Job Satisfaction, Attrition and Coping Strategies: A Study of Selected Call Centers in NCR

by Zareen, Shafaq

ISBN: 9789354614576
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Imprint : Scholars World
Year : 2023
Price : Rs. 6895.00
Biblio : xviii+177p., tables., figs., ind 25 cm

Author Profile

Dr. Shafaq Zareen, Assistant Professor at Department of Commerce, Vivekananda College, University of Delhi. She has done Master of Business Administration from Guru Gobind Singh Indraprastha University (GGSIPU) and Master of Commerce from Indira Gandhi National Open University (IGNOU), Delhi and “O” Level in Computer from DOEACC Society. She is specialized in Human Resource Management. She is having more than 10 years of teaching experience in various universities to mention some are the University of Delhi, Royal University of Bhutan, Guru Gobind Singh Indraprastha University, Maharishi Dayanand University and Guru Jambheshwar University. She has attended and presented research papers in various national and international conferences. She has participated in various faculty development programmes. She has publications in journals of repute. She is a life member of the Indian Commerce Association and Indian Accounting Association-Delhi Chapter.

About The Book

This book remains a modest but sincere attempt towards the understanding of job satisfaction in its proper perspective. The study is organized into six chapters where the introductory, second and third chapters are on the theoretical background of the concept, its importance, related aspects and the in-depth review of the available literature. Chapter four discusses the research methodology adopted for the study i.e., the data sources, sample size, data consolidation, data collection through the questionnaire, questionnaire design, analysis techniques, etc. Chapter five is on the analysis of data and interpretation of results. The conclusion and suggestions are discussed in the concluding chapter.

Table of Contents

Acknowledgments v Preface vii List of Tables xi List of Figures xv List of Abbreviations xvii 1. Introduction 1 2. Theoretical Background 5 2.1. Job Satisfaction 5 2.1.1. Relation of Satisfaction and Motivation 7 2.1.2. Relation of Job Satisfaction and Performance 8 2.1.3. The Importance of Studying Job Satisfaction 9 2.1.4. Utility of Job Satisfaction Measures 11 2.1.5. Variables Affecting Job Satisfaction 12 2.1.6. Theories of Job Satisfaction 19 2.2. Attrition 28 2.2.1. Causes of High Attrition 30 2.2.2. Costs of High Attrition 35 2.2.3. Measurement 37 2.2.4. Reducing the Attrition 39 Job-related Attrition 39 Home-related Attrition 53 Unavoidable' Attrition 55 2.3. Rationale of Study 56 2.4 Objectives of the Study 57 3. Review of Literature 59 3.1. Studies related with Job Satisfaction 59 3.2. Studies related with Attrition 73 3.3. Studies related with Call Centers 76 3.4. Hypothesis of the Study 83 4. Research Methodology 85 4.1 Data Sources 85 4.2. Duration of Study Period 85 4.3. Sampling Techniques 86 4.4. Sample Design 86 4.5. Sample Size 86 4.6. Data Collection Instrument 86 4.7. Administration of the Tool & Data Collection 90 4.8. Data Description 92 4.9. Data Consolidation 94 4.10. Analysis Technique 95 4.11. Limitations of the Study 95 5. Analysis of Data and Interpretation of Results 97 5.2. Discussion of the Results 156 5.3. Implications of the Study 159 6. Conclusion and Suggestions 161 6.1. Conclusion 161 6.2 Suggestions 162 References 165 Index. 175