Perception of organizational justice among call center workers
Organizational justice is an important predictor of affects, attitudes and behaviors in the workplace as commitment, job satisfaction, performance, turnover and retaliation. Nevertheless, we did not find Brazilian studies of organizational justice considering telemarketers, an activity characterize...
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| Format: | Article |
| Language: | English |
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Centro Universitário ENIAC
2016-06-01
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| Series: | Revista Eniac Pesquisa |
| Subjects: | |
| Online Access: | http://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/283 |
| _version_ | 1818115207566721024 |
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| author | Pricila de Sousa Zarife |
| author_facet | Pricila de Sousa Zarife |
| author_sort | Pricila de Sousa Zarife |
| collection | DOAJ |
| description | Organizational justice is an important predictor of affects, attitudes and behaviors in the workplace as commitment, job satisfaction, performance, turnover and retaliation.
Nevertheless, we did not find Brazilian studies of organizational justice considering telemarketers, an activity characterized by high turnover, competition and pressure for results. This study aimed to investigate the perception of organizational justice employees of a call center and its relationship with socio-occupational variables. This study involved 118 workers from a call center company that operates in two cities of the state of São Paulo. For data collection was used the Perception of Organizational Justice Scale (Epjo), composed of 20 items distributed among three factors: distributive, procedural and interactional justice. For this sample, the instrument's reliability indices ranged between 0.86 and 0.93, indicating Epjo is valid. The collected data were analyzed using descriptive statistics and multivariate analysis of variance. The overall results indicated that participants perceived organizational justice, with certain homogeneity. Significant differences were obtained in the distributive and procedural justice scores in function of time in the company. Furthermore, significant differences were identified for the variable distributive justice, the interactions between the time in the company and the variables city and marital status. |
| first_indexed | 2024-12-11T04:02:57Z |
| format | Article |
| id | doaj.art-fd3ab56088d94a1592d038b71f4994ea |
| institution | Directory Open Access Journal |
| issn | 2316-2341 |
| language | English |
| last_indexed | 2024-12-11T04:02:57Z |
| publishDate | 2016-06-01 |
| publisher | Centro Universitário ENIAC |
| record_format | Article |
| series | Revista Eniac Pesquisa |
| spelling | doaj.art-fd3ab56088d94a1592d038b71f4994ea2022-12-22T01:21:36ZengCentro Universitário ENIACRevista Eniac Pesquisa2316-23412016-06-015111810.22567/rep.v5i1.283258Perception of organizational justice among call center workersPricila de Sousa Zarife0Universidade de BrasíliaOrganizational justice is an important predictor of affects, attitudes and behaviors in the workplace as commitment, job satisfaction, performance, turnover and retaliation. Nevertheless, we did not find Brazilian studies of organizational justice considering telemarketers, an activity characterized by high turnover, competition and pressure for results. This study aimed to investigate the perception of organizational justice employees of a call center and its relationship with socio-occupational variables. This study involved 118 workers from a call center company that operates in two cities of the state of São Paulo. For data collection was used the Perception of Organizational Justice Scale (Epjo), composed of 20 items distributed among three factors: distributive, procedural and interactional justice. For this sample, the instrument's reliability indices ranged between 0.86 and 0.93, indicating Epjo is valid. The collected data were analyzed using descriptive statistics and multivariate analysis of variance. The overall results indicated that participants perceived organizational justice, with certain homogeneity. Significant differences were obtained in the distributive and procedural justice scores in function of time in the company. Furthermore, significant differences were identified for the variable distributive justice, the interactions between the time in the company and the variables city and marital status.http://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/283Justiça organizacional. Justiça distributiva. Justiça processual. Justiça interacional. Call center. Telemarketing |
| spellingShingle | Pricila de Sousa Zarife Perception of organizational justice among call center workers Revista Eniac Pesquisa Justiça organizacional. Justiça distributiva. Justiça processual. Justiça interacional. Call center. Telemarketing |
| title | Perception of organizational justice among call center workers |
| title_full | Perception of organizational justice among call center workers |
| title_fullStr | Perception of organizational justice among call center workers |
| title_full_unstemmed | Perception of organizational justice among call center workers |
| title_short | Perception of organizational justice among call center workers |
| title_sort | perception of organizational justice among call center workers |
| topic | Justiça organizacional. Justiça distributiva. Justiça processual. Justiça interacional. Call center. Telemarketing |
| url | http://ojs.eniac.com.br/index.php/EniacPesquisa/article/view/283 |
| work_keys_str_mv | AT priciladesousazarife perceptionoforganizationaljusticeamongcallcenterworkers |