Psychology, 28(1), 175–196. https://doi.org/10.1146/annurev.ps.28.020177.001135
Locke, E. A. (1976). The nature and causes of job satisfaction. In M. D. Dunnette (Ed.), Handbook of industrial and organizational psychology (pp. 1297–1343). Rand McNally.
Maslow, A. H. (1943). A theory of human motivation. Psychological Review, 50(4), 370–396. https://doi.org/10.1037/h0054346
McClelland, D. C. (1987). Human motivation. Cambridge University Press. https://doi.org/10.1017/CBO9781139878289
Morris, C. G., & Maisto, A. A. (2007). Understanding psychology (8th ed.). Pearson College.
Nabahani, P., & Riyanto, S. (2020). Job satisfaction and work motivation in enhancing generation Z’s organizational commitment. Journal of Social Science, 1(5), 234–240. https://doi.org/10.46799/jss.v1i5.39
Neumann, W. P., Winkelhaus, S., Grosse, E. H., & Glock, C. H. (2021). Industry 4.0 and the human factor – A systems framework and analysis methodology for successful development. International Journal of Production Economics, 233, Article 107992. https://doi.org/10.1016/j.ijpe.2020.107992
Nurdiansyah, R., Mariam, S., Ameido, M. A., & Ramli, A. H. (2020). Work motivation, job satisfaction, and employee performance. Business and Entrepreneurial Review, 20(2), 153–162. https://doi.org/10.25105/ber.v20i2.8006
Pinder, C. C. (1998). Work motivation in organizational behavior. Prentice-Hall.
Razak, M., Hidayat, M., Launtu, A., Kusuma Putra, A. H. P. A. & Bahasoan, S. (2020). Antecedents and consequence of brand management: Empirical study of Apple’s brand product. Journal of Asia Business Studies, 14(3), 307–322. https://doi.org/10.1108/JABS-01-2019-0030
Porter, L. W., Lawler, E., & Irwin R. D. (1968). Managerial attitudes and performance. Industrial Relations, 23(3), 387–525. https://doi.org/10.7202/027936ar
Ratnasari, S., Sutjahjo, G., & Adam. (2019, July 20–22). The employee performance: Career development, work motivation, and job satisfaction. In Proceedings of the 2019 International Conference on Organizational Innovation (ICOI 2019). South Korea. Atlantis Press. https://doi.org/10.2991/icoi-19.2019.102
Riyanto, S., Endri, E., & Herlisha, N. (2021). Effect of work motivation and job satisfaction on employee performance: Mediating role of employee engagement. Problems and Perspectives in Management, 19(3), 162–174. https://doi.org/10.21511/ppm.19(3).2021.14
Robbins, S. P. (2003). Organizational behavior. Prentice Hall.
Roelen, C. A. M., Koopmans, P. C., & Groothoff, J. W. (2008). Which work factors determine job satisfaction? Work, 30(4).
Roussel, P. (1996). Rémunération, motivation et satisfaction au travail [Renumeration, motivation and job satisfaction]. Economica.
Schade, H. M., Digutsch, J., Kleinsorge, T., & Fan, Y. (2021). Having to work from home: Basic needs, well-being, and motivation. International Journal of Environmental Research and Public Health, 18(10), Article 5149. https://doi.org/10.3390/ijerph18105149
Shahi, B. J., Dahal, R. K., & Sharma, B. B. (2022). Flourishing organisational citizenship behaviour through job characteristics. Journal of Business and Social Sciences Research, 7(2), 29–46. https://doi.org/10.3126/jbssr.v7i2.51490
Smith, P. C., Kendall, L. M., & Hulin, C. L. (1969). The measurement of satisfaction in work and retirement: A strategy for the study of attitudes. Rand Mcnally.
Stefurak, T., Morgan, R., & Johnson, R. B. (2020). The relationship of public service motivation to job satisfaction and job performance of emergency medical services professionals. Public Personnel Management, 49(4), 590–616. https://doi.org/10.1177/0091026020917695
Syamsir, S. (2020). Competence, job satisfaction, work motivation, and job performance of the village (“Nagari”) masters in managing e-village finance. International Journal of Advanced Science and Technology, 29(8), 1337–1350. http://sersc.org/journals/index.php/IJAST/article/view/20153
Tavani, J. L., Lo Monaco, G., & Collange, J. (2019). Measuring job satisfaction: Further validation of the job satisfaction single item scale. Sante Publique, 31(2), 223–232. https://doi.org/10.3917/spub.192.0223
Thiétart, R. A., Allard-Poesi, F., Angot, J., Baumard, P., Blanc, A., Cartier, M., Charreire Petit, S., Chollet, B., Donada, C., Drucker-Godard, C., Durieux, F., Ehlinger, S., Forgues, B., Garreau, L., Grenier, C., Ibert, J., Josserand, E., Maréchal, G., Mbengue, A…, Zarlowski, P. (2014). Méthodes de recherche en management [Management research methods] (4th ed.). Dunod. https://doi.org/10.3917/dunod.thiet.2014.01
Toulouse, J. M., & Poupart, R. (1976). La jungle des théories de la motivation au travail [The jungle of work motivation theories]. Revue Internationale de Gestion, 54–59.
