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Monetary incentives, motivational orientation and affective commitment in contact centers. A multilevel mediation model

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  • Alcover, Carlos-María
  • Chambel, Maria José
  • Estreder, Yolanda

Abstract

High quality contact and customer relationships are key services for all types of firms. To achieve this high quality performance standard, companies need highly motivated and committed employees, and human resources managers are responsible for designing and implementing practices capable of satisfying both economic exchanges and social exchanges in employee-organization relationships. The aim of this study is to analyze the relationships between monetary incentive expectation and affective commitment, in addition to the mediating role of motivation orientation in this relationship, in contact center employees. In particular, based on the social exchange theory (Blau, 1964), the social exchange model of Cropanzano and Mitchell (2005), and the self-determination theory (Deci, Olafsen, & Ryan, 2017), our study adopts a multilevel perspective to examine these relationships in a sample of 2367 contact center employees from 297 teams (3 or more members). The results showed that the level of performance-contingent rewards (team-level) guides the team’s autonomous motivation (team-level), which, in turn, fosters employees’ affective commitment (individual-level). The results have practical implications for human resource managers and for interventions aimed to promote contact center employees’ affective commitment, taking performance-contingent rewards into account.

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  • Alcover, Carlos-María & Chambel, Maria José & Estreder, Yolanda, 2020. "Monetary incentives, motivational orientation and affective commitment in contact centers. A multilevel mediation model," Journal of Economic Psychology, Elsevier, vol. 81(C).
    • Handle: RePEc:eee:joepsy:v:81:y:2020:i:c:s0167487020300684
    DOI: 10.1016/j.joep.2020.102307
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    References listed on IDEAS

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    1. Nguyen Hong Phuoc & Le Nguyen Hau & Pham Ngoc Thuy, 2022. "The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 159-186, March.
    2. Kateřina Knorová –Jana Fibírová, 2020. "Work motivation. Self-determination theory: literature review [Motivace v pracovním prostředí. Teorie sebeurčení a její vývoj: Literární rešerše]," Český finanční a účetní časopis, Prague University of Economics and Business, vol. 2020(3-4).
    3. Mingyue Li & Pujie Zhao & Lianbei Wu & Kai Chen, 2021. "Effects of Value Perception, Environmental Regulation and Their Interaction on the Improvement of Herdsmen’s Grassland Ecological Policy Satisfaction," IJERPH, MDPI, vol. 18(6), pages 1-23, March.
    4. Kateřina Knorová & Jana Fibírová, 2020. "Work motivation. Self-determination theory: literature review [Motivace v pracovním prostředí. Teorie sebeurčení a její vývoj: Literární rešerše]," Český finanční a účetní časopis, Prague University of Economics and Business, vol. 2020(3-4), pages 71-93.
    5. Stefania Capecchi & Francesca Iorio & Nunzia Nappo, 2024. "Occupational Stress, Working from Home, and Job Sustainability: Another Gender Issue?," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 175(3), pages 1193-1218, December.

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