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DOI: 10.5593/sgemsocial2014/B11/S1.066

THE QUESTION OF COOPERATION IN CALL CENTRES: CONTRIBUTIONS TO VALIDATION OF THE ORGANIZATIONAL COOPERATION QUESTIONNAIRE

L. Pais, N. R. Santos, C. S. Castro, L. M. Monico
Saturday 1 November 2014 by Libadmin2014

References: International Multidisciplinary Scientific Conference on Social Sciences and Arts SGEM2014, www.sgemsocial.org , SGEM2014 Conference Proceedings, ISBN 978-619-7105-22-3 / ISSN 2367-5659, September 1-9, 2014, Book 1, Vol. 1, 507-514 pp

ABSTRACT
The aim of this research is to verify if the Organizational Cooperation Questionnaire [1] fits the previous factorial structure when applied to a large sample of call centre operators. Cooperation has been considered a key-concept for organizational effectiveness. This importance is valid in different industries and levels of organizational functioning. Eighteen hundred employees in Call Centres (32.2% male; 56.7% female; M = 31.06 years, DP = 8.82) answered the Organizational Cooperation Questionnaire. We performed confirmatory factor analysis of the model proposed by dos Santos et al.[1]. Model 1 was not adjusted according to the CFI, TLI, and RMSEA indices, due to high covariance between the error term of items 2, 6, and 20. Therefore, these items were excluded in Model 2. Due to modification indices higher than 100 in Model 2, indicating problems of local adjustment, in Model 3 we correlated measurement residuals between items 1 and 2, and 7 and 8. According to the reference values, the goodness of fit of this last model was evaluated as good – X2/147 = 9.14; SRMR = .04, NFI = .93, CFI = .94, TLI =.93, and RMSEA = .068 (90% CI, .065 to .072), p < .001. These results support the 3 factors of cooperation, with high reliability: the first focused on the process of cooperation (α=.886), the second focused on the formal background that exists before cooperation starts (α=.892), and the third focused on the aim beyond the cooperation itself (α=.854). The general structure of the ORCOQ has been confirmed showing the robustness of the measure.

Keywords: Call Centres, Organizational cooperation, CSRs, Organizational Cooperation Questionnaire

PAPER DOI: 10.5593/sgemsocial2014/B11/S1.066: THE QUESTION OF COOPERATION IN CALL CENTRES: CONTRIBUTIONS TO VALIDATION OF THE ORGANIZATIONAL COOPERATION QUESTIONNAIRE

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