Vallerand, R. J., Pelletier, L. G., & Koestner, R. (2008). Reflections on self-determination theory. Canadian Psychology, 49(3), 257–262. https://doi.org/10.1037/a0012804
Valléry, G., Bobillier-Chaumon, M., Brangier, É., & Dubois, M. (2016). Psychologie du travail et des organisations: 110 notions clefs [Work and organizational psychology: 110 key concepts]. Dunod. https://doi.org/10.3917/dunod.valle.2019.01
Vautier, S., Roussel, P., & Jmel, S. (2005). Modéliser les différences individuelles avec l’analyse factorielle. In P. Roussel & F. Wacheux (Eds.), Management des ressources humaines: Méthodes de recherche en sciences humaines et sociales (pp. 277–296). De Boeck Supérieur. https://doi.org/10.3917/dbu.rouss.2005.01.0277
Vroom, V. H. (1964). Work and Motivation. Wiley.
Wu, J. (2011). Improving the writing of research papers: IMRAD and beyond. Landscape Ecology, 26, 1345–1349. https://doi.org/10.1007/s10980-011-9674-3
Addison, R., & Brundrett, M. (2008). Motivation and demotivation of teachers in primary schools: The challenge of change. Education 3-13, 36(1), 79–94. https://doi.org/10.1080/03004270701733254
Al Tayyar, K. (2014). Job satisfaction and motivation amongst secondary school teachers in Saudi Arabia [PhD Thesis]. University of York.
Ali, B. J., & Anwar, G. (2021). An empirical study of employees’ motivation and its influence job satisfaction. International Journal of Engineering, Business and Management, 5(2), 21–30. https://doi.org/10.22161/ijebm.5.2.3
Baron, R. A. (1991). Motivation in work settings: Reflections on the core of organizational research. Motivation and Emotion, 15, 1–8. https://doi.org/10.1007/BF00991472
Becker, W., & Landy, F. J. (1987). Motivation theory reconsidered. Research in Organizational Behavior, 9, 1–38.
Belhaj Soulami, M., & Loulidi, S. (2023). Moroccan call centers operators’ work motivation and job satisfaction: An empirical and bidirectional analysis. Problems and Perspectives in Management, 21(4), 591–604. https://doi.org/10.21511/ppm.21(4).2023.44
Bonneville-Roussy, A., Fenouillet, F., & Morvan, Y. (2021). Introduction aux analyses par équations structurelles: Applications avec Mplus en psychologie et sciences sociales [Introduction to structural equation analysis: Applications with Mplus in psychology and social sciences]. Dunod.
Dahal, R. K. (2022). Effectiveness of learning and growth performance metrics in the Nepalese telecommunications industry for organizational success. Problems and Perspectives in Management, 20(4), 238–249. https://doi.org/10.21511/ppm.20(4).2022.18
Dawis, R. W., Lofquist, L., & Weiss, D. J. (1968). A theory of work adjustment: A revision. University of Minnesota. https://vpr.psych.umn.edu/sites/vpr.umn.edu/files/files/monograph_xxiii_-_a_theory_of_work_adjustment_a_revision.pdf
Deci, E. L., & Ryan, R. M. (2000). Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. American Psychologist, 55(1), 68–78. https://doi.org/10.1037/0003-066X.55.1.68
El Akremi, A. (2005). Analyse des variables modératrices et médiatrices par les méthodes d’équations structurelles. In P. Roussel & F. Wacheux (Eds.), Management des ressources humaines: Méthodes de recherche en sciences humaines et sociales (pp. 325–348). https://doi.org/10.3917/dbu.rouss.2005.01.0325
Forest, J., & Mageau, G. (2008). La motivation au travail selon la théorie de l’autodétermination. Psychologie Québec, 25(5), 33–36.
