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Sambanden mellan autonomi, motivation, välmående och produktivitet på callcenters

Nedström, Maria LU and Nilermark, My LU (2015) PSYK11 20151
Department of Psychology
Abstract
The purpose of the research was to investigate the relationships between perceived degrees of motivation, a supportive work climate (in terms of autonomy and competence support from colleagues and managers), well-being, and productivity at call centers. An online survey was distributed to seven Swedish call center companies and was answered by 329 respondents. The data was analyzed using correlation and regression analysis, which generated several significant results. The importance of autonomy was confirmed throughout the study, and perceived autonomy and competency support were both proven to be crucial for autonomous motivation. Furthermore, autonomous motivation was correlated to well-being and productivity to a much greater extent... (More)
The purpose of the research was to investigate the relationships between perceived degrees of motivation, a supportive work climate (in terms of autonomy and competence support from colleagues and managers), well-being, and productivity at call centers. An online survey was distributed to seven Swedish call center companies and was answered by 329 respondents. The data was analyzed using correlation and regression analysis, which generated several significant results. The importance of autonomy was confirmed throughout the study, and perceived autonomy and competency support were both proven to be crucial for autonomous motivation. Furthermore, autonomous motivation was correlated to well-being and productivity to a much greater extent than was the case with regard to controlled motivation. The agents felt autonomously motivated and perceived a high degree of well-being, contradicting previous call center studies. A standard multiple regression demonstrated that only 8 % of the variance within the criterion variable productivity was predicted by a supportive work climate, motivation, and well-being, whereas 52 % of the variance within well-being was predicted by the same variables. The results indicated that call centers should promote a supportive work environment with autonomy as a focal point to facilitate enhanced well-being and productivity among the agents. (Less)
Abstract (Swedish)
Syftet med studien var att undersöka sambanden mellan upplevelsen av motivation, ett stödjande arbetsklimat (i termer av autonomi- och kompetensstöd från kollegor och chefer), välmående och produktivitet på callcenters. Urvalet bestod av sju callcenters i Sverige och en webbenkät besvarades av totalt 329 respondenter. Datan behandlades utifrån korrelations- och regressionsanalyser, vilka visade flera signifikanta resultat. Vikten av autonomi var särskilt tydlig i flera aspekter. Både upplevt autonomi- och kompetensstöd visades vara centralt för den autonoma motivationen, vilken också tillsammans med välmående skattades oväntat högt jämfört med tidigare studier på callcenters. Autonom motivation korrelerade betydligt högre med både... (More)
Syftet med studien var att undersöka sambanden mellan upplevelsen av motivation, ett stödjande arbetsklimat (i termer av autonomi- och kompetensstöd från kollegor och chefer), välmående och produktivitet på callcenters. Urvalet bestod av sju callcenters i Sverige och en webbenkät besvarades av totalt 329 respondenter. Datan behandlades utifrån korrelations- och regressionsanalyser, vilka visade flera signifikanta resultat. Vikten av autonomi var särskilt tydlig i flera aspekter. Både upplevt autonomi- och kompetensstöd visades vara centralt för den autonoma motivationen, vilken också tillsammans med välmående skattades oväntat högt jämfört med tidigare studier på callcenters. Autonom motivation korrelerade betydligt högre med både välmående och produktivitet än vad kontrollerad motivation gjorde. Resultaten antydde även att stöd från chefer var av större betydelse för välmående än vad stöd från kollegor var. En standard multipel regression visade att endast 8 % av variansen i kriterievariabeln produktivitet predicerades av ett stödjande arbetsklimat, motivation och välmående, medan 52 % av variansen i välmående predicerades av dessa variabler. Studien indikerade att callcenters bör arbeta för ett stödjande arbetsklimat där i synnerhet autonomi främjas för att öka agenters välmående och produktivitet. (Less)
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author
Nedström, Maria LU and Nilermark, My LU
supervisor
organization
course
PSYK11 20151
year
type
M2 - Bachelor Degree
subject
keywords
Motivation, autonomy, well-being, productivity, call center.
language
Swedish
id
5464014
date added to LUP
2015-06-09 09:21:54
date last changed
2015-06-09 09:21:54
@misc{5464014,
  abstract     = {The purpose of the research was to investigate the relationships between perceived degrees of motivation, a supportive work climate (in terms of autonomy and competence support from colleagues and managers), well-being, and productivity at call centers. An online survey was distributed to seven Swedish call center companies and was answered by 329 respondents. The data was analyzed using correlation and regression analysis, which generated several significant results. The importance of autonomy was confirmed throughout the study, and perceived autonomy and competency support were both proven to be crucial for autonomous motivation. Furthermore, autonomous motivation was correlated to well-being and productivity to a much greater extent than was the case with regard to controlled motivation. The agents felt autonomously motivated and perceived a high degree of well-being, contradicting previous call center studies. A standard multiple regression demonstrated that only 8 % of the variance within the criterion variable productivity was predicted by a supportive work climate, motivation, and well-being, whereas 52 % of the variance within well-being was predicted by the same variables. The results indicated that call centers should promote a supportive work environment with autonomy as a focal point to facilitate enhanced well-being and productivity among the agents.},
  author       = {Nedström, Maria and Nilermark, My},
  keyword      = {Motivation,autonomy,well-being,productivity,call center.},
  language     = {swe},
  note         = {Student Paper},
  title        = {Sambanden mellan autonomi, motivation, välmående och produktivitet på callcenters},
  year         = {2015},
}