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- W1566593808 abstract "The objective of this study is to determine the variability in job quality in the Spanish call center sector. In the absence of a generally accepted methodological tool for measuring the quality of work, we have constructed an index, taking as our starting point the extrinsic characteristics of jobs. The index is composed of 8 factors classified in 4 dimensions (contract characteristics, employment stability, access to training and career development, and salary). In order to develop and test the index, we have employed primary data obtained from a representative sample of 87 questionnaires conducted in 87 call centers in Spain. The resulting index can be considered to be useful, , as it has a Cronbach alpha of 0.7025 and because this instrument of analysis further allowed us to group the call centers in terms of different levels of quality: high, medium and low. Our results tend to indicate that in Spain results for call centers are concentrated at the low quality (43.9%) and medium quality ranges (41.5%). It is important to highlight that the index results are useful as a comparative tool." @default.
- W1566593808 created "2016-06-24" @default.
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- W1566593808 date "2007-03-09" @default.
- W1566593808 modified "2023-09-23" @default.
- W1566593808 title "¿Cómo medir la calidad del trabajo? Generación de un índice para la detección de buenos y malos trabajos en el sector de call centers" @default.
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