Gagné, M., Forest, J., Vansteenkiste, M., Crevier-Braud, L., van den Broeck, A., Aspeli, A. K., Bellerose, J., Benabou, C., Chemolli, E., Güntert, S. T., Halvari, H., Indiyastuti, D. L., Johnson, P. A., Molstad, M. H., Naudin, M., Ndao, A., Olafsen, A. H., Roussel, P., Wang, Z., & Westbye, C. (2015). The multidimensional work motivation scale: Validation evidence in seven languages and nine countries. European Journal of Work and Organizational Psychology, 24(2), 178–196. https://doi.org/10.1080/1359432X.2013.877892
Ghimire, B., Dahal, R. K., Rai, B., & Upadhyay, D. (2023). Employee performance factors in the Nepalese commercial banks: Insights from emerging markets. Journal of Logistics, Informatics and Service Science, 10(2), 29–42. https://doi.org/10.33168/JLISS.2023.0203
Giraldo-O’Meara, M., Marin-Garcia, J. A., & Martinez-Gomez, M. (2014). Validation of the JDS satisfaction scales applied to educational university environments. Journal of Industrial Engineering and Management, 7(1), 72–99. https://doi.org/10.3926/jiem.906
Gruneberg, M. M. (1976). Job satisfaction – A reader. Wiley.
Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of Applied Psychology, 60(2), 159–170. https://doi.org/10.1037/h0076546
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Herzberg, F. W., Mausner, B., & Snyderman, B. B. (1957). The motivation to work. American Sociological Review, 25(2), 288–289. https://doi.org/10.2307/2092643
Iglesias, K., Renaud, O., & Tschan, F. (2010). La satisfaction au travail: Une conséquence du choix des outils statistiques et des instruments de mesure en GRH [Satisfaction at work: A consequence of the choice statistical tools and measurment instruments in HRM]. Revue Internationale de Psychosociologie, 16(40), 245–270. https://doi.org/10.3917/rips.040.0245
Iglesias Rutishauser, K. (2011). L’utilisation des modèles à effets mixtes avec effets aléatoires croisés pour l’analyse de données de type questionnaire dans le champ de la satisfaction au travail [Doctoral Thesis, Université de Genève]. https://doi.org/10.13097/archive-ouverte/unige:16771
Judge, T. A., & Church, A. H. (2000). Job satisfaction: Research and practice. In Cooper & E. A. Locke (Eds.), Industrial and organizational psychology: Linking theory with practice (pp. 166–198). Wiley.
Judge, T. A., & Klinger, R. (2008). Job satisfaction: Subjective well-being at work. https://api.semanticscholar.org/CorpusID:12395046
Kamdron, T. (2015). Work motivation: Relationships with job satisfaction, locus of control and motivation orientation. https://www.researchgate.net/publication/305072649
Kaplan, S. A., Warren, C. R., Barsky, A. P., & Thoresen, C. J. (2009). A note on the relationship between affect(ivity) and differing conceptualizations of job satisfaction: Some unexpected meta-analytic findings. European Journal of Work and Organizational Psychology, 18, 29–54. https://doi.org/10.1080/13594320701873264
Korman, A. K., Greenhaus, J. H., & Badin, I. J. (1977). Personnel attitudes and motivation. Annual Review of Psychology, 28(1), 175–196. https://doi.org/10.1146/annurev.ps.28.020177.001135
Locke, E. A. (1976). The nature and causes of job satisfaction. In M. D. Dunnette (Ed.), Handbook of industrial and organizational psychology (pp. 1297–1343). Rand McNally.
Maslow, A. H. (1943). A theory of human motivation. Psychological Review, 50(4), 370–396. https://doi.org/10.1037/h0054346
McClelland, D. C. (1987). Human motivation. Cambridge University Press. https://doi.org/10.1017/CBO9781139878289
Morris, C. G., & Maisto, A. A. (2007). Understanding psychology (8th ed.). Pearson College.
Nabahani, P., & Riyanto, S. (2020). Job satisfaction and work motivation in enhancing generation Z’s organizational commitment. Journal of Social Science, 1(5), 234–240. https://doi.org/10.46799/jss.v1i5.39
Neumann, W. P., Winkelhaus, S., Grosse, E. H., & Glock, C. H. (2021). Industry 4.0 and the human factor – A systems framework and analysis methodology for successful development. International Journal of Production Economics, 233, Article 107992. https://doi.org/10.1016/j.ijpe.2020.107992
Nurdiansyah, R., Mariam, S., Ameido, M. A., & Ramli, A. H. (2020). Work motivation, job satisfaction, and employee performance. Business and Entrepreneurial Review, 20(2), 153–162. https://doi.org/10.25105/ber.v20i2.8006
Pinder, C. C. (1998). Work motivation in organizational behavior. Prentice-Hall.
