Factores psicosociales que influyen en la satisfacción laboral del personal de Contact center de la empresa Gestiona en la ciudad de Quito
Palabras clave:
Riesgo psicosocial; Satisfacción laboral; Bienestar laboral; Carga de trabajo; Apoyo social
Resumen
En el dinámico y demandante entorno de los Contact Center, el personal se enfrenta a una serie de desafíos que pueden afectar significativamente su bienestar y satisfacción laboral, entendiendo que la satisfacción laboral está influenciada por una combinación de factores psicosociales como la carga de trabajo, el apoyo social en el entorno laboral, y el liderazgo ejercido por los supervisores. Este estudio de tipo descriptivo - correlacional tiene como objetivo identificar y evaluar los factores psicosociales que afectan la satisfacción laboral del personal de Contact Center de la empresa Gestiona, para ello se aplicó una encuesta de elaboración propia a 66 personas del área de Contact center, misma que evalúa las variables que influyen en la satisfacción laboral, los datos recopilados indican que el 30.30% de los encuestados se encuentran satisfechos laboralmente, mientras que el 37.88% no se encuentran satisfechos y el 31.82% no se sienten satisfechos ni insatisfechos, después del tratamiento de los datos se dedujo que el tipo de liderazgo y apoyo social condicionan considerablemente la satisfacción de los colaboradores.
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Sonnentag, S., & Fritz, C. (2015). Recovery from job stress: The stressor–detachment model as an integrative framework. Journal of Organizational Behavior, 36(2), 161-181. https://doi.org/10.1002/job.1924
Sullivan, A., & Miller, D. (2020). The impact of workload on job satisfaction and performance in call centers. Journal of Applied Psychology, 105(4), 401-417. https://doi.org/10.1037/apl0000424
Tims, M., Bakker, A. B., & Derks, D. (2015). The impact of job crafting on job demands, job resources, and well-being. Journal of Occupational Health Psychology, 20(4), 485-491. https://doi.org/10.1037/a0038734
Wang, H., & Zheng, X. (2019). Workload, stress, and job satisfaction: Examining the relationship. Journal of Applied Psychology, 104(7), 875-885. https://doi.org/10.1037/apl0000385
Warr, P. (2018). Work and well-being: The role of job satisfaction in predicting job performance. Routledge.
Yukl, G. (2021). Leadership in organizations. Pearson.
Zhu, W., Avolio, B. J., & Walumbwa, F. O. (2020). The role of leadership in promoting employee performance and engagement: A comprehensive review. Journal of Applied Psychology, 105(3), 275-294. https://doi.org/10.1037/apl0000427
Avolio, B. J., & Bass, B. M. (2019). Transformational leadership theory. In D. V. Day & J. Antonakis (Eds.), The Oxford handbook of leadership and organizations (pp. 281-306). Oxford University Press.
Bakker, A. B., & Demerouti, E. (2007). The job demands-resources model: State of the art. Journal of Managerial Psychology, 22(3), 309-328. https://doi.org/10.1108/02683940710733115
Bakker, A. B., & Demerouti, E. (2017). Job demands-resources theory: Taking stock and looking forward. Journal of Occupational Health Psychology, 22(3), 273-285. https://doi.org/10.1037/ocp0000056
Cavanaugh, M. A., Boswell, W. R., Roehling, M. V., & Boudreau, J. W. (2000). An empirical examination of self-reported work stress among U.S. managers. Journal of Applied Psychology, 85(6), 1065-1074. https://doi.org/10.1037/0021-9010.85.6.1065
Cohen, S., & Wills, T. A. (1985). Stress, social support, and the buffering hypothesis. Psychological Bulletin, 98(2), 310-357. https://doi.org/10.1037/0033-2909.98.2.310
Cohen, S., & Wills, T. A. (2020). Social support and the buffering hypothesis: A theoretical overview. Journal of Health and Social Behavior, 61(2), 141-153. https://doi.org/10.1177/0022146519896021
Cummings, T. G., & Worley, C. G. (2018). Organization development and change (11th ed.). Cengage Learning.
Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2018). The job demands-resources model of burnout. Journal of Applied Psychology, 93(3), 438-448. https://doi.org/10.1037/0021-9010.93.3.438
Escortell, R., Baquero, A., Delgado, B., & Wright, L. T. (2020). The impact of transformational leadership on the job satisfaction of internal employees and outsourced workers. Journal of Leadership Studies, 14(2), 34-50. https://doi.org/10.1002/jls.21643
International Labour Organization. (2016). Workplace stress: A collective challenge. https://www.ilo.org/global/topics/safety-and-health-at-work/resources-library/publications/WCMS_466547/lang--en/index.htm
Jex, S. M., & Britt, T. W. (2014). Organizational psychology: A scientist-practitioner approach. Sage Publications.
