IDEAS home Printed from https://ideas.repec.org/a/rnd/arimbr/v16y2024i3p78-87.html
   My bibliography  Save this article

A Conceptual Model of the Relationship between Quality of Work Life and Employee Engagement among Telecommunication Call Center Employees in Malaysia

Author

Listed:
  • Muhammad Hafiz Suhaimi
  • Narehan Hassan
  • Ahmad Suffian Mohd Zahari
  • Muhamad Nasrullah Zamri
  • Nor Tasnim Syahera Rasak

Abstract

Employee engagement has been one of the deepest issues for organizations. Organizations are currently struggling to survive due to the tough current economic environment, whereas the only tool for the organization to achieve a competitive advantage is by engaging employees to foster a competitive edge in the marketplace. Previous studies discovered that employee engagement in Malaysia is still steadily improving but falling behind its neighboring countries, including Indonesia and the Philippines, with the result rising only by four points to 63%. In addition, it was revealed that our country still ranks among the lowest in the region. This study focuses on employee engagement among call centers at selected telcos in Malaysia. There are many theoretical approaches to examining the quality of work life and employee engagement. Hence, this study adopted the Spillover Theory and Self-Determination Theory to explain the relationship between independent variables and employee engagement.

Suggested Citation

  • Muhammad Hafiz Suhaimi & Narehan Hassan & Ahmad Suffian Mohd Zahari & Muhamad Nasrullah Zamri & Nor Tasnim Syahera Rasak, 2024. "A Conceptual Model of the Relationship between Quality of Work Life and Employee Engagement among Telecommunication Call Center Employees in Malaysia," Information Management and Business Review, AMH International, vol. 16(3), pages 78-87.
    • Handle: RePEc:rnd:arimbr:v:16:y:2024:i:3:p:78-87
    DOI: 10.22610/imbr.v16i3S(I)a.4122
    as

    Download full text from publisher

    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/4122/2706
    Download Restriction: no
    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/4122
    Download Restriction: no
    File URL: https://libkey.io/10.22610/imbr.v16i3S(I)a.4122?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Sunyoung Park & Karen R. Johnson & Sanghamitra Chaudhuri, 2019. "Promoting work engagement in the hotel sector: review and analysis," Management Research Review, Emerald Group Publishing Limited, vol. 42(8), pages 971-990, May.
    2. Sunyoung Park & Karen R. Johnson & Sanghamitra Chaudhuri, 2019. "Promoting work engagement in the hotel sector: review and analysis," Management Research Review, Emerald Group Publishing Limited, vol. 42(8), pages 971-990, May.
    3. Fatima R. KHATEEB, 2021. "Work Life Balance - A Review Of Theories, Definitions And Policies," CrossCultural Management Journal, Fundația Română pentru Inteligența Afacerii, Editorial Department, issue 1, pages 27-55, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. David Barros-Arrieta & Ernesto García-Cali, 2021. "Internal branding: conceptualization from a literature review and opportunities for future research," Journal of Brand Management, Palgrave Macmillan, vol. 28(2), pages 133-151, March.
    2. Huseyin Arasli & Ahmet Nergiz & Mehmet Yesiltas & Tugrul Gunay, 2020. "Human Resource Management Practices and Service Provider Commitment of Green Hotel Service Providers: Mediating Role of Resilience and Work Engagement," Sustainability, MDPI, vol. 12(21), pages 1-22, November.
    3. Michele Samuele Borgia & Francesca Di Virgilio & Maura La Torre & Muhammad Adnan Khan, 2022. "Relationship between Work-Life Balance and Job Performance Moderated by Knowledge Risks: Are Bank Employees Ready?," Sustainability, MDPI, vol. 14(9), pages 1-20, April.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rnd:arimbr:v:16:y:2024:i:3:p:78-87. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Muhammad Tayyab (email available below). General contact details of provider: https://ojs.amhinternational.com/index.php/imbr .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.