Managing motivation in the contact center: The employment relationship of outsourcing and temporary agency workers
基于自我决定理论，对呼叫中心2078名葡萄牙临时工进行潜在剖面分析，识别出六种动机类型，发现外包员工更偏向内在动机，而派遣员工更偏向外在动机，但雇佣形式不影响动机、人力资源实践感知与情感承诺的关系。
Grounded in self-determination theory (SDT), this research builds a motivation profile typology of contingent workers in the contact center industry, compares outsourcer (OW) and temporary agency workers’ (TAW) profiles, and differentiates their human resources practices (HRP) perceptions and affective commitment. The hypotheses were tested in a sample of 2078 Portuguese contingent workers, through several statistical procedures, including latent profile analysis. Six profiles were identified. As expected, OW were mostly in the more intrinsic profiles, whereas TAW were in the more extrinsic ones. However, the contingent employment format did not moderate the relationship between motivation, HRP perceptions, and affective commitment.