Razak, M., Hidayat, M., Launtu, A., Kusuma Putra, A. H. P. A. & Bahasoan, S. (2020). Antecedents and consequence of brand management: Empirical study of Apple’s brand product. Journal of Asia Business Studies, 14(3), 307–322. https://doi.org/10.1108/JABS-01-2019-0030
Porter, L. W., Lawler, E., & Irwin R. D. (1968). Managerial attitudes and performance. Industrial Relations, 23(3), 387–525. https://doi.org/10.7202/027936ar
Ratnasari, S., Sutjahjo, G., & Adam. (2019, July 20–22). The employee performance: Career development, work motivation, and job satisfaction. In Proceedings of the 2019 International Conference on Organizational Innovation (ICOI 2019). South Korea. Atlantis Press. https://doi.org/10.2991/icoi-19.2019.102
Riyanto, S., Endri, E., & Herlisha, N. (2021). Effect of work motivation and job satisfaction on employee performance: Mediating role of employee engagement. Problems and Perspectives in Management, 19(3), 162–174. https://doi.org/10.21511/ppm.19(3).2021.14
Robbins, S. P. (2003). Organizational behavior. Prentice Hall.
Roelen, C. A. M., Koopmans, P. C., & Groothoff, J. W. (2008). Which work factors determine job satisfaction? Work, 30(4).
Roussel, P. (1996). Rémunération, motivation et satisfaction au travail [Renumeration, motivation and job satisfaction]. Economica.
Schade, H. M., Digutsch, J., Kleinsorge, T., & Fan, Y. (2021). Having to work from home: Basic needs, well-being, and motivation. International Journal of Environmental Research and Public Health, 18(10), Article 5149. https://doi.org/10.3390/ijerph18105149
Shahi, B. J., Dahal, R. K., & Sharma, B. B. (2022). Flourishing organisational citizenship behaviour through job characteristics. Journal of Business and Social Sciences Research, 7(2), 29–46. https://doi.org/10.3126/jbssr.v7i2.51490
Smith, P. C., Kendall, L. M., & Hulin, C. L. (1969). The measurement of satisfaction in work and retirement: A strategy for the study of attitudes. Rand Mcnally.
Stefurak, T., Morgan, R., & Johnson, R. B. (2020). The relationship of public service motivation to job satisfaction and job performance of emergency medical services professionals. Public Personnel Management, 49(4), 590–616. https://doi.org/10.1177/0091026020917695
Syamsir, S. (2020). Competence, job satisfaction, work motivation, and job performance of the village (“Nagari”) masters in managing e-village finance. International Journal of Advanced Science and Technology, 29(8), 1337–1350. http://sersc.org/journals/index.php/IJAST/article/view/20153
Tavani, J. L., Lo Monaco, G., & Collange, J. (2019). Measuring job satisfaction: Further validation of the job satisfaction single item scale. Sante Publique, 31(2), 223–232. https://doi.org/10.3917/spub.192.0223
Thiétart, R. A., Allard-Poesi, F., Angot, J., Baumard, P., Blanc, A., Cartier, M., Charreire Petit, S., Chollet, B., Donada, C., Drucker-Godard, C., Durieux, F., Ehlinger, S., Forgues, B., Garreau, L., Grenier, C., Ibert, J., Josserand, E., Maréchal, G., Mbengue, A…, Zarlowski, P. (2014). Méthodes de recherche en management [Management research methods] (4th ed.). Dunod. https://doi.org/10.3917/dunod.thiet.2014.01
Toulouse, J. M., & Poupart, R. (1976). La jungle des théories de la motivation au travail [The jungle of work motivation theories]. Revue Internationale de Gestion, 54–59.
Vallerand, R. J., Pelletier, L. G., & Koestner, R. (2008). Reflections on self-determination theory. Canadian Psychology, 49(3), 257–262. https://doi.org/10.1037/a0012804
Valléry, G., Bobillier-Chaumon, M., Brangier, É., & Dubois, M. (2016). Psychologie du travail et des organisations: 110 notions clefs [Work and organizational psychology: 110 key concepts]. Dunod. https://doi.org/10.3917/dunod.valle.2019.01
Vautier, S., Roussel, P., & Jmel, S. (2005). Modéliser les différences individuelles avec l’analyse factorielle. In P. Roussel & F. Wacheux (Eds.), Management des ressources humaines: Méthodes de recherche en sciences humaines et sociales (pp. 277–296). De Boeck Supérieur. https://doi.org/10.3917/dbu.rouss.2005.01.0277
Vroom, V. H. (1964). Work and Motivation. Wiley.
Wu, J. (2011). Improving the writing of research papers: IMRAD and beyond. Landscape Ecology, 26, 1345–1349. https://doi.org/10.1007/s10980-011-9674-3