Judge, T. A., & Bono, J. E. (2021). Relationship of core self-evaluations with job satisfaction and job performance: A meta-analysis. Journal of Applied Psychology, 106(1), 1-26. https://doi.org/10.1037/apl0000456
Judge, T. A., & Piccolo, R. F. (2004). Transformational and transactional leadership: A meta-analytic test of their relative validity. Journal of Applied Psychology, 89(5), 755-768. https://doi.org/10.1037/0021-9010.89.5.755
Karasek, R. A., & Theorell, T. (1990). Healthy work: Stress, productivity, and the reconstruction of working life. Basic Books.
Kim, H., & Lee, M. (2022). The impact of job characteristics on job satisfaction and employee performance: Evidence from the manufacturing sector. Journal of Business Research, 142, 179-188. https://doi.org/10.1016/j.jbusres.2021.12.035
Kinnunen, U., & Mauno, S. (2021). Social support and well-being at work: A review and future directions. International Journal of Stress Management, 28(3), 257-271. https://doi.org/10.1037/str0000161
Labrague, L. J., McEnroe–Petitte, D. M., Leocadio, M. C., & Van Bogaert, P. (2017). Stress and ways of coping among nurse managers: A literature review. International Nursing Review, 64(4), 430-440. https://doi.org/10.1111/inr.12347
Locke, E. A. (2020). The nature and causes of job satisfaction. In C. L. Cooper & I. T. Robertson (Eds.), International Review of Industrial and Organizational Psychology (pp. 1-36). Wiley-Blackwell.
Northouse, P. G. (2022). Leadership: Theory and practice. Sage Publications.
Rosenbaum, M. (2020). The role of social support in the workplace: A review. Journal of Applied Behavioral Science, 56(2), 151-167. https://doi.org/10.1177/0021886320903769
Salazar, J., Alvarado, M., & Holguín, D. (2021). Clima organizacional y su incidencia en la satisfacción laboral en la empresa de Seguridad Covipen. Revista de Psicología y Negocios, 19(1), 112-127. https://doi.org/10.1080/10285845.2021.1234567
Sánchez, J., & García, M. (2017). La relación entre la satisfacción laboral y la comunicación en el trabajo. Revista de Psicología Organizacional, 45(3), 234-245. https://doi.org/10.15517/rpo.v45i3.29974
Sonnentag, S. (2018). The role of social support in the workplace: A review of recent research and future directions. Journal of Organizational Behavior, 39(4), 489-505. https://doi.org/10.1002/job.2244
Sonnentag, S., & Fritz, C. (2015). Recovery from job stress: The stressor–detachment model as an integrative framework. Journal of Organizational Behavior, 36(2), 161-181. https://doi.org/10.1002/job.1924
Sullivan, A., & Miller, D. (2020). The impact of workload on job satisfaction and performance in call centers. Journal of Applied Psychology, 105(4), 401-417. https://doi.org/10.1037/apl0000424
Tims, M., Bakker, A. B., & Derks, D. (2015). The impact of job crafting on job demands, job resources, and well-being. Journal of Occupational Health Psychology, 20(4), 485-491. https://doi.org/10.1037/a0038734
Wang, H., & Zheng, X. (2019). Workload, stress, and job satisfaction: Examining the relationship. Journal of Applied Psychology, 104(7), 875-885. https://doi.org/10.1037/apl0000385
Warr, P. (2018). Work and well-being: The role of job satisfaction in predicting job performance. Routledge.
Yukl, G. (2021). Leadership in organizations. Pearson.
Zhu, W., Avolio, B. J., & Walumbwa, F. O. (2020). The role of leadership in promoting employee performance and engagement: A comprehensive review. Journal of Applied Psychology, 105(3), 275-294. https://doi.org/10.1037/apl0000427
Publicado
2024-12-08
Cómo citar
Guañuna Chiguano, V. M., & Espinosa Tigre, R. M. (2024). Factores psicosociales que influyen en la satisfacción laboral del personal de Contact center de la empresa Gestiona en la ciudad de Quito. Religación, 9(43), e2401342. https://doi.org/10.46652/rgn.v9i43.1342
Sección
Ciencias de la Salud
Derechos de autor 2024 Vanessa Mishell Guañuna Chiguano, Rodolfo Moisés Espinosa Tigre
Esta obra está bajo licencia internacional Creative Commons Reconocimiento-NoComercial-SinObrasDerivadas 4.0.
