Employee motivation among call centre agents - Literature review Example

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Employee motivation is a key element that affects employee satisfaction. The importance of understanding motivation in the current global context is essential. In this regard, the research deals with employee motivation among call centre agents and to be more specific, it will centre on motivation among call centre agents of Mobily…
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Download file to see previous pages I would also like to thank _____________ for guiding my research for the past several months and helping me develop my background in human resource management, and organisation. Special thanks goes to ________, who was willing to participate in my final defense committee. I would also like to thank my parents, two elder sisters, and elder brother. They were always supporting me and encouraging me with their best wishes. Finally, I would like to thank my wife, ______. She was always there cheering me up and stood by me through the good times and bad. Contents 1.1. Introduction 2 1.2. Background of the Study 3 1.3. Research aims and objectives 5 1.4. Research Question 5 1.5. Significance of the Study and underlying assumptions 5 1.6. Structure of the Research 7 1.7. Conclusion 8 Chapter 2 Motivation Theories 9 2.1. Motivation Theory: a historical perspective 10 2.1.2. The Modern Period 11 2.1.3. The Present-day Scenario 13 2.2. The Theories 18 2.2.1. Maslow’s Needs Hierarchy Theory 20 2.2.2. Vroom’s Expectancy Theory 23 2.2.3. Motivation-Hygiene Theory 24 2.3. The Conceptual Analysis 27 2.4. Conclusion 30 3.1. Introduction 31 3.2. Saudi Arabia: Profile 32 3.3. The Telecommunications Industry of Saudi Arabia 33 3.4. Human Resource in Saudi Arabia 36 3.4 Etihad Etisalat (Mobily) 39 3.4.1. HR and Mobily 41 4.1. Introduction 1 4.2. Research Approach 1 4.3.Research Design 3 4.4. Data Collection 3 4.5. Validity and Reliability 6 5.1. Introduction 7 5.2. Findings and Discussions 8 5.3. Description of findings 9 5.3.1. Deficiency Needs 9 A. Compensation and Benefits 9 B. Security 11 C. Safety 12 D. Social Needs 13 5.3.2. Growth Needs 16 A. Esteem 16 5.4. Conclusion 24 6.1. Summary 26 6.2. Conclusion 27 6.3. Recommendations 28 6.4. Limitations and Future...
Human resource capital is one of the primary assets of organizations. Although employees have been considered as indispensable in the organisation, the contemporary period has provided frameworks wherein the role of employees in attaining the goals of the organisation becomes a vital factor for the success of the organisation.
Globalisation, recognition of the notion that organisation has an obligation in satisfying the interests of all identified stakeholders such as shareholders, employees, suppliers, costumers, community and other entities that may have a relationship with the firm. Likewise, there is a perceptible shift in the consciousness of the people and rapid developments in computer and information technology have contributed to the changed in perception regarding the central importance of employees in organisations. As a result, the current condition and state of employees today can be claimed to be the result of the long history of the difference between employees and employers and the current factors that are influencing human interactions. In this regard, scholars have continually articulated the inherent importance of motivating employees to improve their effectiveness, job performance and productivity. ...Download file to see next pagesRead More
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