Articlegreen2010

Work‐related attitudes of employees in the emerging ITES‐BPO sector of Sri Lanka

18 citations0/0 files storedStrategic Outsourcing An International Journal

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Job Satisfaction and Organizational Behavior Employee Performance and Management Outsourcing and Supply Chain Management

Abstract

Purpose The purpose of this paper is to explore work‐related attitudes of information technology (IT) enabled business process outsourcing (ITES‐BPO) employees. Design/methodology/approach There are 25 firms operating in Sri Lanka that fall into the category of ITES‐BPO; a random sample of 117 employees from these 25 firms responded to the survey. Findings The findings suggest that tenure has a significant effect on task autonomy and marital status has a significant effect on working hours. Originality/value A research exploring work‐related attitudes of ITES‐BPO employees towards their work and work environment, in a South Asian country that is considered as active and promising destination for such services, could provide practitioners with key information that could enable them to make informed managerial decisions.

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1976Motivation through the design of work: test of a theory 1974Organizational commitment, job satisfaction, and turnover among psychiatric technicians.1993The Affective Consequences of Service Work 2003Dual processes at work in a call centre: An application of the job demands – resources model 1983Assessing the attitudes and perceptions of organizational members 1997Relationships of gender, family responsibility and flexible work hours to organizational commitment and job satisfaction 2003Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers 1998Job and Work Design: Organizing Work to Promote Well-Being and Effectiveness

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